Certified Production & Operations Manager (POM) Practice Exam

Which of the following terms represents processes that are not visible to customers?

1. Back-of-the-house

2. Frontline

3. Service encounters

4. Customer interaction

The correct answer is: Back-of-the-house

The term that represents processes that are not visible to customers is commonly referred to as "Back-of-the-house." This concept encompasses all activities and processes that take place behind the scenes in a service-oriented business. For instance, in a restaurant, the kitchen operations, food preparation, inventory management, and maintenance tasks are all considered back-of-the-house functions. Customers typically do not see these activities, yet they are crucial for delivering the final service or product that the customer experiences. In contrast, the other terms like "Frontline," "Service encounters," and "Customer interaction" all refer to processes that involve direct engagement with the customer. These activities are visible to customers and are essential elements of their overall experience.