Decision Science Chapter 3

Can you name the Decision Science Chapter 3?

DefinitionKey Term
is the act of quantifying the performance criteria of organizational units, goods & services, processes, people, and other business activites
measures the degree to which the output of a process meets customer requirements
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 behavi
errors in service creation & delivery
is consistently meeting or exceeding customer expectations and service delivery system performance for all service encounters
provide the basis for decisions at the level at which they are applied
is the time it takes to perform some task
relates to the physical performance and characteristics of a good
the ability to adapt quickly & effectively to changing requirements
time spent waiting
DefinitionKey Term
refers to the ability to create new and unique goods and services that delight customers and create competitive advantage
focuses on designing & controlling work processes to improve the environment
is the ratio of output of a process to the input
the ability to develop a wide range of customized goods or services to meet different or changing customer needs
refers to creating, acquiring, and transferring knowledge, and modifying the behavior of employees in response to internal and external change
quantifies the total revenue or profit each target market customer generates over some time frame
is the ability to respond quickly to changes in the volume and type of demand
purpose is to translate strategy into measures that uniquely communicate your vision to the organization
the quantitive modeling of cause and effect relationships between external and internal performance criteria
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