Operations Management Ch 4-7

Denotes a firms ability to achieve market and financial superiority over its competitors. -Understand customer wants and needs -Build and leverage operation capabilities to support desired competitive priorities

1. Dissatisfieres2. Satisfiers3. Exciters/delighters

Requirements that are expected in a good or service

Requirements that customers say they want

New or innovative goods or service features that customers do not expect

Basic customer expectations - dissatisfiers and satisfiers - are generally considered the minimum performance level required to stay in business.

Goods and service features and performance characteristics that differentiate the customer benefit package from another, and win the customer's business

1. Search2. Experience3. Credence

Those that a customer can determine prior to purchasing the good and/or services

Those the can be discerned only after purchase or during consumption or use

Any aspects of a good or service that the customer must believe in, but cannot personally evaluate even after purchase and consumption

Represent the strategic emphasis that a firm places on certain performance measures and operation capabilities within a value chain

1. Cost2. Quality3. Time4. Flexibility5. Innovation

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Being able to make whatever goods and services customers wants, at any volume, at any time for anybody, and for a global organization, from any place in the world.