Chapter 10 Flashcards
The sequence of activities from the start of a project to its completion having the greatest cumulative elapsed time thereby determining how long the entire project will take
Critical path
A flow chart diagram of the events and contingencies in the services process on paper on a computer screen in blueprint format
Blueprint
A method of organizing people and groups so as to enable them to work temporarily across the boundaries or functional units by which organizations are traditionally structured also an overlaying of a group or project team upon the traditional functional organizational structure to work on a task for a limited time which creates multiple lines of authority
Cross functional structure
A approach to a problem solving that involves drawing a diagram shapes like a fish bone of the problem and it’s possible causes
Fish bone analysis
Joseph juran model of quality planning control and improvement
Juran trilogy
A problem solving technique based on arranging the potential causes of an organizational problem I order of frequency from highest to lowest
Pareto analysis
A diagram usually in the planning of major projects consisting of circles representing completed events arrows representing the activities that must be done before an event can be considered completed and often including a critical path indicating the sequence of events that must occur on time if the project is to be completed on time
Pert/cpm chart
A device or procedure designed to prevent a defect or service failure mistake proofing in Japanese
Poka-yoke
The company’s explicit expectations for how the different aspects of the service experience should be delivered every time to every guest
Service standards
An imitation of a real or potential problem or organizational situation can be used to fictional but realistic work environment for purposes of selection or for training
Simulation
An elaborate and detailed blueprint that can be generally applied to a variety id are vice situations
Universal service map
