Exam 6: Goods and Service Design

Design for Environment (DfE) is the explicit consideration of environmental concerns during the design of goods and services and processes, and include such practices as designing for recycling and disassembly.

The design of a service cannot be done independently from the process by which the service is delivered.

The roof of the house of quality shows the relationship matrix between customer requirements and the technical features.

A(n) ____ is a promise to reward and compensate a customer if a service upset occurs.

The design of a customer benefit package (CBP) focuses on the operational choices that the firm must make in order to provide the CBP.

The "goal post model" of conforming to specifications by specifying a nominal dimension and a tolerance is the basis for calculating the Taguchi loss function.

Differentiate between high customer contact systems and low customer contact systems.Include examples of each.

An analysis of the current mortgage loan process found that the overall system reliability of a part of the total process consisting of three stages was low.After much analysis the process manager decided to add redundancy in this part of the process so Clerks A and B checked one another's work as well as clerks C and D in the new process so consider each pair to be in parallel.A study found that all clerks performed at an average reliability of 0.85. The reliability of the new process with more redundancy is now _______________.

In designing a service delivery system, good job and process design can usually overcome a poor location.

Regarding the first House of Quality, the interrelationship between any pair of technical features is found in

Reliability does not apply to services processes.

Service guarantees provide a reward or compensation as a response to a service upset and are offered to customers after a service upset has occurred.

A service encounter design focuses on the interaction, directly and indirectly, between the service provider(s) and the customer.

Explain the concept of Design for Manufacturability (DFM).

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

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

The decision of what goods and services to offer and how to position them in the marketplace is mainly an operational decision.

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

Which of the following is not a principal element in service encounter design?

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