In the mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following EXCEPT:
A) automation.
B) standardization.
C) tight quality control.
D) removing some services.
E) customization.

Question

Quizplus · Accepted Answer

In the mass service and service factory quadrants, the focus is on standardized services and high efficiency. Therefore, customization would not be a priority as it may slow down the process and increase costs. The other options, such as automation, standardization, tight quality control, and removing some services, are all important strategies to consider in these quadrants.

In the Mass Service and Service Factory Quadrants of the Service