MANAGEMENT REVSISION

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Across
  1. 3. Benchmarking, comparing specific processes of organisaitons.
  2. 5. Relationship, relationship which captures a customer
  3. 7. user value, criterion regarded as important to customers
  4. 9. Satisfaction, level of service meeting expectations
  5. 11. Service cease to exist if not used
  6. 15. First in first out
  7. 16. Links, virtual
  8. 19. Serviceability and fitness for purpose of service
  9. 20. Account Management, enables relationship by encouraging and promoting contact
  10. 21. Thinking, Uses continuous improvement and waste reduction to reduce costs
  11. 22. Important factor to retain business
Down
  1. 1. Service, Labour intensive
  2. 2. Capacity, Aims to maximize utilization of scarce resources
  3. 3. Responsible for supply chain management
  4. 4. Form of outsourcing
  5. 6. potential for service to break down, fail
  6. 8. an attempt to understand relationships between performance measures
  7. 10. complex standard activities
  8. 12. the potential for a service to vary in terms of quality and outcomes
  9. 13. Splitting off part of an operation and contracts out
  10. 14. procurement that creates disintermediation
  11. 17. Benchmarking, Practices of other organisaitons
  12. 18. benchmarking, Compares Measures and targets from other operations