Term
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Definition
| The difference between a company's actual performance and what a company communicates about its performance. |
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Term
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Definition
| The design and execution of the processes that provide customers with products and services they desire. |
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Term
| customer relationship management (CRM) |
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Definition
| A software and information technology based approach used to collect and analyze customer data from numerous sources for the purpose of developing strategically appropriate relationships with customers. |
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Term
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Definition
| Meeting or exceeding customer expectations. |
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Term
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Definition
| A supplier's ability to provide product availability, lead-time performance, and service reliability. |
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Term
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Definition
| A measure of the impact of stockouts over time or over multiple orders from customers. |
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Term
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Definition
| The gap between customers' real expectations and managers' perceptions of those expectations. |
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Term
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Definition
| The amount of time that passes between the beginning and ending of a set of activities. |
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Term
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Definition
| A measure of service performance as the percentage of purchase order lines that are filled in total. |
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Term
| order fill rate (orders shipped complete) |
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Definition
| A measure of the percentage of orders that are shipped complete with all items ordered by a customer. |
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Term
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Definition
| The time that passes from the instant the customer places an order until the instant that the customer receives the product. |
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Term
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Definition
| The amount of time that passes between the beginning and ending of a set of activities. |
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Term
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Definition
| The gap that exists when customers perceive performance to be different than actually provided. |
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Term
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Definition
| The notion that an order should be delivered without failure in any customer service attribute. |
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Term
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Definition
| The difference between standard and actual performance. |
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Term
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Definition
| The capacity to have inventory present when and where it is desired by a customer. |
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Term
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Definition
| The difference between perceived performance and the customer's expectation regarding performance. |
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Term
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Definition
| A firm's ability to perform all order-related activities error-free. It also encompasses a firm's ability to provide customers with critical information regarding inventory and order status. |
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Term
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Definition
| The gap that exists when internal performance standards do not adequately or accurately reflect customer expectations. |
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Term
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Definition
| The percentage of total quantity of units ordered by customers that are actually delivered. |
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