BUS 430 WEEK 5 QUIZ 4
BUS 430
Week 5 Quiz 4
TRUE/FALSE
1. The decision of what goods and services to offer and
how to position them in the marketplace is mainly an operational decision.
2. In general, the designs of
both goods and services follow a similar path. The critical differences lie in
the detailed product and process design phases.
3. The design of a customer
benefit package (CBP) focuses on the operational choices that the firm must
make in order to provide the CBP.
4. The design of a service
cannot be done independently from the process by which the service is
delivered.
5. The process by which the
service is created and delivered is, in essence, the service itself..
6. The design of a
manufactured good focuses primarily on its physical characteristics.
7. Japan's Genichi Taguchi
argued that any variation within the specification limits is equally good in
terms of quality and long-run cost.
8. Suppose that a
manufacturing specification of a dimension is 1.0 ± 0.05. The permissible range
of variation from 0.95 to 1.05 is called the tolerance.
9. The "goal post
model" of conforming to specifications by specifying a nominal dimension
and a tolerance is the basis for calculating the Taguchi loss function.
10. In the Taguchi loss function, as
one deviates further from the target value, the loss increases in a linear
fashion.
11. Reliability is formally
expressed as a probability between 0 and 1.
12. Reliability does not apply to services processes.
13. Redundancy is the use of backup
components in a design.
14. A parallel system has no redundancy.
15. To find the reliability of a
complex system, one must first convert the parallel components into equivalent
series components in order to compute the reliability of the entire system.
16. Quality function deployment is
focused primarily on developing a viable quality control plan.
17. Customer requirements that are
expressed in the customer's own language is called the "voice of the
customer."
18. The roof of the house of quality
shows the relationship matrix between customer requirements and the technical
features.
19. Prototype testing is an
important step in the initial choice of a customer benefit package.
20. Service design must be addressed
from two perspectives – the service delivery system and the service encounter.
21. The House of Quality shows the
interrelationships between any pair of technical features.
22. Failure mode and effects
analysis provides a basis for improving designs.
23. Product simplicity encourages
the use of standard parts and components.
24. Design for Environment (DfE) is
the explicit consideration of environmental concerns during the design of goods
and services and processes, and include such practices as designing for
recycling and disassembly.
25. In designing a service delivery
system, good job and process design can usually overcome a poor location.
26. The servicescape refers to the
place where a service is located.
27. A kiosk at an airport that
allows passengers to check their baggage would be an example of a lean servicescape
environment.
28. Estate planning is an example of
a low-contact system.
29. A service encounter design
focuses on the interaction, directly and indirectly, between the service
provider(s) and the customer.
30. A check processing operation
would be an example of a low-contact system.
31. Customer contact requirements
are either technical or behavioral in nature.
32. Ensuring that hotel staff at the
front desk address a guest by name is an example of a servicescape requirement.
33. Service recovery is the process
of correcting a service upset and satisfying the customer.
34. Service guarantees provide a
reward or compensation as a response to a service upset and are offered to customers
after a service upset has occurred.
35. The customer benefit package at
LensCrafters is weighted more toward the primary good, which is eyewear.
MULTIPLE CHOICE
1. Which of the following is not a principal dimension of a servicescape?
2. A bank provides four
sequential services to its customers. Over the last quarter, the reliability of
each of these services was 92%, 97%, 95% and 90%. What is their overall
reliability?
3. A system design consisting
of several parallel components that function independently of each other and
where the system fails only if all the parallel components fail is an example
of
4. The text presents an
integrative case study of LensCrafters. Which statement is correct?
.........
SHORT ANSWER
PROBLEM
TRUE/FALSE
1. A bottleneck is the work activity that effectively
limits throughput of a process.
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