Performance metrics for the service industry

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How does the operations function relate to the service industry, e.g., Starbucks, a call center, etc.? What performance metrics are more critical here as compared to a traditional manufacturing operation? Provide specific examples.

In an organization, operations may include marketing, sales, human resources, and other departments. The operations function relate to the service industry in that all that parts (e.g. sales, marketing, etc) exist for "the production or delivery of goods or services."

Reference: Page 2
Operations Management in Business
By: Andrew ...