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