High-contact processes have the customer in the system while providing the service. While these services are less efficient, they cater more to unique customer's needs. When self-service is accepted by the customer, it can reduce costs and even provide better service in the customer's eyes—faster service with less hassle.
Service Received. This would just be added as a non-value step in their process.Finance takes care of financial reporting, investments, capitalization, and profitability. Employee involvement is often emphasized as part of lean thinking to achieve high levels of commitment by service employees. Service Blueprint The service blueprint is a way to describe the flow of a customer through a service operation from the start to the finish, along with the actions provided by the service providers both in interaction with the customer and in the "back room" out of sight of the customer. Operations management studies both manufacturing and services. Manufacturing companies have an opportunity to provide more services along with their products. It defines what the customer is receiving and what the service organization is providing. Manufacturing provides tangible facilitating goods needed to provide services; and services such as banking, accounting and information systems provide important service inputs to manufacturing. The installation of high rise shelving indicates an acceptance of wasteful inventory. ATM's have replaced many traditional tellers and online banking provides even more self-service. Use quantitative data as much as possible: state necessary assumptions.
Process that should be used for each combination of customization and customer involvement are shown on the diagonal of this matrix. Make recommendations for the lean improvements in such areas as scheduling, layout, kanban, task groupings, and inventory.
For example, in the s gas station attendants came out and pumped your gas, cleaned your windshield and even checked your oil.
Self-service[ edit ] Self-service is in wide use. The service manager should not break any of the links in order to receive the results of high probability and growth.
Manufacturing provides tangible facilitating goods needed to provide services; and services such as banking, accounting and information systems provide important service inputs to manufacturing.