Question

According to PCN analysis, service operations exist only within the area(s) of: a. independent processing.b. independent processing and surrogate interaction. c. independent processing and direct interaction. d. surrogate interaction and direct interaction. e. independent processing, surrogate interaction, and direct interaction.

Answer 1

Answer:

(D). surrogate interaction and direct interaction.

Explanation:

Process Chain Network (PCN) analysis involves designing an organization's processes in such a way that it brings about better interaction with customers.

The PCN analysis highlights three process areas which are; surrogate interaction, direct interaction and independent processing areas.

Service operations only exist within the areas of surrogate interaction and direct interaction, because they require more interaction with customers and are more personal in nature.

Answer 2

Answer:

The correct answer is letter "D": surrogate interaction and direct interaction.

Explanation:

The Process-Chain-Network (PCN) Analysis is a study that aims to improve processes in the delivery of goods or services to end-customers to optimize the interaction between sellers and buyers. That interaction could be direct or surrogate. In either way of interaction, the level of documentation needed is wide and requires participants of the PCN analysis to play specific job instructions.