Operations Management Assignments

LP3 Assignment: Front-room/Back-room Services

Identify the front-room and back-room services for the following organizations. Could these services be improved by increasing or decreasing the degree of customer contact? By separating low- and high-contact services?

a. Hospital

b. Trucking firm

c. Grocery store

d. Appliance repair firm

Front and back room services are very important and play a dynamic role in customer service when it comes to consumers through employee satisfaction. However, in certain organizations there is a level of customer contact that is involved. We will discuss how these services may be improved by increasing or decreasing the degree of customer contact, and by separating low- and high-contact services in the following areas:

a. Hospital,

b. Trucking firm,

c. Grocery store, and

d. Appliance repair firm

HOSPITAL

Front room services- Admitting patients, administering lab and radiological test, dispensing drugs, feeding patients, providing health care information and education, and providing surgical and therapeutic treatments.

Back room services- Test processing lab, creating and tracking billing and insurance information, managing inventory, purchasing, preparing food, laundering, handling personnel matters, and maintaining medical equipment and the hospital building.

TRUCKING FIRM

Front room services- Pick up goods, delivering goods, the trucking firm services and pricing for those services.

Backroom services- Scheduling dispatching trucks, keeping trucks in good repair and purchasing trucks.

GROCERY STORE

Front room services- Having a bakery and or deli, check out service and carry out service.

Backroom services- Products on shelf, personnel, inventory of products and store equipment maintenance.

APPLIANCE REPAIR FIRM

Front room services-

Backroom services-