Across
- 3. unique route through a service system
- 5. work activity that limits the throughput of the entire process
- 7. moving process capabilities from a domestic location to another country
- 8. a set of tasks an individual performs
- 9. a design layout based on self-contained groups of equipment
- 11. all value added activities
- 13. provides the behavioral setting where service encounters take place
- 16. a fraction of time an individual or workstation is busy over the long run
- 19. a measure of the contribution margin required to deliver a good or service as growth and volume increase
- 20. time interval between successive outputs coming off the assembly line
Down
- 1. a system that produces goods in advance of customer demand
- 2. a type of integration that refers to acquiring capabilities toward suppliers
- 4. probability that a manufactured good performs its intended function
- 6. quality function deployment
- 10. organization in several countries to minimize costs
- 12. strategy for learning about customer wants, needs, and behaviors
- 14. improving productivity and safety by improving work spaces
- 15. goods or services with no customer options
- 17. any service problem a customer has
- 18. law that computes resource utilization