Schemener's Process Matrix Essay

1228 Words Jul 13th, 2013 5 Pages
SCHEMENER’S PROCESS MATRIX

| Degree of Interaction and Customisation | | LOW | HIGH | Degree of Labour Intensity | LOW | Car wash company having 200 franchise | Courier services | | | Low-cost airline | | | | Mobile phone service provider | Automobile repair garage | | | Private bus service plying between Mumbai and Nasik with 24 buses (40-seater each) | Rent-a-car agency having 100 cars | | | Casino General Entertainment Broadcasting Channel (Capital Investment of $ 2,000 million, Salaries of Rs 600 million p.a.) Amusement park (Disney type) | | | | | | | HIGH | | Recruitment agency | | | Fast food joint, having
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ntenance of machines since capital investments are high * Address customer grievances properly * Reduce customer waiting time * Maximize customer base * Manage cost efficiently

Quadrant 3: HIGH DEGREE OF LABOUR INTENSITY AND LOW DEGREE OF INTERACTION & CUSTOMIZATION
A Fast Food Joint having, franchised 150 outlets
Few of the issues that company would encounter and should have competencies in place: * Recruiting should be done properly because attrition rate is high * Scheduling the workforce properly because they have many shifts * Making the service “warm” * Variety should be adequate * Quick service should be provided

Quadrant 4: HIGH DEGREE OF LABOUR INTENSITY AND HIGH DEGREE OF INTERACTION & CUSTOMIZATION
Call centre with 400 employees operating in India, for a US based Insurance Company
Few of the issues that company would encounter and should have competencies in place: * Since labor costs should be low proper training should be provided to the employees to make them efficient * Number of employees in each shift should be allocated properly to serve peak hours * Since there is high degree of interaction employees should phone have strong language skills and listening skills * Prompt responses should be provided

Taxi Service in Dubai having a fleet of 500 cars
Few of the issues that company would encounter and should have competencies in place: * Driver should have a good knowledge of

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