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