Process Strategy in Customer Management

Strategy is choice of goal. Make choices that fit the situation and that make sense together, that have a close strategic fit. Management must pay particular attention to the interfaces between processes. General purpose of this lecture is to present on Process Strategy in Customer Management. Customer contact is the extent to which the customer is present, actively involved, and receives personal attention during the service process. Here briefly focus on four basic process decisions: Process structure including layout; Customer involvement; Resource flexibility and Capital intensity.