CHAP 4 OM: GOODS AND SERVICE DESIGN Flashcards
tests consumer reactions to prototypes. process by which a model is constructed to test a product’s performance under actual operating conditions
prototype testing
customer requirements as expressed in the customer’s own words
voice of the customer
japanese engineer, maintained that the traditional practice of setting design specifications is inherently flawed.
Genichi Taguchi
an approach to guide the design, creation, and marketing of goods and services by integrating the voice of the customer into all decisions
quality function deployment (QFD)
is the probability that manufactured good, piece of equipment, or system performs its intended function for a stated period of time under specified operating conditions
reliability
the process of designing a product for efficient production at the highest level of quality
design for manufacturability (DFM)
process of trying to simplify designs to reduce complexity and costs and thus improve productivity, quality, flexibility, and customer satisfaction
product simplification
includes facility location and layout, the servicescape, service process and job design, and technology and information support system.
service-delivery system design
is the explicit consideration of environmental concerns during the design of goods, services, and processes, and includes such practices as a designing for recycling and disassembly
design for environment (DfE)
all the physical evidence a customer might use to form an impression. it also provides the behavioral setting where service encounters take place
servicescape
designed into servicescape to please the 5 human senses
ambient conditions
how furniture, equipment, and office spaces are arranged
spatial layout and functionality
more explicit signals that communicate an image about a firm
signs, symbols, and artifacts
some servicescape that termed very simple
lean servicescape environments
more complicated designs and service systems are termed
elaborate servicescape environments
is the activity of developing an efficient sequence of activities to satisfy both internals and external customer requirements
service process design
focuses on interaction, directly or indirectly between the service providers and the customer
service encounter design
refers to the physical or virtual presence of the customer in the service -delivery system during a service experience
customer contact
systems in which the percentage of customer contact is high
high-contact systems
those in which it is low percentage of customer contact
low-contact systems
are measurable performance levels or expectations that define the quality of customer contact with representatives of an organization
customer- contact requirements
means giving people authority to make decisions based on what they feel is right , to have control over their work, to take risks and learn from mistakes, and to promote change.
empowerment
is any problem a customer has – real or perceived– with the service -delivery system and includes terms such as service failure, error, defect, mistake, and crisis
service upset
is a promise to reward and compensate a customer if a service upset occurs during the service experience
service guarantee
a guarantee that is in writing,a nd included in service provider publications and advertisements
explicit service guarantees
a guarantee that is not in writing but are implied in everything
implicit guarantees
is a process of correcting a service upset and satisfying the customer
service recovery
