Using the information in Exhibit 7.7 in the picture below this box, service Tech
ID: 469971 • Letter: U
Question
Using the information in Exhibit 7.7 in the picture below this box,
service Technology
intangible output
product and consumption take place simultaneously
labor-and knowledge-intensive
customer interaction generally high
human element very important
quality is perceived and difficult to measure
rapid response time usually necessary
site of facility is extremely important
manufactoring technology
tangible product
products can be inventoried for later consumption
capital asset-intensive
little direct customer interaction
human element may be less import
quality is directly measured
longer response time is acceptable
site of facility is moderately important
service
airline
hotels
consultant
health care
law firm
product and service
fast-food outlet
cosmetics
real estate
stockbroker
retail stores
product
soft drink
steel companies
automobile manufacturers
mining corporations
food processing plants
you are to use two companies of your choosing (one service based, the other a manufacturer), and compare them using 4 factors listed under service technology and manufactoring technology. It may be easier to complete the assignment using a table
service Technology
intangible output
product and consumption take place simultaneously
labor-and knowledge-intensive
customer interaction generally high
human element very important
quality is perceived and difficult to measure
rapid response time usually necessary
site of facility is extremely important
manufactoring technology
tangible product
products can be inventoried for later consumption
capital asset-intensive
little direct customer interaction
human element may be less import
quality is directly measured
longer response time is acceptable
site of facility is moderately important
service
airline
hotels
consultant
health care
law firm
product and service
fast-food outlet
cosmetics
real estate
stockbroker
retail stores
product
soft drink
steel companies
automobile manufacturers
mining corporations
food processing plants
Explanation / Answer
Factors
Multi-Specialty Hospital
FMCG company
1
It offer healthcare services of different nature. It is offered on an appointment basis. But, services of doctors and health care specialist cannot be stored.
Company offers malted food that can be stored as inventories due to its tangible nature.
2
Hospital owns a long list of qualified doctors, surgeons and other specialist. It is the human resource of the hospital that attracts patients even from abroad.
It is the technology and machine system that defines the quality and shelf life of the product.
3
Quality is perceived as healthcare offered by any specialist can also deliver not so desired results due to poor conditions of the patient. Delayed diagnosis due to complexity of the issue can also affect the results.
Quality of product can be easily determined because products can be tested and compared against the sent benchmark.
4
Here, response time is rapid become it is person oriented.
Response time is high because accommodation of change takes time. Also, it is a costly process.
Factors
Multi-Specialty Hospital
FMCG company
1
It offer healthcare services of different nature. It is offered on an appointment basis. But, services of doctors and health care specialist cannot be stored.
Company offers malted food that can be stored as inventories due to its tangible nature.
2
Hospital owns a long list of qualified doctors, surgeons and other specialist. It is the human resource of the hospital that attracts patients even from abroad.
It is the technology and machine system that defines the quality and shelf life of the product.
3
Quality is perceived as healthcare offered by any specialist can also deliver not so desired results due to poor conditions of the patient. Delayed diagnosis due to complexity of the issue can also affect the results.
Quality of product can be easily determined because products can be tested and compared against the sent benchmark.
4
Here, response time is rapid become it is person oriented.
Response time is high because accommodation of change takes time. Also, it is a costly process.
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