Term
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Definition
| A set of ctivities that delivers value to external customers |
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Term
| supplier relationship process |
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Definition
| a process that selects the suppliers of services, materials, and information and facilitates the timely and efficient flow of these items into the firm |
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Term
| new service/prodcut development process |
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Definition
| a process that designs and develops new services or products from inputs received from external customer specifications or from the market in general through the customer relationship process |
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Term
| order fulfillment process |
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Definition
| a process that includes the activities required to produce and deliver the service or product ot the external customer |
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Term
| customer relationship process |
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Definition
| a process that identifies, attracts, and builds relationships with external customers, and facilitates the placement of orders by customers, sometimes referred to as customer relationship management |
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Term
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Definition
| a process that provides vital resources and inputs to the core processes and therefore is essential to the management of the business |
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Term
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Definition
| the means by which operations implements the firm's corporate strategy and helps to build a customer-driven firm |
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Term
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Definition
| the unique resources and strengths that an organization's management considers when formulating strategy |
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Term
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Definition
| the elapsed time between the receipt of a customer order and filling it |
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Term
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Definition
| the critical dimensions that a process or supply chain must possess to satisfy its internal or external customers, both now and in the future |
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Term
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Definition
| the cost, quality, time, and flexibility dimensions that a process or supply chain actually possesses and is able to deliver |
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Term
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Definition
| a strategy that focuses on the competitive priorities of delivery speed and development speed |
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Term
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Definition
| a criterion customers use to differnetiate the services or products of one firm from those of another |
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Term
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Definition
| a demonstrated level of performance of an order winner that is required for a firm to do business and in a particular market |
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Term
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Definition
| the value of outputs (services and products) produced divided by the values of input resources (wages, costs of equipment, etc.) |
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