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CMA Intermediate · Operations Management and Strategic Management · Introduction to Operations Management

Which feature is typically HIGHER in service operations than in manufacturing operations?

Customer contact and participation is typically higher in service operations. The customer is often present during delivery and influences the process, whereas manufacturing usually separates the customer from production, allows finished-goods inventory, measures output in physical units and can centralise production in a remote plant.

  1. ADegree of customer contact and participation in the processCorrect
  2. BAbility to hold finished-goods inventory
  3. CEase of measuring output with physical units
  4. DPossibility of centralising production at one remote plant

Explanation

Customers are usually present and involved in service delivery, giving high contact. Services cannot be stocked, are harder to measure in physical units, and are usually delivered near the customer, so the other options describe features stronger in manufacturing.

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