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The Mcgraw-Hill 36-Hour Course by Linda Brennan

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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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