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OM3 CHAPTER 6

GOODS AND SERVICE DESIGN

QuestionAnswer
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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