Question 1

A service blueprint is quite similar to an architectural drawing.

Accepted Answer

A) True 
 B)False

Question 2

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 3

One way to increase reliability is to:

Accepted Answer

A)  improve component design. 
B)  increase the number of service stations. 
C)  increase mean repair time. 
D)  increase the number of dependent components. 
E)  reduce production capacity. 
A)  improve component design. 
B)  increase the number of service stations. 
C)  increase mean repair time. 
D)  increase the number of dependent components. 
E)  reduce production capacity.

Question 4

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 5

One possible disadvantage of modular design is that:

Accepted Answer

A)  replacement and repair are more difficult. 
B)  failure diagnosis is more complex. 
C)  the number of configurations of modules decreases. 
D)  individual parts lose their identities. 
E)  inventory problems arise. 
A)  replacement and repair are more difficult. 
B)  failure diagnosis is more complex. 
C)  the number of configurations of modules decreases. 
D)  individual parts lose their identities. 
E)  inventory problems arise.

Question 6

Which of the following is not a reason for redesigning a product or service?

Accepted Answer

A)  to reduce labor or material cost 
B)  to increase the level of employee satisfaction 
C)  to increase the level of customer satisfaction 
D)  to attract and increase customer demand 
E)  to increase quality 
A)  to reduce labor or material cost 
B)  to increase the level of employee satisfaction 
C)  to increase the level of customer satisfaction 
D)  to attract and increase customer demand 
E)  to increase quality

Question 7

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 8

Products or services with a high degree of similarity of features and components are called:

Accepted Answer

A)  generic. 
B)  copy-cat. 
C)  rip-offs. 
D)  product families. 
E)  product/service matrix. 
A)  generic. 
B)  copy-cat. 
C)  rip-offs. 
D)  product families. 
E)  product/service matrix.

Question 9

Remanufacturing refers to replacing worn-out components of old products to extend the products' useful life.

Accepted Answer

A) True 
 B)False

Question 10

The term "standardization" is closely associated with:

Accepted Answer

A)  customization. 
B)  high cost. 
C)  longer lead times. 
D)  variety. 
E)  interchangeability. 
A)  customization. 
B)  high cost. 
C)  longer lead times. 
D)  variety. 
E)  interchangeability.

Question 11

One approach to extending a product's life cycle is to promote alternate uses of the product.

Accepted Answer

A) True 
 B)False

Question 12

A major benefit of computer-aided design (CAD) is the increased productivity of designers.

Accepted Answer

A) True 
 B)False

Question 13

The assessment of the environmental impact of a product or service throughout its useful life is called:

Accepted Answer

A)  flow diagramming. 
B)  service blueprinting. 
C)  quality function deployment. 
D)  process mapping. 
E)  life cycle analysis. 
A)  flow diagramming. 
B)  service blueprinting. 
C)  quality function deployment. 
D)  process mapping. 
E)  life cycle analysis.

Question 14

Many U.S. manufacturers are now shifting their focus from products to both product and process improvements.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is a systematic approach to managing the series of changes a product goes through, from its conception, design and development, through production and any redesign, to its end of life?

Accepted Answer

A)  Cradle-to-grave assessment. 
B)  Life cycle analysis. 
C)  End-of-life programs. 
D)  Enterprise resource planning. 
E)  Product life cycle management. 
A)  Cradle-to-grave assessment. 
B)  Life cycle analysis. 
C)  End-of-life programs. 
D)  Enterprise resource planning. 
E)  Product life cycle management.

Question 17

The quality function deployment matrices are often referred to as the "house of quality" because, when completed, they "house" all of the customer's quality requirements.

Accepted Answer

A) True 
 B)False

Question 18

Reducing consumer choices makes service more efficient.

Accepted Answer

A) True 
 B)False

Exam 4: Product and Service Design

A service blueprint is quite similar to an architectural drawing.

One step that is not part of service blueprinting is:

One way to increase reliability is to:

Which of the following is not an advantage of standardization?

One possible disadvantage of modular design is that:

Which of the following is not a reason for redesigning a product or service?

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

Products or services with a high degree of similarity of features and components are called:

Remanufacturing refers to replacing worn-out components of old products to extend the products' useful life.

The term "standardization" is closely associated with:

One approach to extending a product's life cycle is to promote alternate uses of the product.

A major benefit of computer-aided design (CAD) is the increased productivity of designers.

The assessment of the environmental impact of a product or service throughout its useful life is called:

Many U.S. manufacturers are now shifting their focus from products to both product and process improvements.

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

Which of the following is a systematic approach to managing the series of changes a product goes through, from its conception, design and development, through production and any redesign, to its end of life?

The quality function deployment matrices are often referred to as the "house of quality" because, when completed, they "house" all of the customer's quality requirements.

Reducing consumer choices makes service more efficient.

Introduction to Operations Management

Competitiveness

Forecasting

RELIABILITY – Static

Strategic Capacity Planning for Products and Services

Decision Theory– Static

Process Selection and Facility Layout

Work Design and Measurement

learning curve– Static

Location Planning and Analysis

The Transportation Model– Static

Management of Quality

Quality Control

Acceptance Sampling– Static

Aggregate Planning and Master Scheduling

MRP and ERP

Inventory Management

JIT and Lean Operations

Maintenance– Static

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Filters