CHAPTER 4ORGANIZATIONAL PERFORMANCE
Only the mediocre are always at their best.
—JEAN GIRAUDOUX
The operational decision that drives all other operational decisions is “What product/service will we offer?” The answer drives organizational performance. Decisions about product or service development determine what inputs are required; influence decisions about capacity, layout, and location; and influence sales, marketing, and distribution efforts. The entire value chain is affected.
After completing this chapter, you should be able to do the following:
• Describe the stages of product and service design and development
• Identify trade-offs in design factors
• Distinguish between different types of production processes
• Explain the service matrix ...
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