Man 3504 Test 1 Set 1

Front 1

“We’ve known for a long time that Starbucks is more than just a wonderful cup of coffee. It’s the experience … ”

Back 1

Customer Benefit Package (CBP) Design & Configuration

Front 2

choices revolve around a
solid understanding of customer needs and target markets, and the value that customers place on attributes, such as:

Back 2

Customer Benefit Package (CBP) Design & Configuration

Front 3

a philosophy and a set of planning and communication tools that focus on customer requirements in coordinating the design, manufacturing, and marketing of goods or services.
QFD fosters improved communication and teamwork among all constituencies in the design process.

Back 3

quality function deployment (house of quality)

Front 4

translates customer wants and needs into technical requirements of a product or service through the “House of Quality”

Back 4

quality function deployment

Front 5

building the house of quality

Back 5

Determine customer requirements through the voice of the customer (VOC).
Define technical requirements of the product or service.
Determine interrelationships between the technical requirements.
The relationship matrix defines what technical requirements satisfy VOC needs.
Customer priorities and competitive evaluation help select which VOC requirements the product should focus on.

Front 6

customer reps, engineering, marketing operations, finance. working as a team for new product design

Back 6

cross functional aka concurrent engineering

Front 7

a type of product and process design in manufacturing. 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 prototype. Some services can achieve this same result through a test market.

Back 7

prototype testing.

Front 8

A focus on improving the environment by better good or service design is often called green manufacturing or green practices.
Green manufacturing example: packaging for fast food restaurants.

Back 8

design for environmental quality

Front 9

According to G. Lynn Shostack
The design of a “service” cannot be done independently from the “process” by which the service is delivered.
A service is a dynamic, living process; it is performed and rendered.
The process by which the service is created and delivered is, in essence, the service itself.
A service cannot be stored or shipped; only the means for creating it can.

Back 9

Service Delivery System Design

Front 10

Service delivery system design includes the following:

Back 10

Facility location and layout
The servicescape
Process and job design
Technology and information support systems
Organizational structure

Front 11

creates customer’s convenience
The Internet is making physical locations less important for some information-intensive services such as Charles Schwab, Vanguard, and Scottrade.

Back 11

Facility location and layout:

Front 12

physical Arrangement of productive resources
Equipment, people, technology

Affects:
Eficiency
Flexibility
Mood

Back 12

layout

Front 13

All of the physical evidence a customer might use to form an impression.

The --------- provides the behavioral setting where service encounters take place.

Standardization of ------ and service processes enhances efficiency, especially for multiple site organizations.

Back 13

servicescape

Front 14

What are the three dimensions of a service scape

Back 14

ambient conditions, spatial layout and functionality, signs, symbols and artifacts

Front 15

manifest by sight, sound, smell, touch, and temperature; five human senses; e.g., leather chairs in the lobby, cartoon characters in children’s hospital, music at a coffee shop.

Back 15

ambient condtions

Front 16

how furniture, equipment, and office spaces are arranged; also streets, parking lots, stadiums, etc.

Back 16

spatial layout

Front 17

explicit signals that communicate an image of the firm; e.g., diplomas hanging on the wall in a medical clinic, company logos and uniforms, artwork, mission statements.

Back 17

signs, symbols, and artifacts

Front 18

is the activity of developing an efficient sequence of activities to satisfy internal and external customer requirements.

Back 18

service process design

Front 19

------------ of process flows integrate layout, technology, servicescape, and organizational structure (see Chapter 7).

Back 19

flowcharts

Front 20

What technology does each job require?
What information technology best integrates all parts of the value chain?
Technology ensures speed, accuracy, customization, and flexibility.

Back 20

technology and support sysstems

Front 21

Organize by process or by function.
Who owns the process?
Functional approach requires many different handoffs between work activities and no one owns the total process.

Back 21

organizational structure of service delivery system design

Front 22

focuses on the interaction, directly or indirectly, between the service provider and the customer.

Back 22

service encounter design

Front 23

Customer contact behavior and skills
Service provider selection, development, and empowerment
Recognition and reward
Service recovery and guarantees

Back 23

principal dimensins of service encounter design

Front 24

what is an example of a high contact servcie encounter design and whats an example of a low contact one

Back 24

hotel check in - high. construction, package sorting and distribution - low.

Front 25

refers to the physical or virtual presence of the customer in the service delivery system during a service experience.

Back 25

customer contact

Front 26

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.
Ritz-Carlton Hotel employees can spend up to $2,000 to resolve customer complaints with no questions asked.

Back 26

empowerment

Front 27

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.

Back 27

service upset

Front 28

is the process of correcting a service upset and satisfying the customer.

Back 28

service recovery