crossword

2. It basically involves inspection of the system for possible failure points and then finding or developing simple means to prevent, or immediately detect and correct, mistakes at those points.
4. It is a method to get data that informs to those who need to be informed.
6. It involves identifying customers, determining their needs, creating a product or service to meet those needs, and then developing a system to deliver the product or service.
7. It is an imitation of the real thing. It may be doodled on a piece of paper with a pencil, or it may be done on a computer.
10. In this type of inspection, potential mistakes are located at their source and fixed before they can get into the delivery system.
12. These unpaid “employees” must have the knowledge, skills, and abilities (KSAs) to successfully co-produce the service experience.
14. It means making sure that the system is delivering the service in the most effective way.
15. It involves after-the-fact analysis of the errors and failures that have contributed to poor quality and improving the delivery process to reduce or eliminate future errors based on that analysis.

1. It is the most commonly discussed type of service diagramming.
3. The tangible physical parts of the service experience that can impact customer assessment of quality and value.
5. This model is used to determine the optimum number of units to reorder.
8. In this type of inspection, the person next in the service delivery system checks the quality and accuracy of the previous person’s work.
9. His goal was to use the people and the system designers to create what he termed a selfhealing system, in which the employees can override the system and fix guest problems when it fails.
11. The active producing of helping to produce and deliver the guest experience by guests themselves, ideally to the mutual benefit of guests and the organization.
13. In this type of inspection, people check their own work.