Shmenner Matriz

Only available on StudyMode
  • Download(s) : 45
  • Published : April 11, 2013
Open Document
Text Preview
| Degree of interaction and customization|
Degree of Labour Intensity| | LOW| HIGH|
| LOW | * Fast food * Taxi service in Dubai * Low cost airline * Rent-a-car * Private bus service Mumbai to Nasik (24 buses) * Car wash company with 200 franchises * Amusement park| * Automobile repair garage * Casino * | | HIGH| * Courier service * Mobile phone service provider | * General Entertainment broadcasting channel * Travel agency for corporates * Recruitment agency * Call center in India for a US Company * Portfolio management for high income market|

Quadrant 1: Low degree of labour intensity and low degree of interaction & customization Fast food
As the processes are automated, the fast food joints can hire unskilled labour. Due to low level of interaction and customization, limited options are available to the customer. Areas to improve:
* Wide range of options on menu card should be available
* Hospitable service
* Maintain consistency in quality and taste
* Physical surroundings should be clean
* Competitive prices

Taxi Service in Dubai
The labour skill required is driving only, so the cost is low. Customization and interaction is also low due to language barriers and culture difference. Areas to improve:
* Warm service

A Car Wash company having 200 franchisees
As the processes are automated, the car washing company can hire unskilled labour. Due to low level of interaction and customization, limited options are available to the customer. Areas to improve:

* Standard operating procedures across centers
* Warm service
* Introduce a differentiating factor in the services across the industry * Attention to physical surroundings
* Look for the right time to invest in new technology

Amusement Park (Disney type)
The labour required is not very skilled, so the cost is low. This is because most of the machinery is automated. Customization is also low due to the fact that rides and shows offered to the customers cannot be customized according to their needs. Areas to improve:

* Demand management
* Revenue Management
* Increase the price of ticket
* Provide more options to spend on
* Warm service
* Maximize the returns from invested resources
* Attention to physical surrounding

A Casino
Most of the games machinery is automated and not complicated. The labour required is not very skilled therefore the cost is low. Also, as the games offered cannot be customized according to customer needs therefore customization is low as well. Areas to improve:

* High investment on infrastructure to cater the expectations of big casino players. * 24*7 operations
* Courteous and warm service
* Revenue management
* Additional services to retain customers. For instance, complimentary drinks * Customer associates should be given some authority and leverage * Perception Marketing: Create a brand name with famous personalities associated to it or people who have made a fortune

Quadrant 2: Low degree of labour intensity and high degree of interaction & customization Automobile Repair Garage
In this quadrant, the degree of interaction and customization is high, so the services need to be customized according to the customer needs. The degree of labour intensity is low as most of the machinery is automated. Areas to improve:

* Quality should be maintained
* Customer requirement and complaints should be given priority * Customer waiting time should be reduced
* Customer base should be maximized
* Cost increase should be taken care of

Quadrant 3: High degree of labour intensity and low degree of interaction & customization Mobile Phone service provider
The degree of interaction & customization is low for a mobile phone service provider as it cannot be customized according to each customer. The degree of labour intensity required is...
tracking img