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competence - customer satisfaction and service qualitymeans possession of the required skills and knowledge to perform the service it involves
responsiveness - customer satisfaction and service qualityconcerns the willingness or readiness of employees to provide service it involves
reliability - customer satisfaction and service qualityinvolves consistency of performance and dependability it means that the firm performs the
customer satisfaction and service quality - operation strategy although you have seen examples of the dimensions along which companies compete and
heterogeneity and intangibility of service productsheterogeneity service may be variable difficult to standardise intangibility of service
simultaneity of production and consumption of service productsthere is no opportunity to place the service in inventory this is not always completely
comparison of market based and resource-based approach to operations strategysince porters assertions there has been a recognition that traditional
determining operations strategy - traditional and emerging approachesthree known and acknowledged procedures are presented here the hill platts and
influence of the product life cycle - operation strategythe influence of the product life cycle on operational performance objectives arethe life
public sector - health care1 increased consumer demands - increased performance measurement2 increased quality of service and choice demanded3
manufacturing sector - car industry1 a new era of globalisation2 current over capacity - increased competition - price pressure3 reduction in the
manufacturing sector - operation strategy1 manufacturing has become a global industry with worldwide markets and worldwide suppliers 2 goods
public and private service sector - education1 life long learning increased personal cost2 increase in competencyvocational qualifications3 global
service sector - financial services1 explosion of customer choice 2 globalisation of financial services - extensive use of computer
challenges for operations managers - operation strategy most products have several competitors today - from cars to university degrees current market
generic operational strategies - operation strategyporter 1985 presented five basic generic strategies for business 1 cost efficiency - low cost
performance measures - operation strategyit is common to find that measures are made of operational factors which do not contribute to the winning of
order losers - operations strategythese are characteristics which denote poor performance in the operations management function and can cause losses
order qualifiers - operations strategythese are not essential to winning business in their own right they may however determine the entry level
order winners - operations strategythese are operational capabilities that directly contribute to winning business they are generally cited as the
order winning order qualifying and order losing criteriahill 1993 introduced the idea that as well as order winning criteria owc there is also order
mass customisation - operation strategythis example of mass customisation is rather limited in scope to denim trousers a customer who wishes to
needs for trade- offs - business strategyin recent years another reason for questioning the need for trade-offs has arisen in manufacturing
total quality management and just in time in trade offswhen skinner first introduced the ideas of trade-offs and focus it was generally held that
concept of trade off in business strategythe trade-off concept was first introduced by skinner 19691974 who carried out a large study of successful