LECTURE 4

A collection of vocabulary flashcards based on key concepts from the Process Configuration lecture notes.

Process Management

The design and selection of the inputs, activities, technologies, workflows, and methods that transform inputs into outputs.

Service Encounter

The time during which a customer is in contact with a service process, starting from initial contact to process completion.

Customer Interaction

The extent to which the customer is present, actively engaged and receives face-to-face attention during the process.

Customer Value

The benefits a customer receives from a product or service, including price, quality, flexibility, time, experience, and innovation.

Customer Involvement

The degree to which customers participate in the service delivery process.

Flow Time

The total time an item spends in a system or process from start to finish.

Inventory

The raw materials, components, work-in-progress, and finished goods that a business keeps in stock to meet demand.

Process Structure

The arrangement of resources and tasks within a production system to achieve a goal.

Capital Intensity

The mix of equipment and human skills in a process; the greater the cost of equipment, the greater the capital intensity.

Automation

A system, process, or piece of equipment that is self-acting and self-regulating.