OPS/571 Week 1 Quiz

·  1

For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?

operations, quality, personnel, finance

Correct

·  2

What is a company trying to optimize in the most common approach to developing a workcenter layout?

Correct

·  3

Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?

·  4

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

Correct

·  5

Some may argue that the production-line approach may not treat the process as a service process, but as what type of process?

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A quality approach

Correct

·  6

What happens to production efficiency as the customer exerts more influence on the system?

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Production efficiency is increased

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Correct

·  7

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

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Correct

·  8

Why do many customers like the self-service approach to service design?

Correct

·  9

Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process?

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Correct

·  10

Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?

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Correct

·  11

A service process design flowchart is referred to as a service blueprint to emphasize what?

Correct

·  12

Why would a company want to supply a product to preferred customers during product ramp-up?

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·  13

Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage?

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Correct

·  14

Which of the following is a good example of a continuous process layout?

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Correct

·  15

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?

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