Term
| To create satisfied customers, the organization needs to: |
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Definition
| 1-identify customers’ needs, 2-design the production and service systems to meet those needs, and 3-measure the results as the basis for improvement. |
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Term
| use ______ information to identify and innovate product offerings and customer support processes to meet and exceed customer requirements and expectations, to expand relationships, and to identify and attract new customers and markets. |
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Definition
|
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Term
| Develop _______ that ensure that customers receive prompt resolution of their concerns and that lead to recovery of their confidence, and enhance their satisfaction and engagement, and that enable aggregation and analysis of complaints to facilitate improvement. |
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Definition
| effective complaint management processes |
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Term
| _____ wants and needs drive competitive advantage, and statistics show that growth in market share is strongly correlated with _________. |
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Definition
| Customer;customer satisfaction |
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Term
| _____ customers tell more people about their experiences than ___ customers. |
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Definition
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Term
| It costs five times more to ____than to keep an existing one happy. |
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Definition
|
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Term
| __________ refers to customers’ investment in or commitment to a brand and product offerings. |
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Definition
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Term
| Characteristics of Customer Engagement |
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Definition
Customer retention and loyalty
Customers’ willingness to make an effort to do business with the organization, and
Customers’ willingness to actively advocate for and recommend the brand and product offerings |
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Term
| Customer satisfaction results from an organization’s ability to ____ |
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Definition
| meet and exceed expectations and deliver higher value than competitors. |
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Term
|
Definition
| American Customer Satisfaction Index |
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Term
| customer satisfaction to its determinants: |
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Definition
| customer expectations, perceived quality, and perceived value. Customer satisfaction, in turn, is linked to customer loyalty, which has an impact on profitability. |
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Term
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Definition
| Organizational level, process level, performer level |
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Term
| organizational level- customer group |
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Definition
consumers
external customers
employees
society |
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Term
| Process level - customer group |
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Definition
| internal customer units or groups |
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Term
| Performer level - customer group |
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Definition
| individual internal customers |
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Term
| organization’s value chain. |
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Definition
| The “natural customer-supplier linkages” among individuals, departments, and functions build up the chain of customers throughout an organization that connect every individual and function to the external customers |
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Term
|
Definition
Demographics
Geography
Volumes
“Vital few” and “useful many”
Profit potential |
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Term
|
Definition
| allows a company to prioritize customer groups |
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Term
| Key Dimensions of Manufacturing Quality |
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Definition
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics |
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Term
| Key Dimensions of Service Quality |
|
Definition
Reliability
Assurance
Tangibles
Empathy
Responsiveness |
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Term
| Kano Model of Customer Needs: |
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Definition
| dissatisfiers, satisfiers, exciters/delighters |
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Term
|
Definition
| expected requirements that cause dissatisfaction if not present |
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Term
|
Definition
|
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Term
|
Definition
|
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Term
| a variety of methods - listening posts |
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Definition
| to collect information about customer needs and expectations, their importance, and customer satisfaction with the company’s performance on these measures. |
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Term
|
Definition
Comment cards and formal surveys
Focus groups
Direct customer contact
Field intelligence
Complaint analysis
Internet monitoring |
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Term
| Tools for Classifying Customer Requirements: |
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Definition
Affinity diagram
Tree diagram |
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Term
| Many organizations still focus more on processes and products from an __ perspective, rather than taking the perspective of the __ customer. |
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Definition
|
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Term
|
Definition
| a comparison of ACTUAL QUALITY to EXPECTED QUALITY |
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Term
| An organization fosters customer engagement by |
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Definition
| developing trust, communicating with customers, and effectively managing the interactions and relationships with customers through approaches and its people. |
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Term
|
Definition
| every interaction between a customer and the organization. |
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Term
| Building a Customer-Focused Culture |
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Definition
Commitments and customer support
Selecting and developing customer contact employees
Customer contact requirements
Complaint management and service recovery
Strategic partnerships and alliances
Customer-focused technology |
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Term
| To improve products and processes effectively, companies must do more than simply fix the immediate problem. They need |
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Definition
| a systematic process for collecting and analyzing complaint data and then using that information for improvements. |
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Term
|
Definition
| Customer Relationship Management |
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Term
| Measuring Customer Engagement |
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Definition
1. Discover customer perceptions
2. Identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal
3. Identify internal work process that drive satisfaction and loyalty
4. Track trends |
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Term
| An effective customer satisfaction measurement system results in |
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Definition
| reliable information about customer ratings of specific product and service features and about the relationship between these ratings and the customer’s likely future market behavior. |
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Term
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Definition
| responses that are tied directly to key business processes, so that what needs to be improved is clear; and information can be translated into cost/revenue implications to support the setting of improvement priorities |
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Term
| customer satisfaction measurement |
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Definition
| identifies processes that have high impact on satisfaction and distinguishes between low performing processes |
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Term
|
Definition
|
|
Term
| A fundamental aspect of Six Sigma methodology is |
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Definition
| identification of critical to quality (CTQ) characteristics that are vital to customer satisfaction. |
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Term
|
Definition
|
|
Term
| Six Sigma projects revolve around |
|
Definition
| developing appropriate customer satisfaction measurement processes, as well as trying to improve the design and delivery of CTQs identified through voice of the customer processes. |
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Term
| Importance of Process Management |
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Definition
Prevent defects and errors,
Eliminate waste and redundancy,
Lead to better quality and improved company performance through shorter cycle times, improved flexibility, and faster and more consistent customer response. |
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Term
| Leading companies identify important ___throughout the value chain that affect customer satisfaction |
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Definition
|
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Term
|
Definition
– those most important to “running the business”
like: Design processes – activities that develop functional product specifications. and
Production/delivery processes – those that create or deliver products |
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Term
|
Definition
| those most important to an organization’s value creation processes, employees, and daily operations |
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Term
| Types of business Processes |
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Definition
Value-creation processes
Support processes |
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Term
|
Definition
|
|
Term
| process management consists of 3 main acitivties: |
|
Definition
1.Design
2. Control
3. Improvement |
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Term
|
Definition
| a term that is commonly used to characterize flexibility and short cycle times. |
|
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Term
|
Definition
| refers to the ability to adapt quickly and effectively to changing requirements. |
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Term
| Services have 3 basic components: |
|
Definition
1. physical facilities, processes, procedures
2. employee behavior
3. employee professional judgement |
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Term
|
Definition
| an approach for mistake-proofing processes using automatic devices or methods to avoid simple human error |
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Term
|
Definition
|
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Term
|
Definition
1. prediction of error
2. detection of error |
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Term
|
Definition
| is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance |
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Term
| process control is important for 2 reasons: |
|
Definition
1. methods are basis for effective daily management of processes
2. long term improvements cannot be made unless process is first under control |
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Term
| after-action review or debriefing |
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Definition
| rather than simply correcting a mistake, the focus becomes preventing them from occurring again in the future. learning occurs. |
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Term
|
Definition
| documented control procedures that are written down |
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Term
|
Definition
| gradual and orderly continuous improvement by everyone in the company |
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Term
|
Definition
| refers to the time it takes to accomplish one cycle of a process |
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Term
| ___should be a proactive task of management and be viewed as an opportunity, not a reaction to problems and competitive threats. |
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Definition
|
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Term
| The ____ focuses on both short-term continuous improvement and long-term organizational learning. |
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Definition
|
|
Term
| the 4 stages in the Deming Cycle: |
|
Definition
| plan, do, study, act (PSDA) |
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Term
|
Definition
| define, measure, analyze, improve and control |
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Term
|
Definition
| Theory of Inventive Problem Solving (Russian) |
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Term
|
Definition
| the search of industry best practices the lead to superior performance |
|
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Term
|
Definition
| refers to approaches that produce exceptional results, are innovative, and are recognized by customers |
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Term
|
Definition
| involves studying products, processes, performance of competitors in same industry to compare pricing, quality, other performance of products and services. |
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Term
|
Definition
| identifies the most effective practices in companies that perform similar functions, no matter the industry |
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Term
|
Definition
| examines how companies compete and seeks the winning strategies that have led to competitive advantage and market success |
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Term
|
Definition
| the fundamental rethinking and radical redesign of business processes to cheavie dramatic improvments in critical measures of performance (like cost, quality, speed, service) |
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Term
| 2 advantages of six sigma |
|
Definition
1. clearly linked to strategic needs,
2. projects are managed under a common framework |
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Term
|
Definition
|
|
Term
|
Definition
| a science, collection, organization, analysis, interpretation, and presentation of data |
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Term
| statistical thinking is based on these principles: |
|
Definition
1. all work is under system of interconnected processes
2. variation exists in all processes
3. understanding and reducing variation are keys to success |
|
|
Term
| common causes of variation: |
|
Definition
| a result of the design of product, and production system. 80-95% of observed variances. |
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Term
| special causes, assignable causes of variation: |
|
Definition
| arise from external sources that are not inherent in the process. random and unpredictable, easy to detect |
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Term
|
Definition
| a system governed by common causes. |
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Term
|
Definition
| the collectively exhaustive set of outcomes from an experiment makes this |
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Term
|
Definition
| a math function that assigns numerical values to every possible outcome in a sample space |
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Term
|
Definition
| can take only infinite values (i.e. the number of defects in a sample) |
|
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Term
| continuous random variable |
|
Definition
| can take on any real value over a specified interval of real numbers |
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Term
|
Definition
| represents a theoretical model of the relative frequency of a random variable |
|
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Term
|
Definition
| forms the basis for applications of statistics. |
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|
Term
| 2 causes of a sampling error: |
|
Definition
1. sampling error
2. systematic error (nonsampling error) |
|
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Term
|
Definition
| small sample size of n drawn from a larger population of size N so that any n has equal chance of being chosen |
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Term
|
Definition
| simple random sampling, stratified sampling, systematic sampling, cluster sampling, judgement sampling |
|
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Term
|
Definition
| every item in population has an equal probability of being selected |
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Term
|
Definition
| population is partitioned into groups, strata, and a sample is selected from each stratum |
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Term
|
Definition
| every nth (4th,5th,6th etc) item is selected |
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Term
|
Definition
| a typical group is selected, and a random sample is taken from within the group |
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Term
|
Definition
| expert opinion is used to determine the location and the characteristics of a definable sample |
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Term
|
Definition
| pop- complete set or collection of objects of interest; sam- a subset of objects taken from population |
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Term
|
Definition
| inferences about 2 contrasting propositions relating to the value of a population parameter, one of truth in absence of contradictory data |
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Term
|
Definition
| analysis of a dynamic time series |
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Term
|
Definition
| analysis of a static population |
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Term
| Analysis of variance (ANOVA) |
|
Definition
| a methodology for drawing conclusions about equality of means of multiple populations |
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Term
|
Definition
| a tool for building statistical models that characterize relationships between dependent variable and one or more independent variables- all are numerical |
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Term
|
Definition
| a measure of a linear relationship between two variables- x and y- and is measured by the population correlation coefficent |
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