Operations capability refers to the activity or process that production does especially well. Each company's
operations capability matches up with its business strategy so that the firm's activities, from top to bottom, are focused in a
particular direction. For example, the operations capability of FedEx is dependability.
What is the difference between high-contact and low-contact services? Give an example of
A high-contact service is one in which the service cannot be provided unless the customer is physically in the
system (for example, hair salons, public transportation). A low-contact service is one in which the service can be provided
without the customer being physically in the system (for example, lawn care, cheque processing).