1. For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?
marketing, design, manufacturing, other
marketing, operations, training, development
strengths, weaknesses, opportunities, threats
operations, quality, personnel, finance
2.What is a company trying to optimize in the most common approach to developing a work center layout?
Work shift hours
Amount of required staff
Number of defects
Movement of material
3. Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?
A reason for over-production
A new process design flaw
An unidentifiable waste
A service defect
4. Permeable systems are characterized by being penetrable by customers via what two forms of contact?
Face-to-face and internet contact
Internet and mail contact
Phone and face-to-face contact
Internet and phone contact
5.Some may argue that the production-line approach may not treat the process as a service process, but as what type of process?
A manufacturing approach
A marketing approach
An operational approach
A quality approach
6. What happens to production efficiency as the customer exerts more influence on the system?
Production efficiency is increased
Production efficiency is eliminated
There is no effect on production efficiency
Production efficiency is decreased
7. According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency?
8. Why do many customers like the self-service approach to service design?
The customer is always right in this type of system.
It provides the customer with the greatest amount of personal service.
It gives the customer more opportunity to steal from a company
It puts the customer in control
9. Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process?
This phase happens before the project is approved.
This phase is not necessary.
This phase requires $0 to complete.
This phase is not completed until after the project has been funded.
10. Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?
Customer-facing employees who only talk to rich customers
Poor customer service
The personal attention they provide their customers
A self-service approach to customer service
11. A service process design flowchart is referred to as a service blueprint to emphasize what?
The importance of process design
The importance of system engineering
The impact of blueprints
The impact of customer service
12. Why would a company want to supply a product to preferred customers during product ramp-up?
Test the shipping process
Identify any remaining flaws
Get choice shelf positioning
Help develop a marketing plan
13. Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage?
Rivets are used consistently throughout the construction process
Rivets are small and you don’t want to lose them
Rivets should actually be placed farthest away from the fuselage.
Rivets are used one time only in the construction process
14. Which of the following is a good example of a continuous process layout?
A gas refinery
A home construction site
A sit-down restaurant
An automobile manufacturing plant
15. If an automotive service center has an issue with a car not being clean when returned to a customer, the poka-yoke corrective action might include what?
Letting the customer make this determination
An inspection by the person returning the car before the car is seen by the customer.
Leaving it up to the service tech who took care of the repair to determine if the car is clean
Leaving the plastic on the seat when returning the car to the customer.