DB Forum 3
Mass customization is largely used in the production industry that allows a customer to be able to request a product specifically tailored to what they want. This concept can also be used in the service industry. Mass customization refers to the using of mass-production technology to cost effectively provide services that fit individual demands of the customer (Daft, 2013). The goal then for mass customization would be to make the service flexible enough to meet the needs of each customer. SBC Holdings provides banking services to its customers. SBC Holdings uses mass customization in its mass markets. Mass customization has two components the standardization of a commodity and customization of a service. An example from SBC Holdings is the credit card service. The credit cards are the standardized commodity with financial services that can be tailored to each customer’s needs (Teo, 1997). Banking is just one example of how mass customization can be applied to a service industry. In healthcare, treating illnesses or diseases can take on different approaches. Healthcare organizations can allow customization of treating options and customization of office visits or phone appointments. This allows the customer to have more say and choice to what they prefer.
A comment of a top executive that claimed superior management is a craft technology because the work contains intangibles does not take away the appropriateness to teach management in a business school. In order to understand this more fully the definition of craft technology needs to be further analyzed. Craft technology is a category of technology that is characterized by a stable stream of activities, but is not analyzable (Daft, 2013). The dimensions of variety and analyzability form craft technology. Varity is the number of unexpected events that occur while...