Operations management

Its is in the excel file.

Just have to write the meaning in your own words and give two example for each topic. 

I will provide with the access of the ebook.

Chapter 6

Define the following terms in your own words. DO NOT PLAGIARIZE or COPY!
Handed-In handwritten or typed
144 reliability
144 responsiveness
145 assurance
145 empathy
145 tangibles
145 Service gap
154 Poka-Yoke
155 quality function deployment
158 cost-of-quality
158 prevention
158 detection
158 internal failure
158 external failure
165 & 166 service recovery
Presentation Team to cover the following topics in detail:
144-145 Define and give examples of the five dimensions of service quality
158 Define the Costs of Quality and explain with examples for each
166 Briefly define the four basic approaches to service recovery

&A MAN 4029 Terms &D

&Z&F

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