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Info 463 quiz 4
Terms in this set (24)
What is performance?
is the product's primary operating characteristics
What are features?
are secondary aspects of performance
What is reliability?
the probability of successfully performing/under a specific function/under time/condition
What is conformance?
degree to which a product's design and operating characteristics meet established standards
What is durability?
is the measure of product life.
What is serviceability?
is the speed, courtesy, competence, and ease of repair
What are aesthetics?
how the product looks, feels, sounds, taste, and smells
What is perceived quality?
is reputation. Consumers do not always have complete information about a product's or service's attributes. Indirect measures or perceived quality may be their only basis for comparing brands
what is responsiveness?
is the willingness or readiness of employees to provide service
what is competence?
is the possession of skills and knowledge required to perform the service
what is accessibility?
is the approachability and ease of access, waiting time, hours of operation
what is courtesy?
is politeness, respect, consideration and friendliness
what is communication?
keeping customers informed in a language they understand
what is credibility?
trustworthiness, believablitlity, honesty, company reputation
what is security?
is the freedom of danger or doubt, physical safety, financial security
what is understanding the customer?
is customer making the efforts to understand the customers needs
what are tangibles?
are physical evidence of the service, physical facilities, the appearance of personnel
What are the five keys to drawing effective charts?
define purpose, identify boundaries, enlist resources, control details, revise for accuracy
what is a functional map?
process map that clarifies the specific organization that is responsible for each step and shows hands off across functional boundaries
standard flowchart symbols?
-box: operation, step, task
-diamond: brand or decision
-arrow: direction of flow
-broad arrow: transportation
-circle: flow to or from next process
-truncated box: information
-triangle: product held waiting further action
questions to ask before continuing the build
process management, leadership, organizational assessment
what is gap analysis?
allows for defining importance of opportunities
what is feasibility?
accounts for the difficulty of closing gaps, as well as level of risks
gap analysis steps
This set is often in folders with...
Info 463 Quiz 1
info 463 quiz 2
info 463 quiz 3
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