Question 1

A graphic technique for defining the relationship between customer desires and product/service is

Accepted Answer

A) Product Lifecycle Management. 
B) the House of Quality. 
C) the moment of truth. 
D) the assembly drawing. 
E) the product development team. 
A) Product Lifecycle Management. 
B) the House of Quality. 
C) the moment of truth. 
D) the assembly drawing. 
E) the product development team. B

Question 2

Which of the following would likely cause a change in market opportunities based upon levels of income and wealth?

Accepted Answer

A) economic change 
B) sociological and demographic change 
C) technological change 
D) political change 
E) legal change 
A) economic change 
B) sociological and demographic change 
C) technological change 
D) political change 
E) legal change A

Question 3

A company is deciding if it should do design of a product in-house or outsource the design.If outsourced the cost for a low bidder would be $40,000 and the cost for an expensive bidder $100,000.To do the design in-house would require over-time for an already stretched design team with total costs of $70,000.If all three designs (in-house,low bid,high bid)are equal in quality and the likelihood of finding a low bidder is 60% (meaning that 40% of the time the firm will have to hire the expensive bidder),should the company outsource design or do it in-house?

Free

(Essay)

4.9/5

(41)

Question 3

Correct Answer:

Verified

EMV of outsource is .4(100,000)+ .6(40,000)= $64,000
EMV of in-house is $70,000
Thus to minimize costs the firm should outsource the design.

Accepted Answer

EMV of outsource is .4(100,000)+ .6(40,000)= $64,000
EMV of in-house is $70,000
Thus to minimize costs the firm should outsource the design.

Question 4

The four phases of the product life cycle are incubation,introduction,growth,and decline.

Accepted Answer

A) True 
 B)False

Question 5

The ________ is a part of the quality function deployment process that utilizes a planning matrix to relate customer "wants" to "how" the firm is going to meet those "wants."

Accepted Answer

The answer of The ________ is a part of the...

Question 6

Identify the four methods of service design that can reduce costs and enhance the product.

Accepted Answer

Customizing as late in the process as po

Question 7

For a full-time college student,which of the following moments of truth exemplifies the customer's standard expectations?

Accepted Answer

A) Your advisor made you wait,even though you had an appointment. 
B) You had to visit more than once to reach your academic advisor. 
C) Your advisor was competent,helpful,and understanding. 
D) Your advisor failed to keep her appointment with you. 
E) Your advisor offered to work with you after regular work hours. 
A) Your advisor made you wait,even though you had an appointment. 
B) You had to visit more than once to reach your academic advisor. 
C) Your advisor was competent,helpful,and understanding. 
D) Your advisor failed to keep her appointment with you. 
E) Your advisor offered to work with you after regular work hours.

Question 8

How does configuration management manifest itself when you ask for service on your automobile?

Accepted Answer

Configuration management is used by ever

Question 9

Modular design exists only in tangible products;it makes no sense in services.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following statements is not true?

Accepted Answer

A) Virtually all of Honda's sales (autos,motorcycles,generators,lawn mowers)are based on its outstanding engine technology. 
B) Intel focuses on microprocessors. 
C) Michelin focuses on tires. 
D) Firms such as 3M establish goals for profitability from new products. 
E) Dell Computers provides fast delivery to customers,but,in return,customers may only select from a limited choice of hardware configurations. 
A) Virtually all of Honda's sales (autos,motorcycles,generators,lawn mowers)are based on its outstanding engine technology. 
B) Intel focuses on microprocessors. 
C) Michelin focuses on tires. 
D) Firms such as 3M establish goals for profitability from new products. 
E) Dell Computers provides fast delivery to customers,but,in return,customers may only select from a limited choice of hardware configurations.

Question 11

An operations manager's most ethical activity is to enhance productivity while delivering desired goods and services.Unfortunately,this activity is not environmentally sound.

Accepted Answer

A) True 
 B)False

Question 12

What is the objective of the product decision?

Accepted Answer

To develop and implement a pro

Question 13

Which of the following makes products that are less friendly to the environment?

Accepted Answer

A) using less materials 
B) more recycled materials 
C) using less energy 
D) using less harmful ingredients 
E) using more disposable packaging 
A) using less materials 
B) more recycled materials 
C) using less energy 
D) using less harmful ingredients 
E) using more disposable packaging

Question 14

Which of the following scenarios illustrates a moment that meets the customer's expectations?

Accepted Answer

A) a sales clerk that called you by your name on your second visit to the store 
B) an express mail service that guarantees same day delivery 
C) a flight attendant that responds shortly after being called 
D) a professor that contacts people in several companies to find you a job 
E) a sales clerk at the clothing store that asked you to wait for a minute as soon as a wealthy-looking customer entered the store 
A) a sales clerk that called you by your name on your second visit to the store 
B) an express mail service that guarantees same day delivery 
C) a flight attendant that responds shortly after being called 
D) a professor that contacts people in several companies to find you a job 
E) a sales clerk at the clothing store that asked you to wait for a minute as soon as a wealthy-looking customer entered the store

Question 15

The role of decision trees in product design is

Accepted Answer

A) to rank products in descending order of their dollar contribution to the firm. 
B) to better understand the customers' wants. 
C) to calculate the expected value of each course of action. 
D) to calculate the value of quality function deployment. 
E) to calculate the value of the moment of truth. 
A) to rank products in descending order of their dollar contribution to the firm. 
B) to better understand the customers' wants. 
C) to calculate the expected value of each course of action. 
D) to calculate the value of quality function deployment. 
E) to calculate the value of the moment of truth.

Question 16

Identify the steps involved in building the House of Quality.

Accepted Answer

Identify customers' wants,identify produ

Question 17

Group technology requires that

Accepted Answer

A) each component be identified by a coding scheme that specifies the type of processing and the parameters of the processing. 
B) a specific series of engineering drawings be prepared. 
C) all bills of material be prepared using the same format. 
D) engineering change notices be linked to each of the bills of material and engineering notices. 
E) the final products be standardized. 
A) each component be identified by a coding scheme that specifies the type of processing and the parameters of the processing. 
B) a specific series of engineering drawings be prepared. 
C) all bills of material be prepared using the same format. 
D) engineering change notices be linked to each of the bills of material and engineering notices. 
E) the final products be standardized.

Question 18

A product strategy may focus on differentiation,low cost,or rapid response.

Accepted Answer

A) True 
 B)False

Question 19

________ is used to rank a company's products to determine which products represent the best use of the firm's resources,or,perhaps,to determine which products are to be eliminated.

Accepted Answer

A) Value analysis 
B) Value engineering 
C) Financial analysis 
D) Product-by-value analysis 
E) Product cost justification 
A) Value analysis 
B) Value engineering 
C) Financial analysis 
D) Product-by-value analysis 
E) Product cost justification

Question 20

The moment-of-truth is the crucial moment between the service provider and the customer that exemplifies,enhances,or detracts from the customer's expectation.

Accepted Answer

A) True 
 B)False

Exam 5: Design of Goods and Services

A graphic technique for defining the relationship between customer desires and product/service is

Which of the following would likely cause a change in market opportunities based upon levels of income and wealth?

The four phases of the product life cycle are incubation,introduction,growth,and decline.

The ________ is a part of the quality function deployment process that utilizes a planning matrix to relate customer "wants" to "how" the firm is going to meet those "wants."

Identify the four methods of service design that can reduce costs and enhance the product.

For a full-time college student,which of the following moments of truth exemplifies the customer's standard expectations?

How does configuration management manifest itself when you ask for service on your automobile?

Modular design exists only in tangible products;it makes no sense in services.

Which of the following statements is not true?

An operations manager's most ethical activity is to enhance productivity while delivering desired goods and services.Unfortunately,this activity is not environmentally sound.

What is the objective of the product decision?

Which of the following makes products that are less friendly to the environment?

Which of the following scenarios illustrates a moment that meets the customer's expectations?

The role of decision trees in product design is

Identify the steps involved in building the House of Quality.

Group technology requires that

A product strategy may focus on differentiation,low cost,or rapid response.

________ is used to rank a company's products to determine which products represent the best use of the firm's resources,or,perhaps,to determine which products are to be eliminated.

The moment-of-truth is the crucial moment between the service provider and the customer that exemplifies,enhances,or detracts from the customer's expectation.

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Managing Quality

Statistical Process Control

Process Strategy and Sustainability

Capacity and Constraint Management

Location Strategies

Layout Strategies

Human Resources,job Design,and Work Measurement

Supply-Chain Management

Outsourcing As a Supply-Chain Strategy

Inventory Management

Aggregate Planning

Material Requirements Planning Mrpand Erp

Short-Term Scheduling

Jit and Lean Operations

Maintenance and Reliability

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

Filters