What do the words 'product' and 'service' really mean for management?

Article Abstract:

Costumer satisfaction and quality maintenance can only be realized consistently when people in business possess a common definition of 'service' and 'product.' Having a common definition permits the creation of a more focused and balanced effort toward the achievement of improved product and service quality. It is in this perspective that products and services should be viewed as a total bundle of goods and sevices, customer service, service facilities and manner, and sales terms and conditions.

Analysis, Product quality, Products, Customer service, Consumer goods

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The value-added ratio

Article Abstract:

Value-added ratio (VAR) is a tool that can measure improvement in all processes in any part of any organization. It is derived by dividing total valued-added time, or the total amount of time consumed by tasks that add value to the customer, by the total process cycle time, or the total amount of time spent on activities that do or do not add value to the customer. VAR can play an important role in improving cycle time, quality and costs.

Measurement, Organizational effectiveness, Value added

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