Chapter 4 Product and Service Design, Operations Management 12e, Stevenson – Flashcards
Unlock all answers in this set
Unlock answersquestion
Global teams provide diversity while eliminating conflicts and miscommunication.
answer
FALSE
Using globally diverse design teams increases the risks of conflicts and miscommunication
question
Concurrent engineering is another term for sequential development.
answer
FALSE
Concurrent engineering involves simultaneous product and production development.
question
Standardization refers to the extent to which there is absence of variety in a product, service, or process.
answer
FALSE
Standardization reduces the variety of products.
question
Which of the following is not one of the 3 Rs?
A. reuse
B. reduce
C. reposition
D. recycle
answer
C. reposition
question
Which of the following questions is least appropriate during value analysis?
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?
answer
C. How can we incorporate more cultural values in the design of our global system?
In value analysis an attempt is made to reduce the cost and/or improve the performance of the product.
question
Which of these pairs of functions would tend to be affected most dramatically by a product or service redesign?
A. Operations and Accounting
B. Marketing and Operations
C. Finance and Human Resources
D. Engineering and Accounting
E. Finance and Engineering
answer
B. Marketing and Operations
Product and service design involves or affects nearly every functional area of an organization. However, marketing and operations have major involvement.
question
Incorporating design for disassembly principles in product design helps firms with ___________ design issues.
A. legal
B. social
C. reuse
D. reverse engineering
E. reengineering
answer
C. reuse
Refurbished products must first be disassembled.
question
Designing for recycling helps facilitate:
A. reduced legal liability.
B. compliance with regulatory environments.
C. increased product reliability.
D. reduced standardization costs.
E. better customer service.
answer
B. compliance with regulatory environments.
Regulatory environments are increasingly focused on encouraging recycling.
question
One way to increase reliability is to:
A. improve component design.
B. increase the number of service stations.
C. increase mean repair time.
D. increase the number of dependent components.
E. reduce production capacity.
answer
A. improve component design.
question
One way to increase reliability is to:
A. eliminate backup components.
B. improve preventive maintenance procedures.
C. increase mean repair time.
D. increase the number of independent components.
E. use a global supply chain.
answer
B. improve preventive maintenance procedures.
Preventive maintenance leads to longer intervals between breakdowns.
question
Which of the following is not a reason for redesigning a product or service?
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
answer
B. to increase the level of employee satisfaction
A product or service redesign does not necessarily involve improving employee satisfaction.
question
A disadvantage of global teams for product design is that:
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.
answer
D. ease of face-to-face meetings is absent since members are located everywhere.
If face-to-face interaction is required, global design teams might not be a viable option.
question
Mobile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communications devices, but in the eyes of some customers these new features make the phones less desirable. This is an example of:
A. robust design.
B. creeping featurism.
C. sustainable design.
D. quality function deployment.
E. component commonality.
answer
B. creeping featurism.
Customer satisfaction isn't strictly dependent on the number of features a product offers.
question
One step that is not part of service blueprinting is:
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.
answer
A. Eliminate boundaries for the service and decide on the level of interaction needed.
Defining boundaries is a critical part of service blueprinting.
question
The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications is:
A. basic research.
B. applied research.
C. development.
D. redesign.
E. commercial research.
answer
C. development.
Development is the conversion of applied research into useful commercial applications.
question
Which of the following is not an advantage of standardization?
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.
answer
A. The opportunity to freeze design at a very early stage.
question
Products or services with a high degree of similarity of features and components are called:
A. generic.
B. copy-cat.
C. rip-offs.
D. product families.
E. product/service matrix.
answer
D. product families.
question
One possible disadvantage of modular design is that:
A. replacement and repair are more difficult.
B. failure diagnosis is more complex.
C. the number of configurations of modules decreases.
D. individual parts lose their identities.
E. inventory problems arise.
answer
C. the number of configurations of modules decreases.
Modular designs do have the effect of reducing variety.
question
In the area of product and service design, the acronym CAD refers to:
A. conceptually appropriate design.
B. computer-aided design.
C. commercial applications design.
D. competitive advantage design.
E. completely automated design.
answer
B. computer-aided design.
question
Which of the following statements about CAD is not true?
A. It increases the productivity of designers.
B. It uses computer graphics.
C. It requires a good database.
D. Some systems permit engineering or cost analysis of proposed designs.
E. It is used successfully by all manufacturing companies.
answer
E. It is used successfully by all manufacturing companies.
Not all manufacturers use CAD.
question
Which one of the following is not a factor of successful product and service design?
A. Be aware of what the competitors are doing.
B. Be aware of what customers want.
C. Know what government regulations are.
D. Use computerized design techniques.
E. Know what new technologies are available.
answer
D. Use computerized design techniques.
Computerized design techniques don't necessarily lead to successful product and service design.
question
A software company is weighing whether to release a new version of its software. The company can go ahead and release the version now and correct flaws with subsequent patches or upgrades, or it can wait until the new version is reasonably bug-free. This is an example of:
A. life cycle analysis.
B. value analysis.
C. vaporware.
D. concurrent engineering.
E. design for production.
answer
C. vaporware.
question
The assessment of the environmental impact of a product or service throughout its useful life is called:
A. flow diagramming.
B. service blueprinting.
C. quality function deployment.
D. process mapping.
E. life cycle analysis.
answer
E. life cycle analysis.
Life cycle analysis is also known as cradle-to-grave assessment.
question
The term "degrees of newness" is associated with:
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.
answer
D. degree of design change.
Superficial design changes are low in "degrees of newness."
question
The term "standardization" is closely associated with:
A. customization.
B. high cost.
C. longer lead times.
D. variety.
E. interchangeability.
answer
E. interchangeability.
Modular designs depend on standardized parts that are interchangeable.
question
Service design generally differs from product design in which of the following ways?
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.
answer
B. There is less latitude in detecting and correcting errors prior to delivery.
Often service design flaws are not discovered until some customers have been served.
question
The structural approach for integrating customer requirements into every aspect of product development is known as:
A. total quality management.
B. customer satisfaction.
C. quality function deployment.
D. customer integration.
E. a product development team.
answer
C. quality function deployment.
Quality function deployment brings the voice of the customer into the product development process.
question
Making plans for how products that have reached the end of their useful lives will be dealt with is the primary subject of:
A. cradle-to-grave assessment.
B. end-of-life programs.
C. life-cycle analysis.
D. three R's programs.
E. process mapping.
answer
B. end-of-life programs.
question
One of these is not a characteristic of a well-designed service system:
A. user friendly
B. robust
C. distributed computer networks
D. cost effective
E. easy to sustain
answer
C. distributed computer networks
Well-designed service systems tend to be user friendly, robust, cost-effective, and easy to sustain.
question
A formal way to document customer requirements is:
A. consumer surveys.
B. quality function deployment.
C. focus groups.
D. the Delphi technique.
E. a sales/marketing matrix.
answer
B. quality function deployment.
question
Which of the following is not true about remanufacturing?
A. Remanufactured products can be sold at lower cost.
B. The process requires mostly unskilled and semiskilled workers.
C. There is less depletion of natural resources.
D. It produces high-quality products easily.
E. Remanufacturing is mainly carried out by small and mid-sized companies.
answer
D. It produces high-quality products easily.
question
Which of the following is not one of the phases of product design and development?
A. Specify product specifications.
B. Conduct market test.
C. Specify process specifications.
D. Conduct design review.
E. Perform applied research.
answer
E. Perform applied research.
Product design and development begins after applied research has been done.
question
Elements of the service process in which there is little to no contact with the customer are referred to as:
A. robust.
B. delayed differentiators.
C. back-of-the-house.
D. user-friendly.
E. mission-consistent.
answer
C. back-of-the-house.
Those elements involving substantial contact with the customer are referred to as "front-of-the-house" operations.
