Reference no: EM13806840

1. Why would a company want to supply a product to preferred customers during product ramp-up?

• Help develop a marketing plan
• Test the shipping process
• Identify any remaining flaws
• Get choice shelf positioning

2. What is a company trying to optimize in the most common approach to developing a workcenter layout?

• Number of defects
• Amount of required staff
• Work shift hours
• Movement of material

3. Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage?

• Rivets should actually be placed farthest away from the fuselage.
• Rivets are small and you don't want to lose them
• Rivets are used one time only in the construction process
• Rivets are used consistently throughout the construction process

4. Some may argue that the production-line approach may not treat the process as a service process, but as what type of process?

• An operational approach
• A marketing approach
• A manufacturing approach
• A quality approach

5. Which of the following is a good example of a continuous process layout?

• A sit-down restaurant
• A gas refinery
• A home construction site
• An automobile manufacturing plant

6. Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?

• The personal attention they provide their customers
• Customer-facing employees who only talk to rich customers
• A self-service approach to customer service
• Poor customer service

7. 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

8. Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process?

• This phase requires $0 to complete.
• This phase is not necessary.
• This phase happens before the project is approved.
• This phase is not completed until after the project has been funded.

9. What happens to production efficiency as the customer exerts more influence on the system?

• Production efficiency is decreased
• Production efficiency is increased
• There is no effect on production efficiency
• Production efficiency is eliminated

10. Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?

• A service defect
• A reason for over-production
• An unidentifiable waste
• A new process design flaw

11. 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?

• Leaving the plastic on the seat when returning the car to the customer.
• Letting the customer make this determination
• Leaving it up to the service tech who took care of the repair to determine if the car is clean
• An inspection by the person returning the car before the car is seen by the customer.

12. Why do many customers like the self-service approach to service design?

• The customer is always right in this type of system.
• It gives the customer more opportunity to steal from a company
• It puts the customer in control
• It provides the customer with the greatest amount of personal service.

13. 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
• Internet and phone contact
• Phone and face-to-face contact

14. A service process design flowchart is referred to as a service blueprint to emphasize what?

• The impact of blueprints
• The impact of customer service
• The importance of system engineering
• The importance of process design

15. According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency?

• Equal Relationship
• Inverse Relationship
• No Relationship
• Direct Relationship