Schmenner's Service Process Matrix

Schmenner's Service Process Matrix categorizes service businesses based on their customization level and labor intensity. It maps services along two axes: whether the service is standardized or customized, and whether it requires high or low labor input. This results in four types: Service Factory (e.g., auto rentals, where services are standardized and efficient), Service Job (e.g., consulting, highly customized and labor-intensive), Service Shop (e.g., auto repair, moderate customization and labor), and Professional Service (e.g., law firms, highly customized and labor-intensive). The matrix helps businesses optimize operations by understanding their position and identifying opportunities for improvement.