Answer the following questions:
1. Which of the following is not a principal issue in service encounter design?
2. In a design specification 25 ± 1.5, the value 25 is called the ____, while ± 1.5 is called the ____.
3. A system design consisting of several parallel components that function independently of each other and where the system fails only if all the parallel components fail is an example of
4. Which of the following is not an important element of reliability definition?
5. The process by which a model is constructed to test a good's physical properties or use under actual operating conditions is called
6. Which of the following is not supported by Japan's Genichi Taguchi?
7. Which of the following is not a principal element in service encounter design?
8. A bank provides four sequential services to its customers. Over the last quarter, the reliability of each of these services was 92%, 97%, 95% and 90%. What is their overall reliability?
9. To improve system reliability, one option is to
10. Which of the following steps is not the same for both goods and services?
11. Which of the following is not included in a failure-mode-and-effects analysis (FMEA)?
12. High customer contact systems would most commonly be found in ____.
13. Which of the following is not a principal dimension of the servicescape?
14. In design specification terminology, permissible variation is called
15. Which of the following is not a principal dimension of a servicescape?