Unit 1 Chapter 3

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Across
  1. 4. nonprocess features and the capabilities of an organization
  2. 5. firm’s ability to achieve market and financial superiority over its competitors.
  3. 7. goods and service features and performance characteristics that differentiate one customer benefit package
  4. 10. the process structures that are best suited for producing goods or creating services
  5. 12. basic customer expectations that are considered the minimum performance level
  6. 14. strengths that are unique to an organization
Down
  1. 1. sources, markets, and produces its goods and services
  2. 2. making of whatever goods and services the customer wants, at any volume, at any time for anybody
  3. 3. After purchase or during consumption or use, customers discern
  4. 5. strategic emphasis that a firm places on certain performance measures
  5. 6. discovery and practical application or commercialization of a device
  6. 8. pattern or plan that integrates an organization’s major goals
  7. 9. aspects of a good or service that the customer believes but cannot personally evaluate
  8. 11. set of decisions across the value chain that supports the implementation of higher-level business strategies
  9. 13. Before purchasing the goods and/or services, customers determine