OPS 571 WEEK 1 QUIZ (15/15) GUARANTEE - 89013

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1. For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process? marketing, design, manufacturing, other marketing, operations, training, development strengths, weaknesses, opportunities, threats operations, quality, personnel, finance 2.What is a company trying to optimize in the most common approach to developing a work center layout? Work shift hours Amount of required staff Number of defects Movement of material 3. Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what? A reason for over-production A new process design flaw An unidentifiable waste A service defect 4. Permeable systems are characterized by being penetrable by customers via what two forms of contact? Face-to-face and internet contact Internet and mail contact Phone and face-to-face contact Internet and phone contact 5.Some may argue that the production-line approach may not treat the process as a service process, but as what type of process? A manufacturing approach A marketing approach An operational approach A quality approach 6. What happens to production efficiency as the customer exerts more influence on the system? Production efficiency is increased Production efficiency is eliminated There is no effect on production efficiency Production efficiency is decreased 7. According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency? No Relationship Inverse Relationship Direct Relationship Equal Relationship 8. Why do many customers like the self-service approach to service design? The customer is always right in this type of system. It provides the customer with the greatest amount of personal service. It gives the customer more opportunity to steal from a company It puts the customer in control 9. Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process? This phase happens before the project is approved. This phase is not necessary. This phase requires $0 to complete. This phase is not completed until after the project has been funded. 10. Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what? Customer-facing employees who only talk to rich customers Poor customer service The personal attention they provide their customers A self-service approach to customer service 11. A service process design flowchart is referred to as a service blueprint to emphasize what? The importance of process design The importance of system engineering The impact of blueprints The impact of customer service 12. Why would a company want to supply a product to preferred customers during product ramp-up? Test the shipping process Identify any remaining flaws Get choice shelf positioning Help develop a marketing plan 13. Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage? Rivets are used consistently throughout the construction process Rivets are small and you don’t want to lose them Rivets should actually be placed farthest away from the fuselage. Rivets are used one time only in the construction process 14. Which of the following is a good example of a continuous process layout? A gas refinery A home construction site A sit-down restaurant An automobile manufacturing plant 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? Letting the customer make this determination An inspection by the person returning the car before the car is seen by the customer. Leaving it up to the service tech who took care of the repair to determine if the car is clean Leaving the plastic on the seat when returning the car to the customer.
Solution Description

1. For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?
marketing, design, manufacturing, other
marketing, operations, training, development
strengths, weaknesses, opportunities, threats
operations, quality, personnel, finance

2.What is a company trying to optimize in the most common approach to developing a work center layout?
Work shift hours
Amount of required staff
Number of defects
Movement of material

3. Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?
A reason for over-production
A new process design flaw
An unidentifiable waste
A service defect

4. Permeable systems are characterized by being

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