Roger Schmenner

Roger Schmenner is a notable figure in operations management, recognized for his contributions to business process design and service operations. He introduced concepts that help organizations improve efficiency and effectiveness in delivering services. Schmenner is known for developing the "service process matrix," which categorizes service types based on customization and labor intensity. This framework helps businesses understand and optimize their service delivery. His work emphasizes the importance of aligning operations strategy with customer needs, ultimately guiding companies to enhance performance and satisfaction in both goods and services.