Final answer:
In service factory and service shop settings, the operations manager should focus on managing high labor intensity processes, balancing cost efficiency, and process technology requisites. As costs and technologies change, managers must adapt their approach to maintain quality and efficiency in labor-intensive service environments.
Step-by-step explanation:
In service factory and service shop environments, the operations manager should focus extensively on c) their process, which is high labor intensity. Contrary to the need for automation and the use of machines, managing labor-intensive processes requires a different approach to ensure efficiency and service quality.
Historical analysis of the factory environment reveals a shift toward automation and standardized processes. Embracing principles like Fredrick Taylor's scientific management led to a mechanized work environment with minimal employee interaction and repetitive tasks. While technology such as assembly lines and automated procedures offer benefits in terms of cost and consistency, they can lead to a workforce that's largely unskilled and easily replaceable.
However, environmental changes, like an increase in the cost of machines, might necessitate a shift back towards labor-intensive processes due to increased capital costs. Operations managers must balance these dynamics, selecting production technology that aligns with cost efficiency, labor skills, and process requirements to ensure optimal service delivery.