Shared Flashcard Set

Details

BA 339
Chapter 9
20
Management
Undergraduate 3
05/01/2012

Additional Management Flashcards

 


 

Cards

Term
communications gap
Definition
The difference between a company's actual performance and what a company communicates about its performance.
Term
customer management
Definition
The design and execution of the processes that provide customers with products and services they desire.
Term
customer relationship management (CRM)
Definition
A software and information technology based approach used to collect and analyze customer data from numerous sources for the purpose of developing strategically appropriate relationships with customers.
Term
customer satisfaction
Definition
Meeting or exceeding customer expectations.
Term
customer service
Definition
A supplier's ability to provide product availability, lead-time performance, and service reliability.
Term
fill rate
Definition
A measure of the impact of stockouts over time or over multiple orders from customers.
Term
knowledge gap
Definition
The gap between customers' real expectations and managers' perceptions of those expectations.
Term
lead time
Definition
The amount of time that passes between the beginning and ending of a set of activities.
Term
line fill rate
Definition
A measure of service performance as the percentage of purchase order lines that are filled in total.
Term
order fill rate (orders shipped complete)
Definition
A measure of the percentage of orders that are shipped complete with all items ordered by a customer.
Term
order-to-delivery (OTD)
Definition
The time that passes from the instant the customer places an order until the instant that the customer receives the product.
Term
lead time
Definition
The amount of time that passes between the beginning and ending of a set of activities.
Term
perception gap
Definition
The gap that exists when customers perceive performance to be different than actually provided.
Term
perfect order
Definition
The notion that an order should be delivered without failure in any customer service attribute.
Term
performance gap
Definition
The difference between standard and actual performance.
Term
product availability
Definition
The capacity to have inventory present when and where it is desired by a customer.
Term
satisfaction gap
Definition
The difference between perceived performance and the customer's expectation regarding performance.
Term
service reliability
Definition
A firm's ability to perform all order-related activities error-free. It also encompasses a firm's ability to provide customers with critical information regarding inventory and order status.
Term
standards gap
Definition
The gap that exists when internal performance standards do not adequately or accurately reflect customer expectations.
Term
unit fill rate
Definition
The percentage of total quantity of units ordered by customers that are actually delivered.
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