Average Process
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capability
low volumn and high variety (five star hotel)
commodity
high volumn low variety (factory)
simplicity
(low volumn low variety)
complexity
high volumn high variety
benefits of capability (3)
flexible, customize, innovative
benefits of commodity
low cost, consistent quality
service concept
what the org does, what to sell and deliver
consist of
- organising idea (slogan)
- service provided
- service received
outside-in
service received, customer side
focus on understanding customer and create relationship
inside out
service provided
org side
focus on reduce cost and be innovative