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16 Cards in this Set
- Front
- Back
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what are 7 habits of highly innovate people |
be persistent remove self limiting inhibitions take risks make mistakes escape write things down find patterns and create combinations be curious |
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what factors are necessary for designing the service process |
service concept service content service style |
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the service that focuses on satisfying the customer |
service concept |
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the service that defines what is included in the service |
service content |
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the service that describes how the service will be delivered |
service style |
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what is the process flowchart used for |
manufacturing |
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what is the service design flowchart used for |
services |
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what is involved in the service design flowchart |
physical evidence of the service customer perspective customer service front and back of house line of visibility line of internal interaction support processes
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mistake proofing making a fool proof process to reduce or eliminate errors |
poka yoke |
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what does poka yoke involve |
identifying who may commit the error identifying the type of error identifying potential tasks/activities to avoid the error |
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what are the categories of the provider error |
task errors treatment errors tangible errors |
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what are the categories of customer error |
preparation errors encounter errors resolution errors |
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what are structural decisions |
layout capacity vertical integration process technology |
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how are the manufacturing and service process facitlity layouts divided |
process layout product layout and fixed position |
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what are some consideration in services for facility layout |
ambient conditions spatial layout and functionality signs symbols and artifacts |
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what are some infrastructural decisions |
workforce quality management policies and procedures organizational structure |
