Question 1

Given the diagram below, determine the system reliability based on the individual component reliabilities: A = 0.94, B = 0.92, C = 0.96, and D = 0.95.

Accepted Answer

R_AB = 1 - [(1 − 0.94) (1 − 0.92)] = 0.9952 R_CD = 1 - [(1 − 0.96) (1 − 0.95)] = 0.998 R_S = (0.9952) (0.998) = 0.9932

Question 2

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

Accepted Answer

A) True 
 B)False  False

Question 3

Discuss the concept of servicescape.

Accepted Answer

The servicescape is all the physical evidence a customer might use to form an impression. The servicescape also provides the behavioral setting where service encounters take place. Some servicescapes, termed lean servicescape environments, are very simple. Ticketron outlets and Federal Express drop-off kiosks would qualify as lean servicescape environments, as both provide service from one simple design. More complicated structures and service systems are termed elaborate servicescape environments. Examples include hospitals, airports, and universities.

Question 4

A critical part has a manufacturing specification (in cm) of 0.325 ± 0.010. Based on historic information, if this measurement is larger than 0.335 or smaller than 0.315 the product fails at a cost of $120. Determine the Taguchi loss function.

Accepted Answer

A)  L(x) = 1,200,000 (0.325 − 0.315)2 
B)  L(x) = 1,200,000 (x − 0.325)2 
C)  L(x) = 1,200 (x − 0.325)2 
D)  L(x) = 1,200 (0.325 − 0.315)2 
A)  L(x) = 1,200,000 (0.325 − 0.315)2 
B)  L(x) = 1,200,000 (x − 0.325)2 
C)  L(x) = 1,200 (x − 0.325)2 
D)  L(x) = 1,200 (0.325 − 0.315)2

Question 5

Explain the concept of Design for Manufacturability (DFM).

Accepted Answer

Design for Manufacturability (DFM) is th

Question 6

The process by which a model (real or simulated) is constructed to test a product's performance under actual operating conditions is called:

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.

Question 7

Identify an element that is NOT a principal dimension of a servicescape.

Accepted Answer

A)  Spatial layout and functionality 
B)  Signs, symbols, and artifacts 
C)  Facility location 
D)  Ambient conditions 
A)  Spatial layout and functionality 
B)  Signs, symbols, and artifacts 
C)  Facility location 
D)  Ambient conditions

Question 8

A quality characteristic has a manufacturing specification (in cm) of 0.100 ± 0.05. Historical data indicate that if the quality characteristic takes on values larger than 0.15 cm or smaller than 0.05 cm, the product fails and a cost of $65 is incurred. Based on this data, answer the questions below.
a.Determine the Taguchi loss function.
b.Estimate the loss for a quality characteristic of 0.125 cm.

Accepted Answer

a.L(x) = $65
(x − T) = 0.05
k = (65) / (

Question 9

In the House of Quality, the interrelationship between any pair of technical features is found in the:

Accepted Answer

A)  voice of the customer. 
B)  relationship matrix. 
C)  roof. 
D)  basement. 
A)  voice of the customer. 
B)  relationship matrix. 
C)  roof. 
D)  basement.

Question 10

Which of the following steps is NOT the same for both goods and services?

Accepted Answer

A)  Detailed goods, services, and process design 
B)  Customer benefit package design and configuration 
C)  Market introduction/deployment 
D)  Marketplace evaluation 
A)  Detailed goods, services, and process design 
B)  Customer benefit package design and configuration 
C)  Market introduction/deployment 
D)  Marketplace evaluation

Question 11

Which of the following is NOT correct regarding product or process simplification?

Accepted Answer

A)  Reduces flexibility 
B)  Reduces opportunity for error 
C)  Speeds up flow time 
D)  Improves reliability 
A)  Reduces flexibility 
B)  Reduces opportunity for error 
C)  Speeds up flow time 
D)  Improves reliability

Question 12

An ATM machine provides four sequential steps in processing a transaction. Over the last quarter, the reliability of each of these steps was 0.92, 0.97, 0.95, and 0.90. What is the overall reliability of the machine?

Accepted Answer

A)  Less than 0.60 
B)  Equal to or greater than 0.60 but less than 0.70 
C)  Equal to or greater than 0.70 but less than 0.80 
D)  Equal to or greater than 0.80 but less than 0.90 
A)  Less than 0.60 
B)  Equal to or greater than 0.60 but less than 0.70 
C)  Equal to or greater than 0.70 but less than 0.80 
D)  Equal to or greater than 0.80 but less than 0.90

Question 13

Assume the specifications for a part (in inches) are 4.00 ± 0.37, and the Taguchi loss function is estimated to be L(x) = 8,300 (x − T)2. Determine the estimated loss if the quality characteristic under study takes on a value of 4.50 inches.

Accepted Answer

L(x) = k (x − T)² = 8

Question 14

The customer benefit package at LensCrafters is weighted more toward the primary good, which is eyewear.

Accepted Answer

A) True 
 B)False

Question 15

The final step in using the House of Quality involves identifying those technical features that meet any of the following criteria EXCEPT:

Accepted Answer

A)  the strongest relationship to customer requirements. 
B)  the highest quality. 
C)  poor competitive performance. 
D)  strong selling points. 
A)  the strongest relationship to customer requirements. 
B)  the highest quality. 
C)  poor competitive performance. 
D)  strong selling points.

Question 16

Describe the Taguchi loss function. Contrast it to the goal-post model.

Accepted Answer

Taguchi measured quality as the variatio

Question 17

Ensuring that a hotel staff at the front desk addresses a guest by name is an example of a servicescape requirement.

Accepted Answer

A) True 
 B)False

Question 18

Prior to designing and configuring a customer benefit package, a firm should understand and develop its:

Accepted Answer

A)  detailed goods, services, and process design. 
B)  process and service encounter design. 
C)  strategic mission and competitive priorities. 
D)  marketplace evaluation. 
A)  detailed goods, services, and process design. 
B)  process and service encounter design. 
C)  strategic mission and competitive priorities. 
D)  marketplace evaluation.

Question 19

Given the diagram below that represents a cell phone circuit, determine the cell phone system reliability for this part of the total operating system if the individual component reliabilities are: A = 0.92, B = 0.90, C = 0.88, and D = 0.88.

Accepted Answer

A)  More than 0.8000 but less than or equal to 0.8500 
B)  More than 0.8500 but less than or equal to 0.9000 
C)  More than 0.9000 but less than or equal to 0.9500 
D)  More than 0.9500 
A)  More than 0.8000 but less than or equal to 0.8500 
B)  More than 0.8500 but less than or equal to 0.9000 
C)  More than 0.9000 but less than or equal to 0.9500 
D)  More than 0.9500

Question 20

Customer-contact requirements might be either technical or behavioral in nature.

Accepted Answer

A) True 
 B)False

Exam 6: Goods and Service Design

Given the diagram below, determine the system reliability based on the individual component reliabilities: A = 0.94, B = 0.92, C = 0.96, and D = 0.95.

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

Discuss the concept of servicescape.

A critical part has a manufacturing specification (in cm) of 0.325 ± 0.010. Based on historic information, if this measurement is larger than 0.335 or smaller than 0.315 the product fails at a cost of $120. Determine the Taguchi loss function.

Explain the concept of Design for Manufacturability (DFM).

The process by which a model (real or simulated) is constructed to test a product's performance under actual operating conditions is called:

Identify an element that is NOT a principal dimension of a servicescape.

In the House of Quality, the interrelationship between any pair of technical features is found in the:

Which of the following steps is NOT the same for both goods and services?

Which of the following is NOT correct regarding product or process simplification?

An ATM machine provides four sequential steps in processing a transaction. Over the last quarter, the reliability of each of these steps was 0.92, 0.97, 0.95, and 0.90. What is the overall reliability of the machine?

Assume the specifications for a part (in inches) are 4.00 ± 0.37, and the Taguchi loss function is estimated to be L(x) = 8,300 (x − T)2. Determine the estimated loss if the quality characteristic under study takes on a value of 4.50 inches.

The customer benefit package at LensCrafters is weighted more toward the primary good, which is eyewear.

The final step in using the House of Quality involves identifying those technical features that meet any of the following criteria EXCEPT:

Describe the Taguchi loss function. Contrast it to the goal-post model.

Ensuring that a hotel staff at the front desk addresses a guest by name is an example of a servicescape requirement.

Prior to designing and configuring a customer benefit package, a firm should understand and develop its:

Given the diagram below that represents a cell phone circuit, determine the cell phone system reliability for this part of the total operating system if the individual component reliabilities are: A = 0.92, B = 0.90, C = 0.88, and D = 0.88.

Customer-contact requirements might be either technical or behavioral in nature.

Goods, Services, and Operations Management

Value Chains

Measuring Performance in Operations

Operations Strategy

Technology and Operations Management

Process Selection, Design, and Analysis

Facility and Work Designs

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Quality Management

Appendix: Quality Management

Quality Control and Spc

Appendix: Queuing Analysis

Appendix: Modeling Using Linear Programming

Lean Operating Systems

Appendix: Simulation

Project Management

Appendix: Decision Analysis

Filters

Assume the specifications for a part (in inches) are 4.00 ± 0.37, and the Taguchi loss function is estimated to be L(x) = 8,300 (x − T)². Determine the estimated loss if the quality characteristic under study takes on a value of 4.50 inches.