According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency?

Why 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
2) What 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
4)Some 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
5 Which 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
6)Even
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
7)For 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
8)Why 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.
9)What
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
10)Poka-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
11)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?

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.
12)Why 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.
13)Permeable
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
14)A 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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