Ops Mgmt Chapter 5

Customer contact is measured by the percentage of time the customer must be in the service-delivery system relative to the total time it takes to provide the service. a) true b) false

a) true

Location is an important competitive priority in a service business. a) true b) false

a) true

Which of the following requirements is an example of customer-contact requirements? a)Cross-selling b)Prominently displayed company logo c)Convenient facility location d)Ambient conditions

a)Cross-selling

__________________is the explicit consideration of ecological concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly. a. Design for Environment b. Quality function deployment c. Environmental intervention d. Service-encounter design

a. Design for Environment

Ambient conditions are the explicit signals that communicate an image about a firm and include examples such as mission statements and diplomas on a wall. a) true b) false

b) false

In the context of service-encounter design, free trips and extra vacation days is not considered a form of recognition. a) true b) false

b) false

An Energy Star dishwasher results in increased release of carbon dioxide to the air. a)true b)false

b)false

At which of the following stages are the perceptions of a firm and its goods and services created? a)The market introduction and evaluation stage b)The process design stage c)The customer benefit package configuration stage d)The service-encounter design stage

a. The service-encounter design stage

For manufactured goods, design blueprints specify a nominal value which is the: a. specified target dimension of the goods. b. dimension with the greatest variation from the target dimension. c. range of permissible variation in the target dimension of the goods. d. dimension with the least manufacturing cost.

a. specified target dimension of the goods

In the context of service-encounter design, giving discounts to employees is a form of _____. a. assurance b. recognition c. guarantee d. compensation

b. recognition

The__________provides the behavioral setting where service encounters take place. a. service process and job design b. servicescape c. facility location d. value chain model

b. servicescape

For manufactured goods, design blueprints specify a target dimension, along with a range of permissible variation called the__________. a. buffer b. tolerance c. nominal d. leeway

b. tolerance

In the context of quality function deployment, one of the first steps to build the House of Quality is to: a)conduct prototype testing. b)evaluate the marketplace. c)identify the technical features of the design of the product. d)advertise, market, and offer the product to customers.

c) identify the technical features of the design of the product

The specifications for an automobile part (in inches) are 10.00 ± 0.15, and the Taguchi loss function is estimated to be L(x) = 9,300 (x - T) 2. Determine the estimated loss per part if the concerned quality feature has an actual value of 10.20 inches. a)$93 b)$37200 c)$372 d)$93000

c)$372

Which of the following is true of the House of Quality? a. It fails to incorporate customer requirements. b. It contains supplier estimations. c. It contains key selling points and features. d. It does not incorporate competitive evaluations.

c. It contains key selling points and features

__________focuses on the interaction, directly or indirectly, between the service provider(s) and the customer. a. Lean servicescape design b. Service process design c. Service-encounter design d. Customer benefit package design

c. Service-encounter design

Jones and Johnson, a law firm, is expanding to incorporate three conference rooms and two executive waiting lounges in its office. Which of the following dimensions of servicescape is the firm addressing? a. Ambient conditions b. Market deployment and evaluation c. Spatial layout and functionality d. Signs, symbols, and artifacts

c. Spatial layout and functionality

The bottom of a House of Quality identifies the technical features that: a. are the weakest selling points. b. are interrelated to each other. c. have the strongest relationships to customer requirements. d. have the highest competitive performance.

c. have the strongest relationships to customer requirements

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 0.03 on either side, the product will require a $180 repair. In the given scenario, the Taguchi loss function is correctly represented by which of the following equations? a. L(x) = 200 (x − 0.03) 2 b. L(x) = 2,000 (x − 0.43) 2 c. L(x) = 200,000 (x − 0.37) 2 d. L(x) = 200,000 (x − 0.40) 2

d. L(x) = 200,000 (x − 0.40) 2

Prior to designing and configuring a customer benefit package, a firm should understand and develop its: a. marketplace deployment techniques. b. processes and service encounter design. c. goods, services, and process design in detail. d. strategic mission and competitive priorities.

d. strategic mission and competitive priorities