Question 1

Unlike the customer benefit package design and configuration stage of designing goods and services, the detailed goods, services, and process design:

Accepted Answer

A)  is more conceptual in nature. 
B)  is more strategic in nature. 
C)  focuses on implementation. 
D)  focuses on the evaluation of quality. 
A)  is more conceptual in nature. 
B)  is more strategic in nature. 
C)  focuses on implementation. 
D)  focuses on the evaluation of quality. C

Question 2

__________is the process by which a model (real or simulated) is constructed to assess a product's performance under actual operating conditions, as well as consumer reactions to the model.

Accepted Answer

A)  Quality function deployment 
B)  Value engineering 
C)  Detailed product design 
D)  Prototype testing 
A)  Quality function deployment 
B)  Value engineering 
C)  Detailed product design 
D)  Prototype testing D

Question 3

Which of the following elements is included in the service-delivery system design

Accepted Answer

A)  Prototype testing 
B)  Service guarantees and recovery 
C)  Company mission 
D)  Facility location and layout 
A)  Prototype testing 
B)  Service guarantees and recovery 
C)  Company mission 
D)  Facility location and layout D

Question 4

Ambient conditions are the explicit signals that communicate an image about a firm and include examples such as mission statements and diplomas on a wall.

Accepted Answer

A) True 
 B)False

Question 5

The _____ of the House of Quality shows the interrelationships between any pair of technical features.

Accepted Answer

A)  bottom 
B)  left 
C)  center 
D)  roof 
A)  bottom 
B)  left 
C)  center 
D)  roof

Question 6

Service-delivery systems with high customer contact can be treated much like an assembly line.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following requirements is an example of customer-contact requirements

Accepted Answer

A)  Convenient facility location 
B)  Ambient conditions 
C)  Cross-selling 
D)  Prominently displayed company logo 
A)  Convenient facility location 
B)  Ambient conditions 
C)  Cross-selling 
D)  Prominently displayed company logo

Question 8

__________is the explicit consideration of ecological concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly.

Accepted Answer

A)  Quality function deployment 
B)  Service-encounter design 
C)  Environmental intervention 
D)  Design for Environment 
A)  Quality function deployment 
B)  Service-encounter design 
C)  Environmental intervention 
D)  Design for Environment

Question 9

In the context of designing manufactured goods, socially responsible designs are the ones that follow the concept of:

Accepted Answer

A)  Design for Environment 
B)  Design for reliability 
C)  Design for manufacturability 
D)  Design for Accuracy 
A)  Design for Environment 
B)  Design for reliability 
C)  Design for manufacturability 
D)  Design for Accuracy

Question 10

For manufactured goods, design blueprints specify a nominal value which is the:

Accepted Answer

A)  dimension with the least manufacturing cost. 
B)  dimension with the greatest variation from the target dimension. 
C)  range of permissible variation in the target dimension of the goods. 
D)  specified target dimension of the goods. 
A)  dimension with the least manufacturing cost. 
B)  dimension with the greatest variation from the target dimension. 
C)  range of permissible variation in the target dimension of the goods. 
D)  specified target dimension of the goods.

Question 11

David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to $200 to resolve any customer complaints, with no questions asked. This is an example of:

Accepted Answer

A)  service guarantee. 
B)  assurance. 
C)  flexibility. 
D)  empowerment. 
A)  service guarantee. 
B)  assurance. 
C)  flexibility. 
D)  empowerment.

Question 12

Jones and Johnson, a law firm, is expanding to incorporate three conference rooms and two executive waiting lounges in its office. Which of the following dimensions of servicescape is the firm addressing

Accepted Answer

A)  Ambient conditions 
B)  Market deployment and evaluation 
C)  Spatial layout and functionality 
D)  Signs, symbols, and artifacts 
A)  Ambient conditions 
B)  Market deployment and evaluation 
C)  Spatial layout and functionality 
D)  Signs, symbols, and artifacts

Question 13

The__________provides the behavioral setting where service encounters take place.

Accepted Answer

A)  facility location 
B)  service process and job design 
C)  servicescape 
D)  value chain model 
A)  facility location 
B)  service process and job design 
C)  servicescape 
D)  value chain model

Question 14

For manufactured goods, design blueprints specify a target dimension, along with a range of permissible variation called the__________.

Accepted Answer

A)  nominal 
B)  buffer 
C)  tolerance 
D)  leeway 
A)  nominal 
B)  buffer 
C)  tolerance 
D)  leeway

Question 15

Location is an important competitive priority in a service business.

Accepted Answer

A) True 
 B)False

Question 16

The specifications for an automobile part (in inches) are 10.00 ± 0.15, and the Taguchi loss function is estimated to be L(x) = 9,300 (x - T) 2. Determine the estimated loss per part if the concerned quality feature has an actual value of 10.20 inches.

Accepted Answer

A)  $37200 
B)  $93000 
C)  $372 
D)  $93 
A)  $37200 
B)  $93000 
C)  $372 
D)  $93

Question 17

In the context of service-encounter design, free trips and extra vacation days is not considered a form of recognition.

Accepted Answer

A) True 
 B)False

Question 18

Customer contact is measured by the percentage of time the customer must be in the service-delivery system relative to the total time it takes to provide the service.

Accepted Answer

A) True 
 B)False

Question 19

Mitch is the owner of GameOn, a popular sports bar. He personally trains his servers and then gives them autonomy to make on-the-spot decisions to resolve any customer complaints and issues. This is a form of _____.

Accepted Answer

A)  service guarantee 
B)  assurance 
C)  flexibility 
D)  empowerment 
A)  service guarantee 
B)  assurance 
C)  flexibility 
D)  empowerment

Question 20

Which of the following is one of the principal elements of service-encounter design

Accepted Answer

A)  Customer benefit package design 
B)  Market introduction 
C)  Recognition and reward 
D)  Quality function deployment 
A)  Customer benefit package design 
B)  Market introduction 
C)  Recognition and reward 
D)  Quality function deployment

Unlike the customer benefit package design and configuration stage of designing goods and services, the detailed goods, services, and process design:

__________is the process by which a model (real or simulated) is constructed to assess a product's performance under actual operating conditions, as well as consumer reactions to the model.

Which of the following elements is included in the service-delivery system design

Ambient conditions are the explicit signals that communicate an image about a firm and include examples such as mission statements and diplomas on a wall.

The _____ of the House of Quality shows the interrelationships between any pair of technical features.

Service-delivery systems with high customer contact can be treated much like an assembly line.

Which of the following requirements is an example of customer-contact requirements

__________is the explicit consideration of ecological concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly.

In the context of designing manufactured goods, socially responsible designs are the ones that follow the concept of:

For manufactured goods, design blueprints specify a nominal value which is the:

David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to $200 to resolve any customer complaints, with no questions asked. This is an example of:

Jones and Johnson, a law firm, is expanding to incorporate three conference rooms and two executive waiting lounges in its office. Which of the following dimensions of servicescape is the firm addressing

The__________provides the behavioral setting where service encounters take place.

For manufactured goods, design blueprints specify a target dimension, along with a range of permissible variation called the__________.

Location is an important competitive priority in a service business.

The specifications for an automobile part (in inches) are 10.00 ± 0.15, and the Taguchi loss function is estimated to be L(x) = 9,300 (x - T) 2. Determine the estimated loss per part if the concerned quality feature has an actual value of 10.20 inches.

In the context of service-encounter design, free trips and extra vacation days is not considered a form of recognition.

Customer contact is measured by the percentage of time the customer must be in the service-delivery system relative to the total time it takes to provide the service.

Mitch is the owner of GameOn, a popular sports bar. He personally trains his servers and then gives them autonomy to make on-the-spot decisions to resolve any customer complaints and issues. This is a form of _____.

Which of the following is one of the principal elements of service-encounter design

Operations Management and Value Chains

Measuring Performance in Operations and Value Chains

Operations Strategy

Technology and Operations Management

Supply Chain Design

Process Selection, Design, and Analysis

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and SPC

Lean Operating Systems

Project Management

Filters

Exam 5: Goods and Service Design

Unlike the customer benefit package design and configuration stage of designing goods and services, the detailed goods, services, and process design:

__________is the process by which a model (real or simulated) is constructed to assess a product's performance under actual operating conditions, as well as consumer reactions to the model.

Which of the following elements is included in the service-delivery system design

Ambient conditions are the explicit signals that communicate an image about a firm and include examples such as mission statements and diplomas on a wall.

The _____ of the House of Quality shows the interrelationships between any pair of technical features.

Service-delivery systems with high customer contact can be treated much like an assembly line.

Which of the following requirements is an example of customer-contact requirements

__________is the explicit consideration of ecological concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly.

In the context of designing manufactured goods, socially responsible designs are the ones that follow the concept of:

For manufactured goods, design blueprints specify a nominal value which is the:

David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to $200 to resolve any customer complaints, with no questions asked. This is an example of:

Jones and Johnson, a law firm, is expanding to incorporate three conference rooms and two executive waiting lounges in its office. Which of the following dimensions of servicescape is the firm addressing

The__________provides the behavioral setting where service encounters take place.

For manufactured goods, design blueprints specify a target dimension, along with a range of permissible variation called the__________.

Location is an important competitive priority in a service business.

The specifications for an automobile part (in inches) are 10.00 ± 0.15, and the Taguchi loss function is estimated to be L(x) = 9,300 (x - T) 2. Determine the estimated loss per part if the concerned quality feature has an actual value of 10.20 inches.

In the context of service-encounter design, free trips and extra vacation days is not considered a form of recognition.

Customer contact is measured by the percentage of time the customer must be in the service-delivery system relative to the total time it takes to provide the service.

Mitch is the owner of GameOn, a popular sports bar. He personally trains his servers and then gives them autonomy to make on-the-spot decisions to resolve any customer complaints and issues. This is a form of _____.

Which of the following is one of the principal elements of service-encounter design

Operations Management and Value Chains

Measuring Performance in Operations and Value Chains

Operations Strategy

Technology and Operations Management

Supply Chain Design

Process Selection, Design, and Analysis

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and SPC

Lean Operating Systems

Project Management

Filters