How can group technology be used in a service setting? Provide an example and describe two advantages of using this principle in a service setting

Question

What will be an ideal response?

Answer 1

The theory behind group technology is to group parts or products into families and set aside groups of machines for their production. In a service setting, the parts are customers and the groups of machines may be customer service representatives or could be machines. Examples will vary, but in a university setting, student advising is most likely done using group technology principles, e.g., students are assigned to an advisor based on their major rather than alphabetically. This means that the advisor can develop intimate knowledge of a few majors rather than the virtually impossible task of understanding the quirks of all majors and departments at a university. Many businesses parse their customer bases into commercial and residential groups as well.