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

Help develop a
marketing plan
the shipping process
Identify any
remaining flaws
Get choice shelf
2) What is a
company trying to optimize in the most common approach to developing a
workcenter layout?

of defects
Amount of required
Work shift hours
Movement of
3) Using a
project layout for building an aircraft, why would you want to place rivets
close to or even in the fuselage?

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
marketing approach
A manufacturing
A quality
5 Which of
the following is a good example of a continuous process layout?

A sit-down restaurant
gas refinery
A home construction
An automobile
manufacturing plant
though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom
Department Stores are known for what?

personal attention they provide their customers
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
operations, training, development
weaknesses, opportunities, threats
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
phase happens before the project is approved.
This phase is
not completed until after the project has been funded.
happens to production efficiency as the customer exerts more influence on the

Production efficiency
is decreased
Production efficiency
is increased
There is no effect on
production efficiency
efficiency is eliminated
is a Japanese term for a procedure that blocks an inevitable mistake from
becoming what?

A service defect
reason for over-production
An unidentifiable
A new process design
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?

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?

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.
systems are characterized by being penetrable by customers via what two forms
of contact?

and internet contact
Internet and mail
Internet and phone
Phone and
face-to-face contact
14)A service
process design flowchart is referred to as a service
blueprintto emphasize what?

The impact of
impact of customer service
The importance of
system engineering
The importance
of process design
According to the Service-System Design Matrix, sales opportunity has what sort
of relationship to production efficiency?

Equal Relationship
No Relationship
Direct Relationship

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