Demand is below optimum capacity. Resources are underutilized. The customer recieve excellent quality on an individual level
What is excess capacity?
100
The first strategic approach to matching supply and demand which consists of companies reducing their demand during peak times, offer incentives, and modify location of service delivery.
What is shifting demand to match capacity?
100
The frist two strategies used when demand and capacity cannot be matched.
What is employing operational logic and establishing reservation process?
100
Service changes that do not involve employees.
What is a one time fix?
100
Translating customer expectations into behaviors and actions is this step in the process for setting customer-defined standards
What is step number two?
200
Level of demand exceeds maximum capacity. The staff cannot handle customers.
What is excess demand?
200
The second strategic approach to matching supply and demand which consists of stretching time, labor, facilities, and equipment temporarily.
What is adjusting capacity to meet demand?
200
List the three factors used to differentiate waiting customers.
What is the importance of the customer; urgency iof the job; duration of the service.
200
Relationship surveys, servqual surveys, trailer calls are all examples of this.
What are soft measurements?
200
Hard customer defined standards, soft customer defined standards, and one time fixes are all examples of this
What are Types of Customer-Defined service standards?
300
Nobody is turned away
Quality of service may suffer from overuse or crowding
What is when the demand exceeds optimum capacity?
300
When companies use part time employees, outsource, and rent or share equipment.
What is aligning capacity with demand fluctuations?