Assignment
Question 1
Which of the following is not supported by Japan's Genichi Taguchi?
a. optimizing tolerances
b. goal post model
c. quadratic loss function
d. monetary expression of variation
Question 2
Which of the following steps is not the same for both goods and services?
a. detailed goods, services and process design
b. Customer Benefit Package design and configuration
c. market introduction/deployment
d. marketplace evaluation
Question 3
Which of the following is not included in a failure-mode-and-effects analysis (FMEA)?
a. Impact
b. Probability
c. Detection
d. Risk value
E. All of these are included
Question 4
In a design specification 25 ± 1.5, the value 25 is called the ____, while ± 1.5 is called the ____.
a. nominal, reliability
b. average, tolerance
c. average, nominal
d. nominal, tolerance
Question 5
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
a. simplification
b. redundancy
c. deployment
d. sustainability
Question 6
The process by which a model is constructed to test a good's physical properties or use under actual operating conditions is called
a. Quality Function Deployment
b. Value engineering
c. Detailed product design
d. Prototype testing
Question 7
In design specification terminology, permissible variation is called
a. normal
b. buffer
c. tolerance
d. leeway
Question 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?
a. 0.9700
b. 0.9350
c. 0.2370
d. 0.7630
e. 0.7230
Question 9
Which of the following is not a principal issue in service encounter design?
a. facility location
b. customer contact behavior and skills
c. service provider selection, development and empowerment
d. service recovery and guarantees
Question 10
Objectives of service guarantees include all of the following except
a. increasing brand image
b. reducing customer risk
c. forcing operational improvement
d. allowing reduced pricing
Question 11
Which of the following is not one of the six customer attributes that impact the design and configuration of a customer benefit package?
a. time
b. Information
c. exchange
d. reliability
Question 12
Prior to designing and configuring a customer benefit package, a firm should understand and develop its ____.
a. detailed goods, services and process design
b. process and service encounter design
c. strategic mission and competitive priorities
d. marketplace evaluation
Question 13
Which of the following is not a principal dimension of a servicescape?
a. spatial layout and functionality
b. signs, symbols and artifacts
c. facility location
d. ambient conditions
Question 14
A(n) ____ is a promise to reward and compensate a customer if a service upset occurs.
a. service guarantee
b. customer contact requirement
c. service recovery
d. empowerment
Question 15
Which of the following is not a principal dimension of the servicescape?
a. Ambient condition
b. Process and job design
c. Spatial layout and functionality
d. Signs, symbols and artifacts
Question 16
A process map (flowchart)
a. Is boundary-less
b. Does not include information flow
c. Is often used as a baseline to describe how a process is performed
d. Must include a line of customer visibility
Question 17
A manufacturing firm that produces a standardized product, not made of discrete parts, with little-to-no customization, with high demand, is most likely to use this type of process.
a. project
b. job shop
c. flow shop
d. continuous flow
Question 18
Which one of the following best describes reengineering?
a. Radical redesign
b. Incremental, continuous improvement
c. Engineering-based value analysis
d. Repeatability
Question 19
What type of process would a paper mill most likely use?
a. Project
b. Job shop
c. Flow shop process
d. Continuous flow process
Question 20
Ships, weddings and estate planning are examples of ____ goods and services
a. Make-to-order
b. Assemble-to-order
c. Make-to-stock
d. Continuous flow
Question 21
The terms, "general purpose equipment," "flexible and capable of customizing work" and "wide variety of goods or services" best relate to
a. Projects
b. Job shops
c. Flow shop processes
d. Continuous flow processes
Question 22
____ offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.
a. Provider-routed pathways
b. Customer-routed pathways
c. Highly repeatable service encounter activity sequences
d. ATMs
Question 23
During which phase of a product's life cycle does low unit cost become a top competitive priority?
a. Priority
b. Growth
c. Maturity
d. Decline
Question 24
A(n) ____ is a group of ____ needed to create and deliver an intermediate or final output.
a. Process; value chains
b. Activity; tasks
c. Task; activities
d. Activity; processes
Question 25
Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to
a. Being below the diagonal
b. Continuous flow
c. Customer routed
d. Provider routed
Question 26
The work activity that effectively limits throughput of a process is called a ____.
a. Process boundary
b. Make-to-order
c. Bottleneck
d. Throughput
Question 27
Which of the following is not a major activity in designing a goods-producing or service-providing process?
a. Define the purpose and objectives of the process.
b. Create a detailed process or value stream map that baselines current performance.
c. Use the product life cycle for each good or service to create a future state process map.
d. Select the appropriate equipment and technology
Question 28
The average number of entities completed per unit time -- the output rate -- from a process is called ____.
a. Utilization
b. Throughput
c. Service rate
d. Work-in-process
Question 29
Marketing Product Characteristics/Decisions for the Product-Process Matrix include all the following except
a. Demand volume
b. Degree of customization
c. Pathways
d. Type of good
Question 30
Which is the correct order of hierarchy?
A. Activity, task, process, value chain
B. Value chain, process, task, activity
C. Process, value chain, activity, task
D. Value chain, process, activity, task.