Final answer:
The phrase referred to in the student's question about managing customers as co-producers is known as the 'division of labor'. This concept is key to understanding how labor, capital, and materials are used to efficiently produce goods or services, and how customers can play a role in the service delivery process.
Step-by-step explanation:
The phrase 'Strategically consider who should be doing what and why' in the context of managing customers as co-producers is often referred to as the division of labor. This concept is fundamental in the production process as well as in determining the roles of various stakeholders in the service delivery system.
Understanding the division of labor is crucial for optimizing efficiency and quality in producing goods or services. In a typical production process, such as pizza making, the inputs, or factors of production, include labor (such as the pizzaiolo), capital (like the kitchen equipment), and raw materials (flour, water, tomatoes, etc.). Each member of the production process specializes in a specific task to improve the overall efficiency and effectiveness of the product or service delivered to the customer.
In the realm of customer management, recognizing customers as co-producers implies identifying the tasks or roles that the customer should assume to contribute to the service delivery process. This could range from self-service elements like checking in at a kiosk, to providing feedback for service improvement. In any organizational structure, it is essential to establish clear roles and understand the expectations placed upon employees by their managers to fulfill their responsibilities effectively and deliver value to the customers.