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Briefly describe the product-process matrix and the customer-contact matrix for service processes.

Briefly describe the product-process matrix and the customer-contact matrix for service processes.

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A product process is used to analyze the relationship between the product life cycle and the process or technological life cycle associated with the product. Typical components of a product process matrix include the stages through which the product is manufactured and against each level of volume the technology used and the process in place is indicated in the matrix. A customer contact matrix in the service organization is matrix designed for the services offered along with the passive involvement of the customers. It includes the organizations identified customers along with the type of service provided to each client. The service package along with the process required for each service is mapped in the matrix.

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