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4. Managing Technology
9. Managing complexity
Case Study of Sainsbury’s Supermarkets Ltd.
Service versus Manufacturing
Aspects Processing
Product Information Customer
Nature of Tangible Intangible
service/product Durable Perishable
Highly Server discretion
specified
Organizational Back office Front Office
Arrangements
Reengineering- Required
redesigning a company’s processes
in order to provide greater efficiency
and cost reduction.
Flexibility-
Offered customization
on a mass scale.