GSCM ch. 7

27 flashcards · Other · by Daniel F.

1. Service package

   A bundle of goods and services that is provided in some environment.

2. Supporting facility

   The physical resources that must be in place before a service can be offered

3. Facilitating goods

   The material purchased or consumed by the buyer or the items provided to the customer

4. Information

   Operations data or information that is provided to the customer to enable efficient and customized services

5. Explicit services

   The benefits that are readily observable by the senses and that consist of the essential or intrinsic features of the service.

6. Implicit services

   Psychological benefits that the customer may sense only vaguely, or the extrinsic features of the service.

7. High and low degree of customer contact

   A concept that relates to the physical presence of the customer in the system.

8. Service–System Design Matrix

9. Buffered core

   Physically separated from the customer

10. Permeable system

    Penetrable by the customer (telephone, face-to-face contact)

11. Reactive system

    Both penetrable and reactive to the customer’s requirements

12. Pure virtual customer contac

    Companies enable customers to interact with one another in an open environment

13. Mixed virtual and actual customer contac

    Customers interact with one another in a server-moderated environment such as product discussion groups.

14. platform business

    reates value by managing the transactions between the consumers and the providers

15. Service blueprint

    A flowchart of a process emphasizing what is visible and what is not visible to the customer

16. Poka-yokes

    Procedures that prevent mistakes from becoming defects.

17. Suggestions to better manage queues

18. Queuing system

    A process where customers wait in line for service. Parts: Customer arrivals Distribution of Arrivals

19. Customer arrivals

    Finite population: Limited-size customer pool that will use the service and at times form a line. Infinite population: Large enough in relation to the service system so that the population size caused by subtractions or additions to the population does not significantly

20. Distribution of arrivals

    Arrival rate: the expected number of customers that arrive each period

21. Customer Arrivals in Queues

22. Line Structures

23. Exiting the Queuing System

24. INFINITE QUEUING NOTATION

25. Balking

    upon arrival customer examines queue and decides to leave right away

26. Reneging

    customer enters queue and at certain point reaches the conclusion that (s)he leaves the queue

27. Jockeying

    customers switch between queues if they think they will get served faster by so doing