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OM3 CHAPTER 6
GOODS AND SERVICE DESIGN
| Question | Answer |
|---|---|
| Prototype Testing | is the process by which a model (real or simulated) is constructed to test the good's physical properties or use under actual operating conditions, as well as consumer reactions to the prototypes |
| voice of the customer | customer requirements, as expressed in the customer's own words |
| Quality function deployment (QFD) | is an approach to guide the design, creation, and marketing of goods and services by integrating the voice of the customer into all decisions |
| Reliability | 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 |
| Design failure-mode-and-effects analysis (DFMEA) | is a technique for identifying how a product may fail; the effect of a failure on the customer; seriousness, likelihood of occurrence, and ability to detect a potential failure; cause of failure; and how it can be corrected by improving the design |
| Design for manufacturability (DFM) | is the process of designing a product for efficient production at the highest level of quality |
| Product simplification | is the process of trying to simplify designs to reduce complexity and costs and thus improve productivity, quality, flexibility, and customer satisfaction |
| Design for Environment (DfE) | 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 |
| Service delivery system design | includes facility location and layout, the servicescape, service process and job design, technology and information support systems, and organizational structure |
| Servicescape | is all the physical evidence a customer might use to form an impression. The servicescape also provides the behavioral setting where service encounters take place. |
| lean service scape environments | very simple service structures and service systems |
| elaborate servicescape environments | more complicated structures and service systems |
| Service process design | is the activity of developing an efficient sequence of activities to satisfy both internal and external customer requirements |
| Service encounter design | focuses on the interaction, directly or indirectly, between the servce-provider(s) and the customer |
| Customer contact | refers to the physical or virtual presence of the customer in the service delivery system during a service experience |
| high-contact system | customer contact percentage is high |
| low-contact system | customer contact percentage is low |
| Customer-contact requirements | are measurable performance levels or expectations that define the quality of customer contact with representatives of an organization |
| Empowerment | simply means giving people authority to make decisions based on what they feel is right, to have control over their work, to take risks and learn from mistakes, and to promote change |
| service upset | is any problem a customer has-real or perceived-with the service delivery system and includes terms such as service failure, error, defect, mistake, or crisis |
| service guarantee | is a promise to reward and compensate a customer if a service upset occurs during the service experience |
| Service recovery | is the process of correcting a service upset and satisfying the customer |
Created by:
jgonzalez9
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