MSE L3-4

Importance of Productivity

• Helps to keep costs down

• May impact service experience

• May require customer involvement, cooperation

• All of the above

is how much work or output you produce compared to the time, effort, or resources you use.

• Quality

• Productivity

• Product

• Service

standard or excellence of a product or service, not just how fast it’s done.

• Quality

• Productivity

• Product

• Value

Which is NOT an importance of Quality

• Reducing the number of employees regardless of service quality

• Gain competitive advantage,

  maintain loyalty

• Increase value

• Improve profits

Quality = excellence. Recognized only

through experience

• TRANSCENDENTAL

• PRODUCT-BASED

• USER-BASED

• VALUE-BASED

Quality is precise and measurable

• TRANSCENDENTAL

• PRODUCT-BASED

• USER-BASED

• VALUE BASED

Quality lies in the eyes of the beholder

• PRODUCT-BASED

• VALUE-BASED

• MANUFACTURING-BASED

• USER-BASED

Quality is conformance to the firm's

developed specifications

• MANUFACTURING-BASED

• TRANSCENDENTAL

• USER-BASED

• PRODUCT-BASED

Quality is a trade-off between price and

value

• VALUE-BASED

• PRODUCT-BASED

• MANUFACTURING-BASED

• USER-BASED

Choose the following Dimensions of Service Quality

• Tangibles

• Reliability

• Responsiveness

• Assurance

• Empathy