1.

Cellular layout - it is the design that is based on self-contained groups

of equipment - called cells - needed for producing a particular set of
goods or services.
2. Custom goods and services - these are generally produced and
delivered as one of a kind or in small quantities, and are designed to
meet specific customers’ specifications.
3. Facility layout - it refers to the specific arrangement of physical
facilities.
4. Fixed-position layout - it consolidates the resources necessary to
manufacture a good or deliver a service, such as people, materials, and
equipment, in one physical location
5. Option goods and services - these are configurations of standard
parts, subassemblies, or services that can be selected by customers
from a limited set.
6. Process layout - it consists of a functional grouping of equipment or
activities that do similar work.
7. Product layout - it is an arrangement based on the sequence of
operations that is performed during the manufacturing of a good, a
delivery, or a service
8. Facility operation - Facilities operations refer to the management of all
the people, processes, services, and tools needed to run a facility at
the level it is meant to function at.
9. Forecasting - Forecasting is the process of projecting past sales
demand into the future. Implementing a forecasting system enables
you to assess current market trends and sales quickly so that you can
make informed decisions about the operations.
10.Scheduling - Scheduling is the process of arranging, controlling and
optimizing work and workloads in a production process or
manufacturing process.
11.Service Encounter - Service encounter is generally defined as a
consumer's direct contact with a service provider, including both face-
to-face interaction and experience.
12.Service Encounter Design - Service encounter design creates a
customer experience that will meet or exceed customer expectations.
This includes determining what the customer will see and feel when
they interact with a specific company and what they will experience
after the interaction is over.
13.Job Design - Job design is the specification of contents, methods and
relationship of jobs in order to satisfy technological and organizational
requirements as well as the social and personal requirements of the
job holder.
14.Value Chain - The term value chain refers to the various business
activities and processes involved in creating a product or performing a
service Supply Chain
15.Competitive priorities -Represent the strategic emphasis that a firm
places on certain performance measure and operational capabilities
within a value chain.
16.Mass Customization -Is being able to make whatever goods and
services the customer want, at any volume, at any time for anybody
and for a global organization from any place in the world.
17.Operation Strategy -Is the set of decisions across the value chain that
supports the implementation of higher level business strategies.
18.Robot -It is a programmable machine design to handle materials or
tools in the performance of a variety of tasks.
19.Projects -Are large-scale, customized initiatives that consist of many
smaller tasks and activities that must be coordinated and completed to
finish on time and within budget.
20.Flow shop processes - Are organized around a fixed sequence of
activities and process steps, such an assembly line, to produce a
limited variety of similar goods or services.
21.Customer relationship management (CRM) -Is a business strategy
designed to learn more about customers wants, needs, and behaviors
in order to build customer relationships and loyalty, and ultimately
enhance revenues and profits.
22.OPERATION MANAGEMENT- is the science and art of ensuring that
goods and services are created and delivered successfully to
customers.
23.CUSTOMER BENEFIT PACKAGE - bundling tangible goods and
intangible services content features that the customer recognizes pays
for, uses or experience.
24.SUPPLY CHAIN- is the portion of the value chain that focuses primarily
on the physical movement of goods and materials, and supporting
flows of the financial transactions through the supply, production and
distribution process.
25.SEARCH ATTRIBUTES- products that are able to be discerned and
evaluated prior to being bought.
26.EXPERIENCE ATTRIBUTES- products and services that are evaluated
during or after the consumption.
27.CREDENCE ATTRIBUTES- the aspect of the product or service that the
customers must believe in after purchase or consumption.
28.Hard Technology - refers to equipment and devices that perform a
variety of tasks in the creation and delivery of goods and services.
29.Soft Technology - refers to application of the internet, computer
software, and information systems to provide data, information,
analysis and to facilitate the creation and delivery of goods and
services.
30.Information System Framework - it is a conceptual model that consist
set of interrelated components that collect, manipulate, store and
disseminate information and provide a feedback mechanism to
achieve a goal.
31.Quality Function Deployment (QFD) - An approach to guide the
design, creation, and marketing of goods and services by integrating
the voice of the customer into all decisions.
32.Computer-Integrated Manufacturing Systems (CIMSs) - Combination
of hardware, software, database management, and communications to
automate and regulate production processes.
33.Flexible manufacturing systems (FMSs) - Machines that are controlled
by computers and connected by automated handling equipment
including conveyors, transfer machines, and transport systems.
34.Nanotechnology - Involves the manipulation of matter on atomic,
molecular, and supra molecular scales, thus bringing with it super-
precision manufacturing.
35.
36.Process Design -The goal of process design is to create the right
combination of equipment, labor, software, work methods, and
environment to produce and deliver goods and services that satisfy
both internal and external customer requirements.
37.Scalability - is a measure of the contribution margin (revenue minus
variable costs) required to deliver a good or service as the business
grows and volumes increase.
38.E-service- refers to using the Internet and technology to provide
services that create and deliver time, place, information,
entertainment, and exchange value to customers and/or support the
sale of goods.
39.Reliability- the probability that a manufactured good, piece of
equipment, or system performs its intended function for a stated
period of time under specified operating conditions.
40.Design for manufacturability (DFM)- is the process of designing a
product for efficient production at the highest level of quality. One
way of doing this is through product simplification.
41.Customer contact - refers to the physical or virtual presence of the
customer in the service-delivery system during a service experience.
42.Service guarantee - is a promise to reward and compensate a
customer if a service upset occurs during the service experience.
43.Customer-routed services - are those that offer customers broad
freedom to select the pathways that are best suited for their
immediate needs and wants from many possible pathways through the
service delivery system.
44.Provider-routed services - constrain customers to follow a very small
number of possible and pre defined pathways through the service
system.
45.Process map (flowchart) - describes the sequence of all process
activities and tasks to create and deliver a desired output or outcome.
46.Value stream - refers to all value-added activities involved in
designing, producing, and delivering goods and services to customers.
47.Flow time, or cycle time - is the average time it takes to complete one
cycle of a process.
48.Bottleneck - is the work activity that effectively limits the throughput
of the entire process.
49.Standard Goods - are made in anticipation of customer demand.
50.Option - are configuration of standard parts, sub assembles, or
services that can be selected by customers from a limited set.
51.Pathway - is a unique route through service systems.
52.Continuous flow processes - create highly standardized goods or
services, usually around the clock in very high volumes.
53.Product life cycle - is a characterization of product growth, maturity,
and decline over time.
54.Assembly-line balancing - is a technique to group tasks among
workstations so that each workstation has-in the ideal case-the same
amount of work.
55.Customer contact - it refers to the physical or virtual presence of the
customer in the service-delivery system during a service experience
56.Customer-contact requirements - these are measurable performance
levels or expectations that define the quality of customer contact with
representatives of an organization.
57.Empowerment - it means giving people authority to make decisions
based on what they feel is right, to have control over their work, to
take risks and learn from mistakes, and to promote change.
58.High-contact systems - these are systems in which the percentage of
customer contact is high.
59.Low-contact systems - these are systems in which the percentage of
customer contact is low.
60.Service recovery - it is the process of correcting a service upset and
satisfying the customer.
61.Service upset - it is any problem a customer has-real or perceived-with
the service-delivery system and includes terms such as service failure,
error, defect, mistake, and crisis.
62.High scalability - it is the capability to serve additional customers at
zero or extremely low incremental costs.
63.Infrastructure - it focuses on the non process features and capabilities
of the organization and includes the workforce, operating plans and
control systems, quality control, organizational structure,
 compensation systems, learning and innovation systems, and support
service.
64.Innovation - it is the discovery and practical application or
commercialization of a device, method, or idea that differs from
existing norms.
65.Prototype testing - it is the process by which a model is constructed to
test the product’s performance under actual operating conditions, as
well as consumer reactions to the prototypes.
66.Rapid prototyping - it is the process of building prototypes quickly to
reduce product development cost and time to market.
67.Servicesca3pe - it is all the physical evidence a customer might use to
form an impression.
68.Strategy - it is a pattern or plan that integrates an organization’s major
goals, policies, and action sequences into a cohesive whole
69.Strategic Planning - it is the process of determining long-term goals,
policies, and plans for an organization.
70.Voice of the Customer - it is a customer requirements which is
expressed in the customer’s own word
71.Voice of the Customer - it is a customer requirements which is
expressed in the customer’s own word
72.