Question

Explain the following ten words, one word with three sentences. Don't use Wikipedia！！！

Six Sigma

Assurance

After-sale service

Customer relationship management

Downstream

Upstream

Job analysis

Service reliability

Electronic data interchange (EDI)

Design of experiments (DOE)

Answer 1

Sig-Sigma - It is an approach to eliminate defects. It is a data driven approach and attempts to eliminate defects. It is used almost in all types of industries whether it is manufacturing or service. or, it is a measure of quality that tries to achieve 100% perfection.

Assurance: "It is a positive declaration that intends to give confidence." In management by assurance we mean financial coverage which promises to provide remuneration for an event that is certain to happen. For example the assurance from federal government to provide financial assistance to those who will be affected by the hurricane.

After-Sale Service : The service provided by the company after the sale of the product. It is a process which ensures that customers are satisfied with the company's product and services.

Customer Relationship Management : It is a process to build a sound relationship between the company and the existing and potential customer of the company. Here the interaction and the data related to customer is analyzed to provide better service to the customer.

Downstream: It is a marketing technique which focuses on short term sales and supporting the sales force. It involves promotion, brand building, advertising and communication with clients through a number of channels such as direct interaction, trade shows etc.

Upstream: It is opposite of downstream. It focuses on long term market situation and focuses on strategy. It attempts to identify the customers requirement and then fulfilling their needs.

Job Analysis: It is a process of identifying the details of a particular jobs roles and responsibility. Using job analysis we will be in a position to design the structure of the organization that is it helps in determining which job is more important for the firm.

Service Reliability: It is concerned with he trust of the service provided, Reliability refers to the probability that a particular service will perform its intended function adequately for a stipulated period or will perform in a defined environment. For example automobile company promise to give a mileage of 20 mpg but under certain conditions.

Electronic Data Interchange : It is a process which allows a company to send information to another company in the electronic form rather than physically.

Design of experiment: It is a systematic method to determine the inter-relationship between factors that affect a process and output of that process. It deals with planning, conducting , analyzing and controlling tests in a controlled environment to evaluate the factors that control the value of a variable.

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