Operations management
Chapter 6
| Define the following terms in your own words. DO NOT PLAGIARIZE or COPY! | |
| Handed-In handwritten or typed | |
| 144 | reliability |
| 144 | responsiveness |
| 145 | assurance |
| 145 | empathy |
| 145 | tangibles |
| 145 | Service gap |
| 154 | Poka-Yoke |
| 155 | quality function deployment |
| 158 | cost-of-quality |
| 158 | prevention |
| 158 | detection |
| 158 | internal failure |
| 158 | external failure |
| 165 & 166 | service recovery |
| Presentation Team to cover the following topics in detail: | |
| 144-145 | Define and give examples of the five dimensions of service quality |
| 158 | Define the Costs of Quality and explain with examples for each |
| 166 | Briefly define the four basic approaches to service recovery |
&A MAN 4029 Terms &D
&Z&F