a)
To classify: The level of customer contact involved in clearing a check in a bank. Also classify the level of uncertainty introduced into the service delivery system by the ability to make customized service demands.
a)
Explanation of Solution
Classification of the level of customer contact involved in clearing a check in a bank and the level of uncertainty introduced into the service delivery system:
The check clearance usually involves less interaction with the customer since the cheques are processed and the case is delivered through a computerized process. Since the process is automated, a manual method for verification is eliminated. Therefore, the chances of error are reduced, creating less uncertainty.
b)
To classify: The amount of client contact involved in the service provided by a bank teller and the level of uncertainty introduced into the service delivery by the ability make customized service demands.
b)
Explanation of Solution
Classification of the amount of client contact involved in the service provided by a bank teller and the level of uncertainty introduced into the service delivery:
The bank teller is involved in high customer contact since he or she is responsible for addressing customer queries and solving discrepancies. There is moderate uncertainty involved in the work of a bank teller.
c)
To classify: The amount of client contact involved in the service provided by a bank loan officer and the level of uncertainty introduced into the service delivery by the ability to make customized service demands.
c)
Explanation of Solution
Classification of the amount of client contact involved in the service provided by a bank loan officer and the level of uncertainty introduced into the service delivery:
Medium level of customer contact is involved in the service of a bank loan officer since he is highly involved in verifying and validating the documents submitted by the customers. The risk involved in the job is very high because there are high chances of submitting false proof to avail loans.
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Chapter 5 Solutions
OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
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- Purchasing and Supply Chain ManagementOperations ManagementISBN:9781285869681Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. PattersonPublisher:Cengage Learning