Theoretical Framework

Service level
 User expectation

Mix

System capacity  Total number of 
users Number of tasks

Changeover

Capacity Planning

Flexibility
Modification

Human Factors
   Total employees Job Designs Workload

Volume Processes and Operations  Quantity and
 Quality levels Scheduling

Re-routing

Facilities  Design  Layout  Environment

Material

Product/Service Factors  Service mix

Flexibility responsiveness

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