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Business Unit 3.2 (Customer Service (quality (having a high standard), on…
Business Unit 3.2
Customer Service
the experience a customer gets when dealing with a business
meeting the needs of customers
quality
having a high standard
on time service
what they want when they want it
innovation
introducing new services
staff training
going beyond what is expected
leads to a reputation for excellence
listening to customers
dealing with complaints
Stock Control Chart
buffer stock
minimum amount of product a business holds in stock
re-order level
when the next order should be placed
maximum level
maximum level of stock a business holds
lead time
amount of time between placing an order and receiving the stock
Productivity
is the output per worker
Productivity=TOTAL OUTPUT/number of workers
increasing productivity leads to greater competitiveness in the market
ways businesses can be productive
training
better equipment
more effective work practices
ways of reducing costs
relocation
better design
cutting overhead costs
improved purchasing
Design
helps a product stand out from it's competitors
3 elements
Functions
how well a product works
Cost
cheaper materials or processes
Appearance
scientific research
at the base of the majority of products
mostly in a lab which tests the products
Stock
stock is classed as any materials or finished products a company currently holds
companies need to be very careful how much stock they hold
types of stock
raw materials and components
work in progress
finished goods
Quality
achieving minimum standard for a product or service
Quality Control
checks the product at the very end of the process by only one person
Quality Assurance
checked throughout the process by multiple people
Different Stocks
Just in Time
the business holds no stock
when they need the materials and components they are ordered and delivered when needed
traditional stock