MGSC 395 Exam 1 Questions With Solutions
Service process Intangible perishable output cannot be inventory, high customer contact,
short response time, labor intensive quality not easily measure
Competitive priorities Cost, quality, time, flexibility
Competitive capabilities Current, needed, pl...
Service process Intangible perishable output cannot be inventory, high customer contact,
short response time, labor intensive quality not easily measure
Competitive priorities Cost, quality, time, flexibility
Competitive capabilities Current, needed, planned
Order qualifiers Minimum level required from a set of criteria for firm to do business in a
market
Order winners Criterion customers used to differentiate the services or products of one
firm from those of another
Need the right ____ to get the right ___ Metrics; results
Front office High customer interaction, flexible, or individualized process
, MGSC 395 Exam 1 Questions With Solutions
Back office Low customer interaction, standard processes
Job process Low volume, made to customer order, unique to process
Continuous flow process Low customer interaction, standard processes
Advantages of customer involvement High net value, better quality, faster, delivery,
flexibility, lower cost, reduction in product, shipping & inventory costs
Disadvantages of customer involvement Disruptive, challenged to manage time, and
volume, quality measurement can be difficult, interpersonal skills
Process process re-engineering The big change
Process involvement Getting the right people together, building culture
Six sigma Goal is to minimize defects and variability in process
Define, measure, analyze, improve, control
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