1 Which of the following is a good example of a continuous process layout?
An automobile manufacturing plant
A gas refinery
A sit-down restaurant
A home construction site
2 Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?
Poor customer service
A self-service approach to customer service
The personal attention they provide their customers
Customer-facing employees who only talk to rich customers
3 Why do many customers like the self-service approach to service design?
It provides the customer with the greatest amount of personal service.
It puts the customer in control
It gives the customer more opportunity to steal from a company
The customer is always right in this type of system.
4 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 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
5 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
Get choice shelf positioning
Identify any remaining flaws
6 For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?
operations, quality, personnel, finance
marketing, design, manufacturing, other
marketing, operations, training, development
strengths, weaknesses, opportunities, threats
7 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 manufacturing approach
A marketing approach
A quality approach
8 Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?
A reason for over-production
An unidentifiable waste
A new process design flaw
A service defect
9 What is a company trying to optimize in the most common approach to developing a workcenter layout?
Movement of material
Number of defects
Work shift hours
Amount of required staff
10 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
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
11 What happens to production efficiency as the customer exerts more influence on the system?
Production efficiency is increased
Production efficiency is decreased
Production efficiency is eliminated
There is no effect on production efficiency
12 According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency?
Equal Relationship
No Relationship
Inverse Relationship
Direct Relationship
13 A service process design flowchart is referred to as a service blueprint to emphasize what?
The importance of system engineering
The importance of process design
The impact of customer service
The impact of blueprints
14 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
15 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 completed until after the project has been funded.
This phase is not necessary.
This phase happens before the project is approved