Chapter 19 Vocabulary Introduction

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Across
  1. 1. When applied to services, having no physical form, visibility, or existence after consumer has used the service
  2. 3. Process used to design and build a unique product to meet the specific needs of the purchaser.
  3. 5. SERVQUAL dimension; the ability to perform the promised service dependably and accurately.
  4. 7. the willingness to help customers and provide prompt service
  5. 10. The use of manufacturing techniques that use technology to produce customized products at a low per-unit cost.
  6. 11. the appearance of physical facilities, equipment, personnel, and promotional material
  7. 13. Identifying the steps required in a manufacturing process, the time required to complete each step, and the sequence of the steps.
  8. 15. Research that studies existing product problems or possible design improvements for current products
  9. 17. the quantities of materials and supplies needed for production and the number of finished products required to fill customer orders.
  10. 18. (1) The process of assuring product quality by developing standards for all operations and products and measuring results against those standards. (2) A total commitment by everyone in an organization to improve the quality of procedures and products by reducing waste, errors, and defects.
  11. 19. Type of mass production where the same thing is done over and over to produce a product.
  12. 20. Process of creating or improving a product or service
Down
  1. 2. Manufacturing process that uses short production runs to make predetermined quantities of different products.
  2. 4. Manufacturing process in which raw materials constantly move through specially designed equipment that changes their form to make them more usable for consumption or further manufacturing.
  3. 6. Research done without a specific product in mind.
  4. 8. An individual who is responsible for a time-limited, specific business initiative.
  5. 9. the caring and individualized attention the business provides its customers
  6. 12. Form of production in which raw and semifinished materials are processed, assembled, or converted into finished products.
  7. 14. the knowledge and courtesy of employees and their ability to convey trust and confidence.
  8. 16. A group of people who offer opinions about a product or service.