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Process Structure decisions in fixing Process Strategy

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Discuss Process Structure decisions in fixing Process Strategy in Service which takes into account customer contact.

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Solution Summary

The expert examines the process structure decision in fixing process strategies.

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(See attached for a more complete response which contains figures.)

A good process strategy for service process depends first and foremost on the type and amount of customer contact. Customer contact is the extent to which the customer is present, is actively involved, and receives personal attention during the service process.

Active contact: The customer is very much part of the creation of the service and affects the service process itself.

Passive contact: The customer is not ...

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