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. Utilization - it is the fraction of time a workstation or individual is busy
over the long run.
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. Servicescape - 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 requirement which is expressed in
the customer’s own word.