Manufacturing and service operations are often presented as very different operations. In practice, pure examples of service and manufactured goods are difficult to observe. Manufacturing and service operations have many similarities as well as differences.

Service processes can be described using the customer – contact matrix: Front Office, Hybrid Office and Back Office. Manufacturing processes are categorized as: project, job shop, batch, line, or continuous.

2 a) Select and defend your selection of the manufacturing process that has the greatest similarity to a Back Office service process. Discuss the similarities and differences of a Back Office service process and the corresponding manufacturing process chosen.
2 b) Garvin's eight dimensions of quality are described in manufacturing terms and are not specified for services. Discuss how the dimensions of quality of Performance Quality, Conformance Quality, and Durability Quality, apply or do not apply to a Front Office service process.
2 c) Lean Systems define 8 types of waste or Muda. Please discuss how the wastes of Inappropriate Processing, Overproduction, and Motion apply or do not apply to the Back Office service process.

Employees of dti, inc. worked 1,600 direct labor hours in january and 1,000 direct labor hours in february. dti expects to use 18,000 direct labor hours during the year, and expects to incur $22,500 of worker’s compensation insurance cost for the year. the cash payment for this cost will be paid in april. how much insurance premium should be allocated to products made in january and february?

The amberssen specialty company is a chain of twelve retail stores that sell a variety of imported gift items, gourmet chocolates, cheeses, and wines in the toronto area. amberssen has an is staff of three people who have created a simple but effective information system of networked point-of-sale registers at the stores and a centralized accounting system at the company head- quarters. harry hilman, the head of amberssens is group, has just received the following memo from bill amberssen, sales director (and son of amberssen’s founder). harry—it’s time amberssen specialty launched itself on the internet. many of our competitors are already there, selling to customers without the expense of a retail storefront, and we should be there too. i project that we could double or triple our annual revenues by selling our products on the internet. i’d like to have this ready by - giving, in time for the prime holiday gift-shopping season. bill after pondering this memo for several days, harry scheduled a meeting with bill so that he could clarify bill’s vision of this venture. using the standard con- tent of a system request as your guide, prepare a list of questions that harry needs to have answered about this project.

Which of the following is least likely to a team solve problems together