Details Title: Bus 140 Fund of Operatio Mgmt Description: Chapter 3 Total Flash Cards: 9 Created: 02/11/2009 08:19:08		New Users: To study from this flashcard set, or to create your own your own study flash cards, REGISTER HERE. Existing Users: CLICK HERE. Additional Business Flashcards
Cards in this set: Term Scope of Performance Measurement Definition - Financial - Customer and Market - Safety - Quality - Time - flexibility - Innovation and learning Term Financial Measures Definition - Cost of quality is not used in most organizations; it measuers what poor quality is costing an organization   - Nonprofit organizations focus more on minimizing costs and maximizing value to their target martkets, customers, and society. Term Customer-satisfaction measurement system (3 areas) Definition 1. Goods quality 2. Service quality 3. Response time Term Customer-satisfaction measurement system Definition provides a company with customer ratings of specific goods and services features, and indicates the relationship between those ratings and the customer's likely future buying behavior Term Quatlity Definition measures the degree to which the output of a process meets customer requirements Term Goods quality Definition relates to the physical performance and characteristics of a good Term Service quatlity Definition consistently meeting or exceeding customer expectations (external focus) and service delivery system performance (internal focus) for all service encounters Term 5 key dimensions of service quality Definition 1. Tangibles 2. Reliability 3. Responsiveness 4. Assurance 5. Empathy Term Tangibles Definition physical facilities, uniforms, equipment, vehicles, and apprearance of employees