Term
| Scope of Performance Measurement |
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Definition
- Financial - Customer and Market - Safety - Quality - Time - flexibility - Innovation and learning |
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Term
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Definition
- Cost of quality is not used in most organizations; it measuers what poor quality is costing an organization - Nonprofit organizations focus more on minimizing costs and maximizing value to their target martkets, customers, and society. |
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Term
Customer-satisfaction measurement system (3 areas) |
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Definition
1. Goods quality 2. Service quality 3. Response time |
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Term
| Customer-satisfaction measurement system |
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Definition
| provides a company with customer ratings of specific goods and services features, and indicates the relationship between those ratings and the customer's likely future buying behavior |
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Term
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Definition
| measures the degree to which the output of a process meets customer requirements |
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Term
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Definition
| relates to the physical performance and characteristics of a good |
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Term
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Definition
| consistently meeting or exceeding customer expectations (external focus) and service delivery system performance (internal focus) for all service encounters |
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Term
| 5 key dimensions of service quality |
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Definition
1. Tangibles 2. Reliability 3. Responsiveness 4. Assurance 5. Empathy |
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Term
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Definition
| physical facilities, uniforms, equipment, vehicles, and apprearance of employees |
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