1) Why would
a company want to supply a product to preferred customers during product
ramp-up?
Help develop a
marketing planTest
the shipping processIdentify any
remaining flawsGet choice shelf
positioning
2) What is a
company trying to optimize in the most common approach to developing a
workcenter layout?
Number
of defectsAmount of required
staffWork shift hoursMovement 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 dont want to lose themRivets are used one
time only in the construction processRivets 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
approachA
marketing approachA manufacturing
approachA quality
approach
5Which of
the following is a good example of a continuous process layout?
A sit-down restaurantA
gas refineryA home construction
siteAn 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 customersCustomer-facing
employees who only talk to rich customersA self-service
approach to customer servicePoor 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, othermarketing,
operations, training, developmentstrengths,
weaknesses, opportunities, threatsoperations,
quality, personnel, finance
8)Why is
the planningphase
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 decreasedProduction efficiency
is increasedThere is no effect on
production efficiencyProduction
efficiency is eliminated
10)Poka-yoke
is a Japanese term for a procedure that blocks an inevitable mistake from
becoming what?
A service defectA
reason for over-productionAn unidentifiable
wasteA 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 determinationLeaving it up to the
service tech who took care of the repair to determine if the car is cleanAn 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 companyIt puts the customer
in controlIt 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 contactInternet and mail
contactInternet and phone
contactPhone and
face-to-face contact
14)A service
process design flowchart is referred to as a service
blueprintto emphasize what?
The impact of
blueprintsThe
impact of customer serviceThe importance of
system engineeringThe importance
of process design
15)
According to the Service-System Design Matrix, sales opportunity has what sort
of relationship to production efficiency?
Equal RelationshipInverse
RelationshipNo RelationshipDirect Relationship1) Why would
a company want to supply a product to preferred customers during product
ramp-up?2) What is a
company trying to optimize in the most common approach to developing a
workcenter layout?3) Using a
project layout for building an aircraft, why would you want to place rivets
close to or even in the fuselage?4)Some may
argue that the production-line approach may not treat the process as a service
process, but as what type of process?5Which of
the following is a good example of a continuous process layout?6)Even
though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom
Department Stores are known for what?7)For which
key organizational functions are tasks and responsibilities identified for all
the steps of the generic product development process?8)Why is
the planningphase
often referred to as Phase 0 (Zero) of the generic product development process?9)What
happens to production efficiency as the customer exerts more influence on the
system?10)Poka-yoke
is a Japanese term for a procedure that blocks an inevitable mistake from
becoming what?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?12)Why do
many customers like the self-service approach to service design?13)Permeable
systems are characterized by being penetrable by customers via what two forms
of contact?14)A service
process design flowchart is referred to as a service
blueprintto emphasize what?15)
According to the Service-System Design Matrix, sales opportunity has what sort
of relationship to production efficiency?
