Zero defects is a goal to be strived for types of

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Zero defects is a goal to be strived for TYPES OF SERVICE There are three types of service: (1) electronic/mechanical; (2) indirect personal transactions and; (3) face to face transactions. Standards must be established for each and each must be managed MANAGING THE SERVICE TRANSACTION Organizations tend to take the either a product view (“what” or controlling the tasks that make up the service) or a process view (“how” or concentration on the guest-server interaction) of service Their view drives how service is managed in their organizations McDonald’s take the product view where all systems are routinized; Four Seasons takes the latter view where everything is focused on the interaction with the guest The non-inventorial nature of services; - - Because the consumption of the service and its production occur simultaneously, there is no inventory
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  • Fall '09
  • DavidDavies
  • Hazard Analysis and Critical Control Points, Critical Control Points, indirect personal transactions

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