Question 1

An Energy Star dishwasher results in increased release of carbon dioxide to the air.

Accepted Answer

A) True 
 B)False

Question 2

A critical part has a manufacturing specification (in cm) of 0.325 ± 0.010. Based on this information, if this measurement is larger than 0.335 or smaller than 0.315, the product fails at a cost of $120. Determine the Taguchi loss function in the given scenario.

Accepted Answer

A)  L(x) = 1,200,000 (x - 0.335) 2 
B)  L(x) = 1,200,000 (x - 0.325) 2 
C)  L(x) = 1,200 (x - 0.315) 2 
D)  L(x) = 1,200 (x - 0.010) 2 
A)  L(x) = 1,200,000 (x - 0.335) 2 
B)  L(x) = 1,200,000 (x - 0.325) 2 
C)  L(x) = 1,200 (x - 0.315) 2 
D)  L(x) = 1,200 (x - 0.010) 2

Question 3

The bottom of a House of Quality identifies the technical features that:

Accepted Answer

A)  are interrelated to each other. 
B)  have the highest competitive performance. 
C)  are the weakest selling points. 
D)  have the strongest relationships to customer requirements. 
A)  are interrelated to each other. 
B)  have the highest competitive performance. 
C)  are the weakest selling points. 
D)  have the strongest relationships to customer requirements.

Question 4

Prior to designing and configuring a customer benefit package, a firm should understand and develop its:

Accepted Answer

A)  goods, services, and process design in detail. 
B)  processes and service encounter design. 
C)  strategic mission and competitive priorities. 
D)  marketplace deployment techniques. 
A)  goods, services, and process design in detail. 
B)  processes and service encounter design. 
C)  strategic mission and competitive priorities. 
D)  marketplace deployment techniques.

Question 5

The specifications for a refrigerator part (in cm) are 5.00 ± 0.10, and the Taguchi loss function is estimated to be L(x) = 5,500 (x - T) 2. Determine the estimated loss per part if the quality characteristic (i.e., actual process performance) under study takes on a value of 4.91 cm.

Accepted Answer

A)  More than $30 but less than or equal to $50 
B)  More than $50 but less than or equal to $70 
C)  More than $70 but less than or equal to $90 
D)  More than $90 
A)  More than $30 but less than or equal to $50 
B)  More than $50 but less than or equal to $70 
C)  More than $70 but less than or equal to $90 
D)  More than $90

Question 6

In the context of quality function deployment, one of the first steps to build the House of Quality is to:

Accepted Answer

A)  advertise, market, and offer the product to customers. 
B)  evaluate the marketplace. 
C)  identify the technical features of the design of the product. 
D)  conduct prototype testing. 
A)  advertise, market, and offer the product to customers. 
B)  evaluate the marketplace. 
C)  identify the technical features of the design of the product. 
D)  conduct prototype testing.

Question 7

Linda is the owner of Souvenirstop, a chain of souvenir shops. One of the shops is located at the City Centre Mall. Though the shop is popular, she does not get many tourists in the City Centre Mall branch. She is considering opening another store near a popular tourist attraction to attract more tourists to her shop. Which of the following elements of service-delivery system design is Linda addressing

Accepted Answer

A)  The servicescape 
B)  Service process design 
C)  Facility location and layout 
D)  The voice of the customer 
A)  The servicescape 
B)  Service process design 
C)  Facility location and layout 
D)  The voice of the customer

Question 8

__________should begin immediately after a service upset occurs and when the customer is visibly upset.

Accepted Answer

A)  Service guarantee 
B)  Servicescape design 
C)  Service recovery 
D)  Service process design 
A)  Service guarantee 
B)  Servicescape design 
C)  Service recovery 
D)  Service process design

Question 9

A quality characteristic has a specification (in cm) of 0.40 ± 0.03. If the value of the quality characteristic exceeds 0.40 by the tolerance of 0.030 on either side, the product will require a $180.00 repair. In the given scenario, the Taguchi loss function is correctly represented by which of the following equations ?

Accepted Answer

A)  L(x) = 200 (x - 0.03) 2 
B)  L(x) = 2,000 (x - 0.43) 2 
C)  L(x) = 200,00 (x - 0.37) 2 
D)  L(x) = 200,000 (x - 0.40) 2 
A)  L(x) = 200 (x - 0.03) 2 
B)  L(x) = 2,000 (x - 0.43) 2 
C)  L(x) = 200,00 (x - 0.37) 2 
D)  L(x) = 200,000 (x - 0.40) 2

Question 10

Which of the following is true of the House of Quality

Accepted Answer

A)  It contains supplier estimations. 
B)  It fails to incorporate customer requirements. 
C)  It contains key selling points and features. 
D)  It does not incorporate competitive evaluations. 
A)  It contains supplier estimations. 
B)  It fails to incorporate customer requirements. 
C)  It contains key selling points and features. 
D)  It does not incorporate competitive evaluations.

Question 11

In the context of service-delivery system design, which of the following establishments depends on good location decisions

Accepted Answer

A)  A health club 
B)  An ice-cream factory 
C)  An insurance claim processing center 
D)  A distribution center 
A)  A health club 
B)  An ice-cream factory 
C)  An insurance claim processing center 
D)  A distribution center

Question 12

Which of the following is true of Energy Star-certified products

Accepted Answer

A)  They cannot be salvaged for reuse. 
B)  They exert less demand on electrical power plants. 
C)  They have a higher carbon footprint in the environment. 
D)  They cannot be repaired easily since they use advanced technology. 
A)  They cannot be salvaged for reuse. 
B)  They exert less demand on electrical power plants. 
C)  They have a higher carbon footprint in the environment. 
D)  They cannot be repaired easily since they use advanced technology.

Question 13

In the context of quality function deployment, building a House of Quality begins by identifying the:

Accepted Answer

A)  competitive priorities. 
B)  voice of the customer. 
C)  marketplace dynamics. 
D)  service provider requirements. 
A)  competitive priorities. 
B)  voice of the customer. 
C)  marketplace dynamics. 
D)  service provider requirements.

Question 14

The critical differences between the designs of goods and services lie in the:

Accepted Answer

A)  detailed product and process design phases. 
B)  research and analysis phases. 
C)  customer benefit package design and configuration phases. 
D)  market introduction and deployment phases. 
A)  detailed product and process design phases. 
B)  research and analysis phases. 
C)  customer benefit package design and configuration phases. 
D)  market introduction and deployment phases.

Question 15

__________focuses on the interaction, directly or indirectly, between the service provider(s) and the customer.

Accepted Answer

A)  Service process design 
B)  Service-encounter design 
C)  Lean servicescape design 
D)  Customer benefit package design 
A)  Service process design 
B)  Service-encounter design 
C)  Lean servicescape design 
D)  Customer benefit package design

Question 16

At which of the following stages are the perceptions of a firm and its goods and services created

Accepted Answer

A)  The process design stage 
B)  The service-encounter design stage 
C)  The customer benefit package configuration stage 
D)  The market introduction and evaluation stage 
A)  The process design stage 
B)  The service-encounter design stage 
C)  The customer benefit package configuration stage 
D)  The market introduction and evaluation stage

Question 17

In the context of the sevicescape, in the service-delivery system design, which of the following facilities is a part of the spatial layout and functionality

Accepted Answer

A)  Room temperature 
B)  Company logo on company vehicles 
C)  Building facade 
D)  Free soft drinks instead of vending machines 
A)  Room temperature 
B)  Company logo on company vehicles 
C)  Building facade 
D)  Free soft drinks instead of vending machines

Question 18

In the context of service-encounter design, giving discounts to employees is a form of _____.

Accepted Answer

A)  recognition 
B)  guarantee 
C)  assurance 
D)  compensation 
A)  recognition 
B)  guarantee 
C)  assurance 
D)  compensation

Question 19

In the context of the servicescape, in the service-delivery system design, building footprints are examples of:

Accepted Answer

A)  ambient conditions. 
B)  artifacts. 
C)  spatial layout and functionality. 
D)  signs and symbols. 
A)  ambient conditions. 
B)  artifacts. 
C)  spatial layout and functionality. 
D)  signs and symbols.

Question 20

In the context of service-encounter design, high-contact systems would most commonly be found in:

Accepted Answer

A)  distribution systems. 
B)  process designs. 
C)  front office operations. 
D)  construction services. 
A)  distribution systems. 
B)  process designs. 
C)  front office operations. 
D)  construction services.

An Energy Star dishwasher results in increased release of carbon dioxide to the air.

A critical part has a manufacturing specification (in cm) of 0.325 ± 0.010. Based on this information, if this measurement is larger than 0.335 or smaller than 0.315, the product fails at a cost of $120. Determine the Taguchi loss function in the given scenario.

The bottom of a House of Quality identifies the technical features that:

Prior to designing and configuring a customer benefit package, a firm should understand and develop its:

The specifications for a refrigerator part (in cm) are 5.00 ± 0.10, and the Taguchi loss function is estimated to be L(x) = 5,500 (x - T) 2. Determine the estimated loss per part if the quality characteristic (i.e., actual process performance) under study takes on a value of 4.91 cm.

In the context of quality function deployment, one of the first steps to build the House of Quality is to:

__________should begin immediately after a service upset occurs and when the customer is visibly upset.

Which of the following is true of the House of Quality

In the context of service-delivery system design, which of the following establishments depends on good location decisions

Which of the following is true of Energy Star-certified products

In the context of quality function deployment, building a House of Quality begins by identifying the:

The critical differences between the designs of goods and services lie in the:

__________focuses on the interaction, directly or indirectly, between the service provider(s) and the customer.

At which of the following stages are the perceptions of a firm and its goods and services created

In the context of the sevicescape, in the service-delivery system design, which of the following facilities is a part of the spatial layout and functionality

In the context of service-encounter design, giving discounts to employees is a form of _____.

In the context of the servicescape, in the service-delivery system design, building footprints are examples of:

In the context of service-encounter design, high-contact systems would most commonly be found in:

Operations Management and Value Chains

Measuring Performance in Operations and Value Chains

Operations Strategy

Technology and Operations Management

Supply Chain Design

Process Selection, Design, and Analysis

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and SPC

Lean Operating Systems

Project Management

Filters

Exam 5: Goods and Service Design

An Energy Star dishwasher results in increased release of carbon dioxide to the air.

A critical part has a manufacturing specification (in cm) of 0.325 ± 0.010. Based on this information, if this measurement is larger than 0.335 or smaller than 0.315, the product fails at a cost of $120. Determine the Taguchi loss function in the given scenario.

The bottom of a House of Quality identifies the technical features that:

Prior to designing and configuring a customer benefit package, a firm should understand and develop its:

The specifications for a refrigerator part (in cm) are 5.00 ± 0.10, and the Taguchi loss function is estimated to be L(x) = 5,500 (x - T) 2. Determine the estimated loss per part if the quality characteristic (i.e., actual process performance) under study takes on a value of 4.91 cm.

In the context of quality function deployment, one of the first steps to build the House of Quality is to:

__________should begin immediately after a service upset occurs and when the customer is visibly upset.

Which of the following is true of the House of Quality

In the context of service-delivery system design, which of the following establishments depends on good location decisions

Which of the following is true of Energy Star-certified products

In the context of quality function deployment, building a House of Quality begins by identifying the:

The critical differences between the designs of goods and services lie in the:

__________focuses on the interaction, directly or indirectly, between the service provider(s) and the customer.

At which of the following stages are the perceptions of a firm and its goods and services created

In the context of the sevicescape, in the service-delivery system design, which of the following facilities is a part of the spatial layout and functionality

In the context of service-encounter design, giving discounts to employees is a form of _____.

In the context of the servicescape, in the service-delivery system design, building footprints are examples of:

In the context of service-encounter design, high-contact systems would most commonly be found in:

Operations Management and Value Chains

Measuring Performance in Operations and Value Chains

Operations Strategy

Technology and Operations Management

Supply Chain Design

Process Selection, Design, and Analysis

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and SPC

Lean Operating Systems

Project Management

Filters