UTA OPMA-3306 Chapter 7
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10 Terms
Service package
A bundle of goods and services that is provided in some environment.
High and low degree of customer contact
A concept that relates to the physical presence of the customer in the system
Web platform business
A firm that creates value by enabling the exchange of information and processing of transactions between consumers and providers of a service or product.
Service blueprint
A flowchart of a process emphasizing what is visible and what is not visible to the customer
Poka-yokes
Procedures that prevent mistakes from becoming defects.
Queuing system
A process where customers wait in line for service
Arrival rate
The expected number of customers that arrive during each period
Poisson distribution
Probability distribution for the number of arrivals during each time period
Exponential distribution
A probability distribution associated with the time between arrivals.
Service rate
The number of customers a server can handle during a given time period.
Note 
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