Certified Production & Operations Manager (POM) Practice Exam 2026 – Your All-in-One Guide to Exam Success!

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What do we call elements of the service process with little to no contact with the customer?

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Back-of-the-house

The term "back-of-the-house" refers to elements of the service process that operate without direct interaction with the customer. This includes tasks and activities that are essential to delivering the service but do not involve customer-facing roles. These back-of-the-house operations typically handle logistics, preparation, and management processes that support front-end services. For instance, in a restaurant setting, the kitchen staff and supply chain management are vital to the overall service but do not engage with patrons directly.

Understanding the concept of back-of-the-house is crucial as it highlights the infrastructure that enables effective customer service, ensuring that the front-of-house staff can provide a seamless experience. It also emphasizes the importance of operational efficiency and organization behind the scenes in delivering high-quality service.

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