MSE Reviewer (Long Quiz) PDF

Managing Service Enterprise Mid Term Service recovery Reviewer - Converting a previously dissatisfied customer into a loyal customer. Product Layout...

Managing Service Enterprise Mid Term Service recovery Reviewer - Converting a previously dissatisfied customer into a loyal customer. Product Layout Culture the shared beliefs - a standardized service performed in a - and values of an organization that guides fixed sequence of steps. employee decision-making and behavior Throughput time in the firm. - the time it takes to get completely through Benchmarking the practice a process from time of arrival to time of - of comparing one’s performance with that exit. of other firms that are known as “best in Capacity class.” - a measure of output per unit of time when Lean service a process fully busy. - improvement philosophy based on Servicescaspe eliminating nonvalue added activities. - the physical environment of a service Pareto chart facility that influences the behavior and - Presents problems in a bar graph by their perceptions of the service for both the relative frequency in descending order. customers and the workers. Expert system Rush order flow time - a computer program used to diagnose - the time it takes to go through the system problems. from beginning to end without any wait Scalability time in queue. - the ability of a firm to improve Bottleneck contribution margins as it grows. - the activity in a product layout that takes Technology readiness the most time to perform and thus defines - a person’s propensity to embrace and use the maximum flow rate for the entire new technology. process. Divergence Total direct labor content - a dimension of service process structure - is the sum of all the operations times (i.e., that measures the degree of customization touch time) consumed in performing the or decision-making permitted of service service. employees. Empowerment Service blueprint - Providing contact personnel with the - A diagram of the service process showing training and information to make activities, flows, physical evidence, and decisions for the firm without close lines of visibility and interaction. supervision. Customer-centric Situational Vignette - a view of service design from the - A service encounter situation that can test customer’s perspective. a candidate’s ability to “think on her or Intellectual property his feet” and to use good judgment. - Are legal rights over creations of the Servqual mind both artistic and commercial. - a customer survey instrument used to Line of visibility a line measure service quality gaps. - drawn on the service blueprint showing Walk-through audit separation of front-office from back- - A process-oriented survey given to office activities. customers and managers to evaluate the Service Dominant Logic perception of the customer service - A service centered alternative to the experience. traditional goods-centered paradigm for Control chart a chart describing economic exchange and value - with an upper control limit and a lower creation. control limit on which sample means are Service Package plotted periodically to show visually - A bundle of goods and services with when a process is out of control. information that is provided in some Poka-yoke environments. - a “foolproof” device or checklist to assist employees in avoiding a mistake.