Question 1

A buyer makes most of their purchasing decisions based on what two considerations?

Accepted Answer

A) quality and location 
B) warranty and brand 
C) cost and quality 
D) brand and advertising 
E) availability and cost 
A) quality and location 
B) warranty and brand 
C) cost and quality 
D) brand and advertising 
E) availability and cost

Question 2

Commonality of components is beneficial for manufacturing but not for services.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following questions is least appropriate during value analysis?

Accepted Answer

A) How can we reduce the cost of parts? 
B) How can we improve the performance of the product? 
C) How can we incorporate more cultural values in the design of our global system? 
D) Can we find a way to use less energy in the production of our product? 
E) Could a given component in our product be simplified or combined with another? 
A) How can we reduce the cost of parts? 
B) How can we improve the performance of the product? 
C) How can we incorporate more cultural values in the design of our global system? 
D) Can we find a way to use less energy in the production of our product? 
E) Could a given component in our product be simplified or combined with another?

Question 4

The term failure as applied to reliability means that a part or item does not function at all.

Accepted Answer

A) True 
 B)False

Question 5

Elements of the service process in which there is no contact with the customer are referred to as:

Accepted Answer

A) robust. 
B) delayed differentiators. 
C) back-of-the-house. 
D) user-friendly. 
E) mission-consistent. 
A) robust. 
B) delayed differentiators. 
C) back-of-the-house. 
D) user-friendly. 
E) mission-consistent.

Question 6

One step that is not part of service blueprinting is:

Accepted Answer

A) Eliminate boundaries for the service and decide on the level of interaction needed. 
B) Identify and determine the sequence of customer and service actions and interactions. 
C) Develop time estimates for each phase of the process. 
D) Understand the time variability involved. 
E) Identify potential failure points and develop a plan to minimize them. 
A) Eliminate boundaries for the service and decide on the level of interaction needed. 
B) Identify and determine the sequence of customer and service actions and interactions. 
C) Develop time estimates for each phase of the process. 
D) Understand the time variability involved. 
E) Identify potential failure points and develop a plan to minimize them.

Question 7

Product liability means that a manufacturer is liable for any injuries or damages caused by a faulty product because of poor workmanship or design.

Accepted Answer

A) True 
 B)False

Question 8

Which of these pairs of functions would tend to be affected most dramatically by a product or service redesign?

Accepted Answer

A) Operations and Accounting 
B) Marketing and Operations 
C) Finance and Human Resources 
D) Engineering and Accounting 
E) Finance and Engineering 
A) Operations and Accounting 
B) Marketing and Operations 
C) Finance and Human Resources 
D) Engineering and Accounting 
E) Finance and Engineering

Question 9

The probability of a product failing over a period of time is known as what type of curve?

Accepted Answer

A) bell 
B) S 
C) bathtub 
D) U 
E) circle 
A) bell 
B) S 
C) bathtub 
D) U 
E) circle

Question 10

Excitement characteristics are categories in the _________ model.

Accepted Answer

A) bipolar 
B) Kano 
C) Pareto 
D) quality 
E) service matrix 
A) bipolar 
B) Kano 
C) Pareto 
D) quality 
E) service matrix

Question 11

Availability cannot be increased without improving the time between breakdowns.

Accepted Answer

A) True 
 B)False

Question 12

Reliability refers to the ability of a product to perform its intended function under normal conditions.

Accepted Answer

A) True 
 B)False

Question 13

Making plans for how products that have reached the end of their useful lives will be dealt with is the primary subject of:

Accepted Answer

A) cradle-to-grave assessment. 
B) end-of-life programs. 
C) life-cycle analysis. 
D) three R's programs. 
E) process mapping. 
A) cradle-to-grave assessment. 
B) end-of-life programs. 
C) life-cycle analysis. 
D) three R's programs. 
E) process mapping.

Question 14

Reducing consumer choices makes service more efficient.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is not an advantage of standardization?

Accepted Answer

A) The opportunity to freeze design at a very early stage. 
B) Fewer parts to deal with in inventory. 
C) Reduced training cost and time. 
D) Purchasing is more routine. 
E) Inventory management is less complex. 
A) The opportunity to freeze design at a very early stage. 
B) Fewer parts to deal with in inventory. 
C) Reduced training cost and time. 
D) Purchasing is more routine. 
E) Inventory management is less complex.

Question 16

Waygate's residential Internet modem works well but is sensitive to power-line fluctuations. On average, this product hangs up and needs resetting every 200 hours. On average about 45 minutes is needed to reset this product. What is this product's availability?

Accepted Answer

A) not in excess of 0.75 
B) in excess of 0.75 but not in excess of 0.8 
C) in excess of 0.8 but not in excess of 0.9 
D) in excess of 0.9 but not in excess of 0.95 
E) in excess of 0.95 
A) not in excess of 0.75 
B) in excess of 0.75 but not in excess of 0.8 
C) in excess of 0.8 but not in excess of 0.9 
D) in excess of 0.9 but not in excess of 0.95 
E) in excess of 0.95

Question 17

A service blueprint is quite similar to an architectural drawing.

Accepted Answer

A) True 
 B)False

Question 18

The demand for a product and the rate of technological change have a significant impact on the length of a given phase of the product life cycle.

Accepted Answer

A) True 
 B)False

Question 19

Quality function deployment (QFD)is based on a set of standards which relate customer requirements to company capabilities.

Accepted Answer

A) True 
 B)False

Question 20

Robust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions.

Accepted Answer

A) True 
 B)False

A buyer makes most of their purchasing decisions based on what two considerations?

Commonality of components is beneficial for manufacturing but not for services.

Which of the following questions is least appropriate during value analysis?

The term failure as applied to reliability means that a part or item does not function at all.

Elements of the service process in which there is no contact with the customer are referred to as:

One step that is not part of service blueprinting is:

Product liability means that a manufacturer is liable for any injuries or damages caused by a faulty product because of poor workmanship or design.

Which of these pairs of functions would tend to be affected most dramatically by a product or service redesign?

The probability of a product failing over a period of time is known as what type of curve?

Excitement characteristics are categories in the _________ model.

Availability cannot be increased without improving the time between breakdowns.

Reliability refers to the ability of a product to perform its intended function under normal conditions.

Making plans for how products that have reached the end of their useful lives will be dealt with is the primary subject of:

Reducing consumer choices makes service more efficient.

Which of the following is not an advantage of standardization?

Waygate's residential Internet modem works well but is sensitive to power-line fluctuations. On average, this product hangs up and needs resetting every 200 hours. On average about 45 minutes is needed to reset this product. What is this product's availability?

A service blueprint is quite similar to an architectural drawing.

The demand for a product and the rate of technological change have a significant impact on the length of a given phase of the product life cycle.

Quality function deployment (QFD)is based on a set of standards which relate customer requirements to company capabilities.

Robust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions.

Introduction to Operations Management

Competitiveness, Strategy, and Productivity

Forecasting

Strategic Capacity Planning for Products and Services

Process Selection and Facility Layout

Work Design and Measurement

Location Planning and Analysis

Management of Quality

Quality Control

Aggregate Planning and Master Scheduling

Inventory Management

MRP and ERP

Jit and Lean Operations

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Filters

Exam 4: Product and Service Design

A buyer makes most of their purchasing decisions based on what two considerations?

Commonality of components is beneficial for manufacturing but not for services.

Which of the following questions is least appropriate during value analysis?

The term failure as applied to reliability means that a part or item does not function at all.

Elements of the service process in which there is no contact with the customer are referred to as:

One step that is not part of service blueprinting is:

Product liability means that a manufacturer is liable for any injuries or damages caused by a faulty product because of poor workmanship or design.

Which of these pairs of functions would tend to be affected most dramatically by a product or service redesign?

The probability of a product failing over a period of time is known as what type of curve?

Excitement characteristics are categories in the _________ model.

Availability cannot be increased without improving the time between breakdowns.

Reliability refers to the ability of a product to perform its intended function under normal conditions.

Making plans for how products that have reached the end of their useful lives will be dealt with is the primary subject of:

Reducing consumer choices makes service more efficient.

Which of the following is not an advantage of standardization?

Waygate's residential Internet modem works well but is sensitive to power-line fluctuations. On average, this product hangs up and needs resetting every 200 hours. On average about 45 minutes is needed to reset this product. What is this product's availability?

A service blueprint is quite similar to an architectural drawing.

The demand for a product and the rate of technological change have a significant impact on the length of a given phase of the product life cycle.

Quality function deployment (QFD)is based on a set of standards which relate customer requirements to company capabilities.

Robust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions.

Introduction to Operations Management

Competitiveness, Strategy, and Productivity

Forecasting

Strategic Capacity Planning for Products and Services

Process Selection and Facility Layout

Work Design and Measurement

Location Planning and Analysis

Management of Quality

Quality Control

Aggregate Planning and Master Scheduling

Inventory Management

MRP and ERP

Jit and Lean Operations

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Filters