Chapter 3 SCM 352 Flashcards
______ is the act of quantifying the performance of organizational units, goods and services, proceses, people, and other business activites.
MEASURMENT
A ___________ provides a company with customer ratings of specific goods and service features and indicates the relationship between those ratings and the customer’s likely future buying behavior.
CUSTOMER- SATISFACTION MEASUREMENT
_________ measures the degree to which the output of a process meets customer requirements .
QUALITY
__________ relates to the physical performance and characteristics of a good.
GOODS QUALITY
________ is consistently meeting or exceeding customer expectations (external focus) and service- delivery system performance (internal focus) for all service encounters.
SERVICE QUALITY
Errors in service creation and delivery are sometimes called ______ or _____.
SERVICE UPSETS OR SERVICE FAILURES
_______ is the time it takes to perform some task.
PROCESSING TIME
______ is a fancy word for wait time- the time spent waiting.
QUEUE TIME
__________ is the ability to adapt quickly and effectively to changing requirements.
FLEXIBILITY
_______ is the abilty to develp a wide range of customized goods or services to meet different or chaning customer needs.
GOODS AND SERVICE DESIGN FLEXIBILTY
______ is the ability to respond quickly to changes in the volume and type of demand.
VOLUME FLEXIBILITY
_______ refers to the ability to create new and unique goods and services that delight customers and create competitive advantage.
INNOVATION
_____ refers to creating, acquiring, and transferring knowledge, and modifying the behavior of employees in response to internal and external change.
LEARNING
_______ is the ratio of the output of a process to the input.
PRODUCTIVITY
_______ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.
OPERATIONAL EFFICIENCY
