1
Why would a company want to supply a product to preferred customers during product ramp-up?
o
Get choice shelf positioning
o
Test the shipping process
o
Identify any remaining flaws
o
Help develop a marketing plan
• 2
According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency?
o
Inverse Relationship
o
No Relationship
o
Equal Relationship
o
Direct Relationship
• 3
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?
o
Leaving the plastic on the seat when returning the car to the customer.
o
Leaving it up to the service tech who took care of the repair to determine if the car is clean
o
Letting the customer make this determination
o
An inspection by the person returning the car before the car is seen by the customer.
• 4
Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process?
o
This phase happens before the project is approved.
o
This phase is not necessary.
o
This phase is not completed until after the project has been funded.
o
This phase requires $0 to complete.
• 5
Some may argue that the production-line approach may not treat the process as a service process, but as what type of process?
o
A quality approach
o
An operational approach
o
A marketing approach
o
A manufacturing approach
• 6
What happens to production efficiency as the customer exerts more influence on the system?
o
There is no effect on production efficiency
o
Production efficiency is eliminated
o
Production efficiency is decreased
o
Production efficiency is increased
• 7
What is a company trying to optimize in the most common approach to developing a workcenter layout?
o
Work shift hours
o
Number of defects
o
Amount of required staff
o
Movement of material
• 8
Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?
o
An unidentifiable waste
o
A reason for over-production
o
A service defect
o
A new process design flaw
• 9
Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage?
o
Rivets are small and you don’t want to lose them
o
Rivets are used consistently throughout the construction process
o
Rivets are used one time only in the construction process
o
Rivets should actually be placed farthest away from the fuselage.
• 10
Why do many customers like the self-service approach to service design?
o
It provides the customer with the greatest amount of personal service.
o
The customer is always right in this type of system.
o
It puts the customer in control
o
It gives the customer more opportunity to steal from a company
• 11
For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?
o
strengths, weaknesses, opportunities, threats
o
operations, quality, personnel, finance
o
marketing, design, manufacturing, other
o
marketing, operations, training, development
• 12
A service process design flowchart is referred to as a service blueprint to emphasize what?
o
The impact of customer service
o
The impact of blueprints
o
The importance of process design
o
The importance of system engineering
• 13
Permeable systems are characterized by being penetrable by customers via what two forms of contact?
o
Internet and phone contact
o
Internet and mail contact
o
Phone and face-to-face contact
o
Face-to-face and internet contact
• 14
Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?
o
Customer-facing employees who only talk to rich customers
o
The personal attention they provide their customers
o
A self-service approach to customer service
o
Poor customer service
• 15
Which of the following is a good example of a continuous process layout?
o
A sit-down restaurant
o
An automobile manufacturing plant
o
A home construction site
o
A gas refinery
USA 
India