Electronic data interchange (EDI) Using computers to share data between customers and suppliers.
Empathy A dimension of service quality that refers to the amount of caring and individualized attention exhibited by the service firm.
Empowerment A management initiative designed to move decision making to the lowest level in the organization.
End user The ultimate user of a product or service.
Engineering analysis The process of applying engineering concepts to the design of a product, including tests such as heat transfer analysis, stress analysis, or analysis of the dynamic behavior of the system being designed.
Enterprise capabilities Capabilities that make firms unique and attractive to customers.
Enterprise resource planning (ERP) system A system that integrates financial, planning, and control systems into a single architecture. Examples include the SAP R/3 system and Oracle.
Evaluation Assessment of how relevant resources and capabilities are to generic strategies in generic internal assessment.
Experiential training techniques Training that is hands-on and provides the recipients of training the opportunity to experience in some manner the concepts that are being taught.
Exporter A firm that sells its product in another country.
External customers The ultimate consumers of the goods that an organization produces.
External events A term used in fault tree analysis. An external event is an event that is normally expected to occur and thus is not considered a fault when it occurs by itself.
External failure costs These are monetary losses associated with product failure after the customer has possession of the product. These may include warranty or field repair costs.
External services Service that are provided by companies other than yours.
External validation Using benchmarking as a way to ensure that a firm’s current practices are comparable to those being used by benchmark firms.
Empathy A dimension of service quality that refers to the amount of caring and individualized attention exhibited by the service firm.
Empowerment A management initiative designed to move decision making to the lowest level in the organization.
End user The ultimate user of a product or service.
Engineering analysis The process of applying engineering concepts to the design of a product, including tests such as heat transfer analysis, stress analysis, or analysis of the dynamic behavior of the system being designed.
Enterprise capabilities Capabilities that make firms unique and attractive to customers.
Enterprise resource planning (ERP) system A system that integrates financial, planning, and control systems into a single architecture. Examples include the SAP R/3 system and Oracle.
Evaluation Assessment of how relevant resources and capabilities are to generic strategies in generic internal assessment.
Experiential training techniques Training that is hands-on and provides the recipients of training the opportunity to experience in some manner the concepts that are being taught.
Exporter A firm that sells its product in another country.
External customers The ultimate consumers of the goods that an organization produces.
External events A term used in fault tree analysis. An external event is an event that is normally expected to occur and thus is not considered a fault when it occurs by itself.
External failure costs These are monetary losses associated with product failure after the customer has possession of the product. These may include warranty or field repair costs.
External services Service that are provided by companies other than yours.
External validation Using benchmarking as a way to ensure that a firm’s current practices are comparable to those being used by benchmark firms.
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