BUS 430 BUS430 Week 5 Quiz 4 Answers
BUS 430 Week 5 Quiz 4
1. The decision of what goods and services to offer and how to position them in the marketplace is mainly an operational decision.
2. In general, the designs of both goods and services follow a similar path. The critical differences lie in the detailed product and process design phases.
3. The design of a customer benefit package (CBP) focuses on the operational choices that the firm must make in order to provide the CBP.
4. The design of a service cannot be done independently from the process by which the service is delivered.
5. The process by which the service is created and delivered is, in essence, the service itself..
6. The design of a manufactured good focuses primarily on its physical characteristics.
7. Japan's Genichi Taguchi argued that any variation within the specification limits is equally good in terms of quality and long-run cost.
8. Suppose that a manufacturing specification of a dimension is 1.0 ± 0.05. The permissible range of variation from 0.95 to 1.05 is called the tolerance.
9. The "goal post model" of conforming to specifications by specifying a nominal dimension and a tolerance is the basis for calculating the Taguchi loss function.
10. In the Taguchi loss function, as one deviates further from the target value, the loss increases in a linear fashion.
11. Reliability is formally expressed as a probability between 0 and 1.
12. Reliability does not apply to services processes.
13. Redundancy is the use of backup components in a design.
14. A parallel system has no redundancy.
15. To find the reliability of a complex system, one must first convert the parallel components into equivalent series components in order to compute the reliability of the entire system.
16. Quality function deployment is focused primarily on developing a viable quality control plan.
17. Customer requirements that are expressed in the customer's own language is called the "voice of the customer."
18. The roof of the house of quality shows the relationship matrix between customer requirements and the technical features.
19. Prototype testing is an important step in the initial choice of a customer benefit package.
20. Service design must be addressed from two perspectives – the service delivery system and the service encounter.
21. The House of Quality shows the interrelationships between any pair of technical features.
22. Failure mode and effects analysis provides a basis for improving designs.
23. Product simplicity encourages the use of standard parts and components.
24. Design for Environment (DfE) is the explicit consideration of environmental concerns during the design of goods and services and processes, and include such practices as designing for recycling and disassembly.
25. In designing a service delivery system, good job and process design can usually overcome a poor location.
26. The servicescape refers to the place where a service is located.
27. A kiosk at an airport that allows passengers to check their baggage would be an example of a lean servicescape environment.
28. Estate planning is an example of a low-contact system.
29. A service encounter design focuses on the interaction, directly and indirectly, between the service provider(s) and the customer.
30. A check processing operation would be an example of a low-contact system.
31. Customer contact requirements are either technical or behavioral in nature.
32. Ensuring that hotel staff at the front desk address a guest by name is an example of a servicescape requirement.
33. Service recovery is the process of correcting a service upset and satisfying the customer.
34. Service guarantees provide a reward or compensation as a response to a service upset and are offered to customers after a service upset has occurred.
35. The customer benefit package at LensCrafters is weighted more toward the primary good, which is eyewear.
1. Which of the following is not a principal dimension of a servicescape?
2. A bank provides four sequential services to its customers. Over the last quarter, the reliability of each of these services was 92%, 97%, 95% and 90%. What is their overall reliability?
3. A system design consisting of several parallel components that function independently of each other and where the system fails only if all the parallel components fail is an example of
4. The text presents an integrative case study of LensCrafters. Which statement is correct?
1. A bottleneck is the work activity that effectively limits throughput of a process.