Question OPS/571 Week 1 Quiz(15/15 correct) 1Why would a company want to supply a product to preferred customers during product ramp-up? Help develop a marketing plan Test the shipping process Identify any remaining flaws Get choice shelf positioning 2What is a company trying to optimize in the most common approach to developing a workcenter layout? Number of defects Amount of required staff Work shift hours Movement of material 3 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 small and you don?t want to lose them Rivets are used one time only in the construction process Rivets are used consistently throughout the construction process 4Some 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 5Which of the following is a good example of a continuous process layout? A sit-down restaurant A gas refinery A home construction site An automobile manufacturing plant 6Even though they use different models both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what? The personal attention they provide their customers Customer-facing employees who only talk to rich customers A self-service approach to customer service Poor customer service 7For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process? marketing design manufacturing other marketing operations training development strengths weaknesses opportunities threats operations quality personnel finance 8Why is the planningphase often referred to as Phase 0 (Zero) of the generic product development process? This phase requires $0 to complete. This phase is not necessary. This phase happens before the project is approved. This phase is not completed until after the project has been funded. 9What happens to production efficiency as the customer exerts more influence on the system? Production efficiency is decreased Production efficiency is increased There is no effect on production efficiency Production efficiency is eliminated 10Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what? A service defect A reason for over-production An unidentifiable waste A new process design flaw 11If 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? Leaving the plastic on the seat when returning the car to the customer. Letting the customer make this determination Leaving it up to the service tech who took care of the repair to determine if the car is clean An inspection by the person returning the car before the car is seen by the customer. 12Why do many customers like the self-service approach to service design? The customer is always right in this type of system. It gives the customer more opportunity to steal from a company It puts the customer in control It provides the customer with the greatest amount of personal service. 13Permeable systems are characterized by being penetrable by customers via what two forms of contact? Face-to-face and internet contact Internet and mail contact Internet and phone contact Phone and face-to-face contact 14A service process design flowchart is referred to as a service blueprintto emphasize what? The impact of blueprints The impact of customer service The importance of system engineering The importance of process design 15 According to the Service-System Design Matrix sales opportunity has what sort of relationship to production efficiency? Equal Relationship Inverse Relationship No Relationship Direct Relationship
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