This text provides informative, short introductions to the core concepts of Operations Management. This text contains more than 50 concept entries and is fully cross-referenced.An outstanding reference for Operations Management students at all levels.
Customers are the ultimate recipients of the provision of a good or service by an operations system. They can be close to, or remote from, an operations system, but in all cases their demands and needs are the prime inputs for the design of an operations system.
Customers and Relationship Capital
As an operations manager, in what ways should you think of customers? Customers form judgments about the value of the output of operations systems and in doing so they exert a direct or indirect pressure on an operations system. Customers could be seen as troublesome, as it is from them that complaints, excessive demands or pressures to operate in different ways will stem. Alternatively, customers and their needs are the only reason why an operations system ...