MGT 300 Study Guide - Acute Respiratory Distress Syndrome, Supply Chain, Balanced Scorecard
Document Summary
Important notes from the required text for module #10. Measurement: is the act of quantifying the performance criteria (metrics) of organizational units, goods and services, processes, people, and other business activities. Customer satisfaction should be measured by: goods quality, service quality, response time. Customer satisfaction measurement system: provides a company with customer ratings of specific goods and service features and indicates the relationship between those ratings and the customer"s likely future buying behavior. Quality: measures the degree to which the output of a process meets customer requirements. Goods quality: relates to the physical performance and characteristics of a good. Quality of goods should have: performance, features, reliability, conformance, durability, serviceability, aesthetics. Nonconformities or defects per unit: is computed by dividing the total number of defects found by the number of items examined. Defects per million opportunities (dpmo) is a common term used. Environmental quality: focuses on designing and controlling work processes to improve the environment.
