A(n) ____ is a promise to reward and compensate a customer if a service upset occurs.

Question 1

3 out of 3 points

Which of the following is not supported by Japan's Genichi Taguchi?

a. optimizing tolerances

b. goal post model

c. quadratic loss function

d. monetary expression of variation

Question 2

3 out of 3 points

Which of the following steps is not the same for both goods and services?

a. detailed goods, services and process design

b. Customer Benefit Package design and configuration

c. market introduction/deployment

d. marketplace evaluation

Question 3

3 out of 3 points

Which of the following is not included in a failure-mode-and-effects analysis (FMEA)?

a. Impact

b. Probability

c. Detection

d. Risk value

E. All of these are included

Question 4

3 out of 3 points

In a design specification 25 ± 1.5, the value 25 is called the ____, while ± 1.5 is called the ____.

a. nominal, reliability

b. average, tolerance

c. average, nominal

d. nominal, tolerance

Question 5

3 out of 3 points

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

a. simplification

b. redundancy

c. deployment

d. sustainability

Question 6

3 out of 3 points

The process by which a model is constructed to test a good's physical properties or use under actual operating conditions is called

a. Quality Function Deployment

b. Value engineering

c. Detailed product design

d. Prototype testing

Question 7

3 out of 3 points

In design specification terminology, permissible variation is called

a. normal

b. buffer

c. tolerance

d. leeway

Question 8

3 out of 3 points

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?

a. 0.9700

b. 0.9350

c. 0.2370

d. 0.7630

e. 0.7230

Question 9

3 out of 3 points

Which of the following is not a principal issue in service encounter design?

a. facility location
b. customer contact behavior and skills
c. service provider selection, development and empowerment
d. service recovery and guarantees
Question 10

3 out of 3 points

Objectives of service guarantees include all of the following except

a. increasing brand image
b. reducing customer risk
c. forcing operational improvement
d. allowing reduced pricing

Question 11

3 out of 3 points

Which of the following is not one of the six customer attributes that impact the design and configuration of a customer benefit package?

a. time

b. Information

c. exchange

d. reliability

Question 12

3 out of 3 points

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

a. detailed goods, services and process design

b. process and service encounter design

c. strategic mission and competitive priorities

d. marketplace evaluation

Question 13

3 out of 3 points

Which of the following is not a principal dimension of a servicescape?

a. spatial layout and functionality

b. signs, symbols and artifacts

c. facility location

d. ambient conditions

Question 14

0 out of 3 points

A(n) ____ is a promise to reward and compensate a customer if a service upset occurs.

a. service guarantee

b. customer contact requirement

c. service recovery

d. empowerment

Question 15

3 out of 3 points

Which of the following is not a principal dimension of the servicescape?

a. Ambient condition

b. Process and job design

c. Spatial layout and functionality

d. Signs, symbols and artifacts

Question 16

3 out of 3 points

A process map (flowchart)

a. Is boundary-less

b. Does not include information flow

c. Is often used as a baseline to describe how a process is performed

d. Must include a line of customer visibility

Question 17

3 out of 3 points

A manufacturing firm that produces a standardized product, not made of discrete parts, with little-to-no customization, with high demand, is most likely to use this type of process.

a. project

b. job shop

c. flow shop

d. continuous flow

Question 18

3 out of 3 points

Which one of the following best describes reengineering?

a. Radical redesign

b. Incremental, continuous improvement

c. Engineering-based value analysis

d. Repeatability

Question 19

3 out of 3 points

What type of process would a paper mill most likely use?

a. Project

b. Job shop

c. Flow shop process

d. Continuous flow process

Question 20

3 out of 3 points

Ships, weddings and estate planning are examples of ____ goods and services

a. Make-to-order

b. Assemble-to-order

c. Make-to-stock

d. Continuous flow

Question 21

3 out of 3 points

The terms, "general purpose equipment," "flexible and capable of customizing work" and "wide variety of goods or services" best relate to

a. Projects

b. Job shops

c. Flow shop processes

d. Continuous flow processes

Question 22

3 out of 3 points

____ offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.

a. Provider-routed pathways

b. Customer-routed pathways

c. Highly repeatable service encounter activity sequences

d. ATMs

Question 23

0 out of 3 points

During which phase of a product's life cycle does low unit cost become a top competitive priority?

a. Priority

b. Growth

c. Maturity

d. Decline

Question 24

3 out of 3 points

A(n) ____ is a group of ____ needed to create and deliver an intermediate or final output.

a. Process; value chains

b. Activity; tasks

c. Task; activities

d. Activity; processes

Question 25

3 out of 3 points

Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to

a. Being below the diagonal

b. Continuous flow

c. Customer routed

d. Provider routed

Question 26

3 out of 3 points

The work activity that effectively limits throughput of a process is called a ____.

a. Process boundary

b. Make-to-order

c. Bottleneck

d. Throughput

Question 27

0 out of 3 points

Which of the following is not a major activity in designing a goods-producing or service-providing process?

a. Define the purpose and objectives of the process.

b. Create a detailed process or value stream map that baselines current performance.

c. Use the product life cycle for each good or service to create a future state process map.

d. Select the appropriate equipment and technology

Question 28

0 out of 3 points

The average number of entities completed per unit time -- the output rate -- from a process is called ____.

a. Utilization

b. Throughput

c. Service rate

d. Work–in-process

Question 29

3 out of 3 points

Marketing Product Characteristics/Decisions for the Product-Process Matrix include all the following except

a. Demand volume

b. Degree of customization

c. Pathways

d. Type of good

Question 30

3 out of 3 points

Which is the correct order of hierarchy?

A. Activity, task, process, value chain

B. Value chain, process, task, activity

C. Process, value chain, activity, task

D. Value chain, process, activity, task