1.

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 marketing approach A manufacturing approach A quality approach

2. 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 used consistently throughout the construction process Rivets are small and you dont want to lose them Rivets are used one time only in the construction process

3. Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?
A reason for over-production A service defect An unidentifiable waste A new process design flaw

4. 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

5. Permeable systems are characterized by being penetrable by customers via what two forms of
contact?

Internet and mail contact Internet and phone contact Face-to-face and internet contact Phone and face-to-face contact

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6. According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency? Direct Relationship Equal Relationship No Relationship Inverse Relationship

7. Which of the following is a good example of a continuous process layout?

A gas refinery A home construction site A sit-down restaurant An automobile manufacturing plant

8. For which key organizational functions are tasks and responsibilities identified for all the steps of the
generic product development process?

marketing, operations, training, development marketing, design, manufacturing, other strengths, weaknesses, opportunities, threats operations, quality, personnel, finance

9. What is a company trying to optimize in the most common approach to developing a workcenter
layout? Work shift hours Amount of required staff Number of defects Movement of material

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?

An inspection by the person returning the car before the car is seen by the customer.

Letting the customer make this determination Leaving the plastic on the seat when returning the car to the customer. Leaving it up to the service tech who took care of the repair to determine if the car is clean

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11. Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?

Poor customer service Customer-facing employees who only talk to rich customers A self-service approach to customer service The personal attention they provide their customers

12. 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 The customer is always right in this type of system. It gives the customer more opportunity to steal from a company

13. Why would a company want to supply a product to preferred customers during product ramp-up?
Identify any remaining flaws Help develop a marketing plan Test the shipping process Get choice shelf positioning

14. Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development
process? This phase happens before the project is approved. This phase is not necessary. This phase requires $0 to complete. This phase is not completed until after the project has been funded.

15. What happens to production efficiency as the customer exerts more influence on the system?

Production efficiency is increased There is no effect on production efficiency Production efficiency is eliminated Production efficiency is decreased