Busy. Please wait.
Log in with Clever

show password
Forgot Password?

Don't have an account?  Sign up 
Sign up using Clever

Username is available taken
show password

Make sure to remember your password. If you forget it there is no way for StudyStack to send you a reset link. You would need to create a new account.
Your email address is only used to allow you to reset your password. See our Privacy Policy and Terms of Service.

Already a StudyStack user? Log In

Reset Password
Enter the associated with your account, and we'll email you a link to reset your password.
Didn't know it?
click below
Knew it?
click below
Don't Know
Remaining cards (0)
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.

  Normal Size     Small Size show me how



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
Popular Management sets




Use these flashcards to help memorize information. Look at the large card and try to recall what is on the other side. Then click the card to flip it. If you knew the answer, click the green Know box. Otherwise, click the red Don't know box.

When you've placed seven or more cards in the Don't know box, click "retry" to try those cards again.

If you've accidentally put the card in the wrong box, just click on the card to take it out of the box.

You can also use your keyboard to move the cards as follows:

If you are logged in to your account, this website will remember which cards you know and don't know so that they are in the same box the next time you log in.

When you need a break, try one of the other activities listed below the flashcards like Matching, Snowman, or Hungry Bug. Although it may feel like you're playing a game, your brain is still making more connections with the information to help you out.

To see how well you know the information, try the Quiz or Test activity.

Pass complete!
"Know" box contains:
Time elapsed:
restart all cards