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OPS 571 Week 1 quiz




Question;1) Why would;a company want to supply a product to preferred customers during product;ramp-up?;Help develop a;marketing planTest;the shipping processIdentify any;remaining flawsGet choice shelf;positioning;2) What is a;company trying to optimize in the most common approach to developing a;workcenter layout?;Number;of defectsAmount of required;staffWork shift hoursMovement 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 themRivets are used one;time only in the construction processRivets 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;approachA;marketing approachA manufacturing;approachA quality;approach;5Which of;the following is a good example of a continuous process layout?;A sit-down restaurantA;gas refineryA home construction;siteAn 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 customersCustomer-facing;employees who only talk to rich customersA self-service;approach to customer servicePoor 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, othermarketing;operations, training, developmentstrengths;weaknesses, opportunities, threatsoperations;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 decreasedProduction efficiency;is increasedThere is no effect on;production efficiencyProduction;efficiency is eliminated;10)Poka-yoke;is a Japanese term for a procedure that blocks an inevitable mistake from;becoming what?;A service defectA;reason for over-productionAn unidentifiable;wasteA 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 determinationLeaving it up to the;service tech who took care of the repair to determine if the car is cleanAn 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 companyIt puts the customer;in controlIt 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 contactInternet and mail;contactInternet and phone;contactPhone and;face-to-face contact;14)A service;process design flowchart is referred to as a service;blueprintto emphasize what?;The impact of;blueprintsThe;impact of customer serviceThe importance of;system engineeringThe importance;of process design;15);According to the Service-System Design Matrix, sales opportunity has what sort;of relationship to production efficiency?;Equal RelationshipInverse;RelationshipNo RelationshipDirect Relationship


Paper#45620 | Written in 18-Jul-2015

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