Details

Title: Bus 140 Fund of Operatio Mgmt

Description: Chapter 3

Total Flash Cards: 9

Created: 02/11/2009 08:19:08

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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