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