Refer to Figure 2.2 (Customer-Contact Matrix for Service Processes) on page 57 of the textbook

Question: Explain and list at least four characteristics of a high customer contact service process.

Refer to Figure 2.3 (Product-Process Matrix for Manufacturing Processes) on page 59 of the textbook

Question: Explain and list at least four characteristics of high-volume manufacturing process.

(Both Questions Hint: Study Strategic Fit section on pages 64-66)

2.3

2.2

Less customization and higher volume Less customer contact and customization