Operations Management - Chapter 1-4
Test with Accurate Solutions
The science and art of ensuring that goods and services are created and delivered
successfully to customers. - ANSWER-Operations management
Goods- a physical product that you can see, touch, or possibly consume. - ANSWER-
Goods
any primary or complementary activity that does not directly produce a physical product
- ANSWER-Services
one that does not quickly wear out and typically lasts at least three years - ANSWER-
Durable good
an interaction between the customer and the service provider - ANSWER-Service
encounter
episodes, transactions, or experiences, in which a customer comes into contact with
any aspect of the delivery system, however remote, and thereby has an opportunity to
form an impression - ANSWER-Moments of truth
integrates marketing, human resources, and operations functions to plan, create, and
deliver goods and services, and their associated service encounters - ANSWER-Service
management
refers to an organizations ability to strategically address - ANSWER-Sustainability
clearly defined set of tangible (goods content) and intangible (service content) features
that the customer recognizes, pays for, uses, or experiences - ANSWER-Customer
benefit packages (CBP)
the "core" offering that attracts customers and responds to their basic needs -
ANSWER-Primary good or service
those that are not essential to the primary good or service, but enhance it - ANSWER-
Peripheral goods or services
is a CPB feature that departs from the standard CBP and is normally location or firm
specific - ANSWER-Variant
Test with Accurate Solutions
The science and art of ensuring that goods and services are created and delivered
successfully to customers. - ANSWER-Operations management
Goods- a physical product that you can see, touch, or possibly consume. - ANSWER-
Goods
any primary or complementary activity that does not directly produce a physical product
- ANSWER-Services
one that does not quickly wear out and typically lasts at least three years - ANSWER-
Durable good
an interaction between the customer and the service provider - ANSWER-Service
encounter
episodes, transactions, or experiences, in which a customer comes into contact with
any aspect of the delivery system, however remote, and thereby has an opportunity to
form an impression - ANSWER-Moments of truth
integrates marketing, human resources, and operations functions to plan, create, and
deliver goods and services, and their associated service encounters - ANSWER-Service
management
refers to an organizations ability to strategically address - ANSWER-Sustainability
clearly defined set of tangible (goods content) and intangible (service content) features
that the customer recognizes, pays for, uses, or experiences - ANSWER-Customer
benefit packages (CBP)
the "core" offering that attracts customers and responds to their basic needs -
ANSWER-Primary good or service
those that are not essential to the primary good or service, but enhance it - ANSWER-
Peripheral goods or services
is a CPB feature that departs from the standard CBP and is normally location or firm
specific - ANSWER-Variant
