運(yùn)營(yíng)管理簡(jiǎn)介lppt課件(存儲(chǔ)版)
【正文】 ance criteria. ? Dimensions of quality – Performance – Conformance – Reliability ? To pete on the basis of quality, a firm’s operation must consistently meet or exceed customers expectation on most critical quality dimension(s). The critical quality dimension(s) can vary across traded products. Time ? Performance objective of a core service or characteristic related to timely availability (speed) for use. ? Dimensions – Delivery speed: Degree of quickness in meeting a need once it has been identified. – Delivery reliability: Ability to deliver products or services once promised. ? Delivery window – Acceptable time range in which deliveries can be made. Flexibility ? Ability to meet the unique needs of different customers is another critical performance objective of a core service. ? Dimensions – Mix flexibility: Produces or provides a wide range of products or services. – Changeover flexibility: Produces a new product or service in shortest time. – Volume flexibility: Produces the volume of the customer’s need. Cost ? Aspect related to financial outes is another critical performance objective of a core service. ? Conventional cost ponents of cost of production and delivery of products or services. – Labour costs –
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