Question 1

Reducing consumer choices makes service more efficient.

Accepted Answer

A) True 
 B)False

Question 2

The term 'degrees of newness' is associated with:

Accepted Answer

A)  average age of employees
B)  average length of time on the job
C)  total years of business experience
D)  degree of design change
E)  average age of the capital equipment

Question 3

In services, flowcharts are useful for _______________.

Accepted Answer

A)  translating basic research into applied research
B)  identifying and determining the sequence of customer and service actions and interactions
C)  developing time estimates for each phase of the service process
D)  evaluating ways of standardizing service elements with component commonality
E)  estimating customer satisfaction with the service process

Question 4

One possible disadvantage of modular design is that:

Accepted Answer

A)  replacement and repair is more difficult
B)  failure diagnosis is more complex
C)  number of configurations of modules decreases
D)  individual parts lose their identities
E)  inventory problems arise

Question 5

Which of the following is not a reason for redesigning a product or service?

Accepted Answer

A)  to reduce labor or material cost
B)  to increase the level of employee satisfaction
C)  to increase the level of customer satisfaction
D)  to attract and increase customer demand
E)  to increase quality

Question 6

A 'House of Quality' is achieved when no department in a single location has more than 15% rejects.

Accepted Answer

A) True 
 B)False

Question 7

A disadvantage of global teams for product design is that:

Accepted Answer

A)  Customers may have different needs in different countries
B)  The product designed may have increased marketability and utility
C)  The diversity of an international team may be a detriment
D)  Ease of face to face meetings is absent since members are located everywhere
E)  Technology allows constant contact with team members

Question 8

"Must have", "expected" and "excitement" characteristics are categories in the ____ model.

Accepted Answer

A)  Bi-polar
B)  Kano
C)  Pareto
D)  Quality
E)  Service Matrix

Question 9

Products or services with a high degree of similarity of features and components are called:

Accepted Answer

A)  generic
B)  copy-cat
C)  rip-offs
D)  product families
E)  product/service matrix

Question 10

The term 'standardization' is closely associated with:

Accepted Answer

A)  customization
B)  high cost
C)  longer lead times
D)  variety
E)  interchangeability

Question 11

A formal way to document customer requirements is:

Accepted Answer

A)  consumer surveys
B)  quality function deployment (QF
D)  
C)  focus groups
D)  Delphi technique
E)  sales/marketing matrix

Question 12

Robust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions.

Accepted Answer

A) True 
 B)False

Question 13

Incorporating design for disassembly (DFD)  principles in product design helps firms with ___________ design issues.

Accepted Answer

A)  Legal
B)  Social
C)  Re-use
D)  Reverse engineering
E)  Re-engineering

Question 14

The structural approach for integrating customer requirements into every aspect of product development is known as:

Accepted Answer

A)  total quality management
B)  customer satisfaction
C)  quality function deployment
D)  customer integration
E)  a product development team

Question 15

The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications is:

Accepted Answer

A)  basic research
B)  applied research
C)  development
D)  redesign
E)  commercial research

Question 16

The advantages of standardization include which of the following? (I.)  The opportunity to freeze design at a very early stage
(II) )  Fewer parts to deal with in inventory
(III.)  Reduced training cost and time
(IV) )  Purchasing is more routine

Accepted Answer

A)  I, II
B)  I, IV
C)  I, II, III
D)  II, III, IV
E)  I, II, III, IV

Question 17

Service design generally differs from product design in which of the following ways?

Accepted Answer

A)  Service design tends to focus on tangible factors.
B)  There is less latitude in detecting and correcting errors prior to delivery.
C)  There is a lesser requirement to be aware of competitors' offerings.
D)  There is less visibility to customers.
E)  There is no difference.

Question 18

One approach to extending a product's life cycle is to promote alternate uses of the product.

Accepted Answer

A) True 
 B)False

Question 19

Product failures can be easier to remedy with modular design.

Accepted Answer

A) True 
 B)False

Question 20

Standardization can at times lead to serious difficulties and competitive struggles, particularly when systems are running under different conditions.

Accepted Answer

A) True 
 B)False

Exam 4: Product and Service Design

A formal way to document customer requirements is:

Correct AnswerverifiedShow Answer

In services, flowcharts are useful for _______________.

Correct AnswerverifiedShow Answer

Standardization can at times lead to serious difficulties and competitive struggles, particularly when systems are running under different conditions.

Correct AnswerverifiedShow Answer

Reducing consumer choices makes service more efficient.

Correct AnswerverifiedShow Answer

The structural approach for integrating customer requirements into every aspect of product development is known as:

Correct AnswerverifiedShow Answer

One possible disadvantage of modular design is that:

Correct AnswerverifiedShow Answer

Products or services with a high degree of similarity of features and components are called:

Correct AnswerverifiedShow Answer

A disadvantage of global teams for product design is that:

Correct AnswerverifiedShow Answer

Robust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions.

Correct AnswerverifiedShow Answer

The advantages of standardization include which of the following? (I.) The opportunity to freeze design at a very early stage (II) ) Fewer parts to deal with in inventory (III.) Reduced training cost and time (IV) ) Purchasing is more routine

Correct AnswerverifiedShow Answer

The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications is:

Correct AnswerverifiedShow Answer

"Must have", "expected" and "excitement" characteristics are categories in the ____ model.

Correct AnswerverifiedShow Answer

A 'House of Quality' is achieved when no department in a single location has more than 15% rejects.

Correct AnswerverifiedShow Answer

Product failures can be easier to remedy with modular design.

Correct AnswerverifiedShow Answer

Which of the following is not a reason for redesigning a product or service?

Correct AnswerverifiedShow Answer

Incorporating design for disassembly (DFD) principles in product design helps firms with ___________ design issues.

Correct AnswerverifiedShow Answer

The term 'standardization' is closely associated with:

Correct AnswerverifiedShow Answer

The term 'degrees of newness' is associated with:

Correct AnswerverifiedShow Answer

Service design generally differs from product design in which of the following ways?

Correct AnswerverifiedShow Answer

One approach to extending a product's life cycle is to promote alternate uses of the product.

Correct AnswerverifiedShow Answer

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