Service blueprinting - Samenvattingen, Aantekeningen en Examens

1. Symbols used within a typical flow-process chart include all of the following except: 2. Which of the following matches between quality gurus and the guru's philosophy is incorrect? 3. Outsourcing occurs when a firm moves work performed internally to another facility belonging to the same firm but in another country. 4. Which of the following is not a qualitative approach to forecasting? 5. Which of the following is not a perpetual measure of service? 6. The measures of quality used in ...

Summary of the following articles: • Tripsas, Mary (1997) Unraveling the process of creative destruction: complementary assets and incumbent survival in the typesetter industry, Strategic Management Journal, 18, 119-142.  Hillebrand, Bas, Ron G.M. Kemp, and Edwin J. Nijssen (2011) Customer orientation and future market focus in NSD, Journal of Service Management, 22(1), 67-84. • Workman Jr, John P. (1993) Marketing’s limited role in new product development in one computer systems fir...

BUSI 2003 Week 4 Quiz 1. Which of the following statements concerning the Malcolm Baldrige award is true? 2. Reliability refers to: 3. The measures of quality used in manufacturing processes can be readily transferred to service operations. 4. Customer and Market Focus contribute most of the points of the Baldrige criteria. 5. Service quality is based on the gap between and . 6. Which of the following matches between quality gurus and the guru's philosophy is incorrect? 7. Little's...

BUSI 2003C- BUSI 2003-Operations BUSI_2003_Week6_Exam 100 out of 100 points   1. Throughput time, process flow rate, capacity, and average amount of inventory in the system are some of the key metrics of a manufacturing process. 2. The concept of mistake-proofing was first developed in the 1960s by Shigeo Shingo. It was called: 3. Which of the following is not a reason for quality improvement failure? 4. Little's Law in a manufacturing process relates to: 5. A bank has an average of 10 ...

Dit is een samenvatting van volgende papers en hoofdstukken: - "Service Blueprinting: a practical technique for service innovation" - "Moving the Customer Experience Field Forward: Introducing the TCQ Nomenclature" - "Servitization: or why services managment is relevant for manufacturing environments" - "Problem-solving behaviour of nurses in a lean invironment" - "Understanding customer experience throughout the customer journey" - "The one number you need to grow" - "How to...

Summary of all articles and all lecture notes. List of articles included: Tripsas (1997) Unraveling the process of creative destruction: complementary assets and incumbent survival in the typesetter industry. Hillebrand, Kemp, and Nijssen (2011) Customer orientation and future market focus in NSD. Workman Jr, John P. (1993) Marketing’s limited role in new product development in one computer systems firm. Evanschitzky, Heiner, Martin Eisend, Roger J. Calantone, and YuanyuanJiang (2...

1. Question: Throughput time, process flow rate, capacity, and average amount of inventory in the system are some of the key metrics of a manufacturing process. 2. Question: A small value of a is used when we require a simple exponential smoothing model to be responsive to the recent demand pattern. 3. Question: Five commonly employed forms of structural change of a supply chain include each of the following except: 4. Question: Little's Law in a manufacturing process relates to: 5. Que...

1. Question: Throughput time, process flow rate, capacity, and average amount of inventory in the system are some of the key metrics of a manufacturing process. 2. Question: A small value of a is used when we require a simple exponential smoothing model to be responsive to the recent demand pattern. 3. Question: Five commonly employed forms of structural change of a supply chain include each of the following except: 4. Question: Little's Law in a manufacturing process relates to: 5. Que...

1. Question: Throughput time, process flow rate, capacity, and average amount of inventory in the system are some of the key metrics of a manufacturing process. 2. Question: A small value of a is used when we require a simple exponential smoothing model to be responsive to the recent demand pattern. 3. Question: Five commonly employed forms of structural change of a supply chain include each of the following except: 4. Question: Little's Law in a manufacturing process relates to: 5. Que...

1. Question: Throughput time, process flow rate, capacity, and average amount of inventory in the system are some of the key metrics of a manufacturing process. 2. Question: A small value of a is used when we require a simple exponential smoothing model to be responsive to the recent demand pattern. 3. Question: Five commonly employed forms of structural change of a supply chain include each of the following except: 4. Question: Little's Law in a manufacturing process relates to: 5. Que...