Question 1

Product liability means that a manufacturer is liable for any injuries or damages caused by a faulty product because of poor workmanship or design.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is not an advantage of standardization?

Accepted Answer

A)  The opportunity to freeze design at a very early stage.
B)  Fewer parts to deal with in inventory.
C)  Reduced training cost and time.
D)  Purchasing is more routine.
E)  Inventory management is less complex.F) B) and E)
G) B) and D)

Question 3

One step that is not part of service blueprinting is:

Accepted Answer

A)  Eliminate boundaries for the service and decide on the level of interaction needed.
B)  Identify and determine the sequence of customer and service actions and interactions.
C)  Develop time estimates for each phase of the process.
D)  Understand the time variability involved.
E)  Identify potential failure points and develop a plan to minimize them.F) C) and D)
G) A) and C)

Question 4

Excitement characteristics are categories in the _________ model.

Accepted Answer

A)  bipolar
B)  Kano
C)  Pareto
D)  quality
E)  service matrixF) B) and D)
G) A) and C)

Question 5

Availability cannot be increased without improving the time between breakdowns.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following questions is least appropriate during value analysis?

Accepted Answer

A)  How can we reduce the cost of parts?
B)  How can we improve the performance of the product?
C)  How can we incorporate more cultural values in the design of our global system?
D)  Can we find a way to use less energy in the production of our product?
E)  Could a given component in our product be simplified or combined with another?F) A) and B)
G) C) and E)

Question 7

Making plans for how products that have reached the end of their useful lives will be dealt with is the primary subject of:

Accepted Answer

A)  cradle-to-grave assessment.
B)  end-of-life programs.
C)  life-cycle analysis.
D)  three R's programs.
E)  process mapping.F) B) and E)
G) None of the above

Question 8

A service blueprint is quite similar to an architectural drawing.

Accepted Answer

A) True 
 B)False

Question 9

Quality function deployment (QFD)is based on a set of standards which relate customer requirements to company capabilities.

Accepted Answer

A) True 
 B)False

Question 10

Elements of the service process in which there is no contact with the customer are referred to as:

Accepted Answer

A)  robust.
B)  delayed differentiators.
C)  back-of-the-house.
D)  user-friendly.
E)  mission-consistent.F) D) and E)
G) B) and E)

Question 11

Commonality of components is beneficial for manufacturing but not for services.

Accepted Answer

A) True 
 B)False

Question 12

A buyer makes most of their purchasing decisions based on what two considerations?

Accepted Answer

A)  quality and location
B)  warranty and brand
C)  cost and quality
D)  brand and advertising
E)  availability and costF) C) and D)
G) B) and D)

Question 13

The term failure as applied to reliability means that a part or item does not function at all.

Accepted Answer

A) True 
 B)False

Question 14

Reliability refers to the ability of a product to perform its intended function under normal conditions.

Accepted Answer

A) True 
 B)False

Question 15

Which of these pairs of functions would tend to be affected most dramatically by a product or service redesign?

Accepted Answer

A)  Operations and Accounting
B)  Marketing and Operations
C)  Finance and Human Resources
D)  Engineering and Accounting
E)  Finance and EngineeringF) C) and E)
G) B) and D)

Question 16

Waygate's residential Internet modem works well but is sensitive to power-line fluctuations. On average, this product hangs up and needs resetting every 200 hours. On average about 45 minutes is needed to reset this product. What is this product's availability?

Accepted Answer

A)  not in excess of 0.75
B)  in excess of 0.75 but not in excess of 0.8
C)  in excess of 0.8 but not in excess of 0.9
D)  in excess of 0.9 but not in excess of 0.95
E)  in excess of 0.95F) A) and B)
G) B) and D)

Question 17

The probability of a product failing over a period of time is known as what type of curve?

Accepted Answer

A)  bell
B)  S
C)  bathtub
D)  U
E)  circleF) A) and B)
G) A) and C)

Question 18

The demand for a product and the rate of technological change have a significant impact on the length of a given phase of the product life cycle.

Accepted Answer

A) True 
 B)False

Question 19

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 20

Reducing consumer choices makes service more efficient.

Accepted Answer

A) True 
 B)False

Exam 4: Product and Service Design

One step that is not part of service blueprinting is:

Correct AnswerverifiedShow Answer

Availability cannot be increased without improving the time between breakdowns.

Correct AnswerverifiedShow Answer

Reliability refers to the ability of a product to perform its intended function under normal conditions.

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

Commonality of components is beneficial for manufacturing but not for services.

Correct AnswerverifiedShow Answer

Which of the following is not an advantage of standardization?

Correct AnswerverifiedShow Answer

Excitement characteristics are categories in the _________ model.

Correct AnswerverifiedShow Answer

A buyer makes most of their purchasing decisions based on what two considerations?

Correct AnswerverifiedShow Answer

Product liability means that a manufacturer is liable for any injuries or damages caused by a faulty product because of poor workmanship or design.

Correct AnswerverifiedShow Answer

The probability of a product failing over a period of time is known as what type of curve?

Correct AnswerverifiedShow Answer

Which of the following questions is least appropriate during value analysis?

Correct AnswerverifiedShow Answer

Which of these pairs of functions would tend to be affected most dramatically by a product or service redesign?

Correct AnswerverifiedShow Answer

The term failure as applied to reliability means that a part or item does not function at all.

Correct AnswerverifiedShow Answer

A service blueprint is quite similar to an architectural drawing.

Correct AnswerverifiedShow Answer

Making plans for how products that have reached the end of their useful lives will be dealt with is the primary subject of:

Correct AnswerverifiedShow Answer

Waygate's residential Internet modem works well but is sensitive to power-line fluctuations. On average, this product hangs up and needs resetting every 200 hours. On average about 45 minutes is needed to reset this product. What is this product's availability?

Correct AnswerverifiedShow Answer

Elements of the service process in which there is no contact with the customer are referred to as:

Correct AnswerverifiedShow Answer

Quality function deployment (QFD)is based on a set of standards which relate customer requirements to company capabilities.

Correct AnswerverifiedShow Answer

The demand for a product and the rate of technological change have a significant impact on the length of a given phase of the product life cycle.

Correct AnswerverifiedShow Answer

Reducing consumer choices makes service more efficient.

Correct AnswerverifiedShow Answer

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