Chapter 6 SCM 352 Flashcards
______ is the process by which a model ( real or simulated) is constructed to test the product’s performance under actual operating conditions, as well as consumer reactions to the prototypes.
PROTOTYPE TESTING
Customer requirements, as expressed in the customer’s own words, are called the ______.
VOICE OF THE CUSTOMER
______ is 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
_____ is the probability that a manufactured good, piece of equipment, or system performs its intended function for a stated period of time under specified operating conditions.
RELIABILITY
Reliability is a _____, that is, a value between 0 and 1.
PROBABILITY
_____ is the process of designing a product for efficient production at the highest level of quality.
DESIGN FOR MANUFACTURABILITY
______ is the process of trying to simplify designs to reduce complexity and costs and thus improve productivity, quality, flexibility, and customer satisfaction.
PRODUCT SIMPLIFICATION
_____ is the explicit consideration of environmental concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly.
DESIGN FOR ENVIRONMENT (DFE)
________ includes facility location and layout, the servicescape, service process and job design, technology and information support systems, and organizational structure.
SERVICE-DELIVERY SYSTEM DESIGN
The _____ is all the physical evidence a customer might use to form an impression.
SERVICESCAPE
The ____ also procides the behavioral st\etting where secie encounters take place.
SSERVICESCAPE
What are the three principal dimensions of a servicescape?
AMBIENT CONDITIONS
SPATIAL LAYOUT AND FUNCTIONALITY
SIGNS, SYMBOLS, AND ARTIFACTS
Some servicescapes, termed _______, are very simple.
LEAN SERVICESCAPE ENVIORNMENTS
______ provide service using simple designs (for example, Tickertron outlets or FedEx kiosks).
LEAN SERVICESCAPE ENVIORNMENTS
More complicated designs and service systems are termed ______.
ELABORATE SERVICESCAPE ENVIORNMENTS
_______ provide service using more complicated designs and service systems )for example, hospitals, airports, and universities)
ELABORATE SERVICESCAPE ENVIORNMENTS
_______ is the activity of developing an efficient sequence of activities to satisfy both internal and external customer requirements.
SERVICE PROCESS DESIGN
______ focuses on the interaction, directly or indirectly, between teh 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 servce experience.
CUSTOMER CONTACT
Systems in which the precentage of customer contact is high are called _______; those in which it is low are called __________.
HIGH CONTACT SYSTEMS; LOW- CONTACT SYSTEMS
_______ focuses on the interaction, directly or indirecttly between the service provider and the customer.
SERVICE ENCOUNTER DESIGN
________ refers to the physical or virtual presence of the custoemr in the service- delivery system during a service experience.
CUSTOMER CONTACT
_______ are measurable performance levels or expectations that define the quality of ustomer contact with rpresentatives of an organization.
CUSTOEMR- CONTACT REQUIREMENTS
_____ simply means giving people authority to make decisions bassed on what thye feel is right, to have control over their work, to take risks and learn from mistakes, and to promote change.
EMPOWERMENT
A _____ is any problem a customer has- real or percieved- with the service- delivery system and includes terms such as service failure, error, defect, mistake, and crisi.
SERVICE UPSET
A _____ is a promise to reward and compensate a customer if a service upset occurs durring the service experience.
SERVICE GUARENTEE
____ is the process of correcing a service upset and satisfying the customer.
SERVICE RECOVERY
