Operations management stevenson 11th edition test bank ch4

ch4 Student: _ Global teams provide diversity while eliminating conflicts and miscommunication True False A ‘House of Quality' is achieved when no department in a single location has more than 15% rejects True False Concurrent Engineering is another term for sequential development True False One of the main advantages of standardization is that it increases the potential variety of products True False A disadvantage of standardization is the possibility of standardizing designs too early, which may make it difficult to modify in the future True False Reducing consumer choices makes service more efficient True False Modular design increases costs of purchasing and controlling inventory compared to non-modular True False Product failures can be easier to remedy with modular design True False One motivation for an organization to redesign its product or service is to avoid the alternative of downsizing the organization True False 10 A major benefit of Computer Aided Design (CAD) is the increased productivity of designers True False 11 Most of the time what is called product or service design is actually a redesign of an existing product or service True False 12 A service blueprint is quite similar to an architectural drawing True False 13 The process of dismantling and inspecting a competitor's product to discover product improvement is called benchmarking True False 14 To save money, it is essential that designers revise the production capabilities to meet the requirements of the new products True False 15 Many US manufacturers are now shifting their focus from products to both product and process improvements True False 16 Applied research has the objective of achieving commercial applications for new ideas True False 17 Basic research is done with the expectation that discoveries will have near-term commercial application True False 18 "Design for production" takes into account the capabilities of the organization to produce or deliver a given product or service True False 19 Consumers tend to resist purchasing products containing recycled materials True False 20 "Concurrent engineering" brings people concerned with manufacturing into the design phase earlier than in the "over-the-wall" approach True False 21 "Concurrent engineering" means that at least two engineers are involved in product design at the same time True False 22 One approach to extending a product's life cycle is to promote alternate uses of the product True False 23 "Quality Function Deployment" is a structured approach that guarantees that the highest quality product or service will be designed True False 24 Product liability means that a manufacturer is liable for any injuries and damages caused by a faulty product because of poor workmanship or design True False 25 The process of dismantling and inspecting a competitor's product to discover improvement is called reverse engineering True False 26 Research and development (R&D) refers to organized efforts that are directed toward increasing scientific knowledge and product (or process) innovation True False 27 Standardization refers to the extent to which there is absence of variety in a product, service, or process True False 28 Re-manufacturing refers to removing some of the components of old products and reusing them in new products True False 29 The demand for a product and the rate of technological change have significant impact on the length of a given phase of the product life cycle True False 30 Robust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions True False 31 Taguchi design methods involve identifying the optimal operating or environmental conditions for a given product True False 32 Quality function deployment (QFD) is based on a set of standards which relate customer requirements to company capabilities True False 33 The quality function deployment (QFD) matrices are often referred to as the "House of Quality" because, when completed, they "house" all of the customer's quality requirements True False 34 Service design often must take into account the degree of customer contact required True False 35 Reliability refers to the ability of a product to perform its intended function under normal conditions True False 36 Applied research is the major R & D effort of business organizations because of the desire for commercial applications True False 37 Commonality of components is beneficial for manufacturing but not for services True False 38 Standardization can at times lead to serious difficulties and competitive struggles, particularly when systems are running under different conditions True False 39 The term failure as applied to reliability means that a part or item does not function at all True False 40 Reliability can be defined in terms of a particular point in time or in terms of length of service True False 41 Reliability can be improved by the use of backup components True False 42 Delayed differentiation and modular design are tactics for mass customization True False 43 Life-cycle assessment involves incorporating where the product or service is in its life-cycle into systemdesign decision-making True False 44 The goal of life-cycle assessment is to incorporate the environmental impact of products or services into product-design or service-design decision-making True False 45 The three Rs - Reduce, Re-use and Recycle - are more applicable in service design than in product design True False 46 The goal of value analysis is to find ways of _ A I Reducing the cost of parts and materials B II Improving the performance of the product or service C III Incorporating multiple cultural values in global system design D Both I and III E Both I and II 47 When considering re-use issues for a given product, an important factor to take into account is that product's _ A Ethical impact B Reliability C Durability D Design for assembly E None of the above 48 Incorporating design for disassembly (DFD) principles in product design helps firms with _ design issues A Legal B Social C Re-use D Reverse engineering E Re-engineering 49 Designing for recycling helps facilitate A Reduced legal liability B Compliance with regulatory environments C Increased product reliability D Reduced standardization costs E None of the above 50 One way to increase reliability is to: A improve component design B increase the number of service stations C increase mean repair time D increase the number of dependent components E none of the above 51 One way to increase reliability is to: A eliminate backup component B improve preventive maintenance procedures C increase mean repair time D increase the number of independent components E none of the above 52 Which of the following is not a reason for redesigning a product or service? A to reduce labor or material cost B to increase the level of employee satisfaction C to increase the level of customer satisfaction D to attract and increase customer demand E to increase quality 53 A disadvantage of global teams for product design is that: A Customers may have different needs in different countries B The product designed may have increased marketability and utility C The diversity of an international team may be a detriment D Ease of face to face meetings is absent since members are located everywhere E Technology allows constant contact with team members 54 Mobile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communications devices, but in the eyes of some customers these new features make the phones less desirable This is an example of _ A robust design B creeping featurism C sustainable design D quality function deployment E component commonality 55 One step that isn't part of service blueprinting is: A Eliminate boundaries for the service and decide on the level of interaction needed B Identify and determine the sequence of customer and service actions and interactions C Develop time estimates for each phase of the process D Understand the time variability involved E Identify potential failure points and develop a plan to minimize them 56 The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications is: A basic research B applied research C development D redesign E commercial research 57 The advantages of standardization include which of the following? (I.) The opportunity to freeze design at a very early stage (II.) Fewer parts to deal with in inventory (III.) Reduced training cost and time (IV.) Purchasing is more routine A I, II B I, IV C I, II, III D II, III, IV E I, II, III, IV 58 Products or services with a high degree of similarity of features and components are called: A generic B copy-cat C rip-offs D product families E product/service matrix 59 "Must have", "expected" and "excitement" characteristics are categories in the model A Bi-polar B Kano C Pareto D Quality E Service Matrix 60 One possible disadvantage of modular design is that: A replacement and repair is more difficult B failure diagnosis is more complex C number of configurations of modules decreases D individual parts lose their identities E inventory problems arise 61 In the area of product and service design, the acronym CAD refers to: A conceptually appropriate design B computer aided design C commercial applications design D competitive advantage design E completely automated design 62 Which of the following statements about CAD is not true? A It increases the productivity of designers B It uses computer graphics C It requires a good data base D Some systems permit engineering or cost analysis of proposed designs E It is used successfully by all manufacturing companies 63 Which one of the following is not a factor of successful product and service design? A be aware of what the competitors are doing B be aware of what customers want C know what government regulations are D use computerized design techniques E know what new technologies are available 64 A software company is weighing whether to release a new version of its software The company can go ahead and release the version now and correct flaws with subsequent patches or upgrades, or it can wait until the new version is reasonably bug-free This is an example of _ A life-cycle analysis B value analysis C vaporware D concurrent engineering E design for production 65 Ideas for new or improved designs can come from: A customers B competitors C research and development departments D production departments E all of the above 66 The process of dismantling and inspecting a competitor's new or revised product for the purpose of gleaning design ideas is called: A design by imitation B product analysis C reverse engineering D benchmarking E disassembly 67 The term ‘degrees of newness' is associated with: A average age of employees B average length of time on the job C total years of business experience D degree of design change E average age of the capital equipment 68 The term ‘standardization' is closely associated with: A customization B high cost C longer lead times D variety E interchangeability 69 Service design generally differs from product design in which of the following ways? A Service design tends to focus on tangible factors B There is less latitude in detecting and correcting errors prior to delivery C There is a lesser requirement to be aware of competitors' offerings D There is less visibility to customers E There is no difference 43 Life-cycle assessment involves incorporating where the product or service is in its life-cycle into systemdesign decision-making FALSE Life-cycle assessment involves assessing the environmental impact of a product or service as it goes through its useful life AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #43 Topic Area: Environmental Factors: Sustainability 44 The goal of life-cycle assessment is to incorporate the environmental impact of products or services into product-design or service-design decision-making TRUE Life-cycle assessment involves assessing the environmental impact of a product or service as it goes through its useful life AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #44 Topic Area: Environmental Factors: Sustainability 45 The three Rs - Reduce, Re-use and Recycle - are more applicable in service design than in product design FALSE Services cannot be re-used or recycled AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #45 Topic Area: Environmental Factors: Sustainability 46 The goal of value analysis is to find ways of _ A I Reducing the cost of parts and materials B II Improving the performance of the product or service C III Incorporating multiple cultural values in global system design D Both I and III E Both I and II In value analysis an attempt is made to reduce the cost and/or improve the performance of the product AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #46 Topic Area: Environmental Factors: Sustainability 47 When considering re-use issues for a given product, an important factor to take into account is that product's _ A Ethical impact B Reliability C Durability D Design for assembly E None of the above Remanufacturing refers to refurbishing used products AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #47 Topic Area: Environmental Factors: Sustainability 48 Incorporating design for disassembly (DFD) principles in product design helps firms with _ design issues A Legal B Social C Re-use D Reverse engineering E Re-engineering Refurbished products must first be disassembled AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #48 Topic Area: Environmental Factors: Sustainability 49 Designing for recycling helps facilitate A Reduced legal liability B Compliance with regulatory environments C Increased product reliability D Reduced standardization costs E None of the above Regulatory environments are increasingly focused on encouraging recycling AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #49 Topic Area: Environmental Factors: Sustainability 50 One way to increase reliability is to: A improve component design B increase the number of service stations C increase mean repair time D increase the number of dependent components E none of the above Another way is to add backup components AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-09 Name several key issues in manufacturing design Stevenson - Chapter 04 #50 Topic Area: Other Design Considerations 51 One way to increase reliability is to: A eliminate backup component B improve preventive maintenance procedures C increase mean repair time D increase the number of independent components E none of the above Preventative maintenance leads to longer intervals between breakdowns AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 04-09 Name several key issues in manufacturing design Stevenson - Chapter 04 #51 Topic Area: Other Design Considerations 52 Which of the following is not a reason for redesigning a product or service? A to reduce labor or material cost B to increase the level of employee satisfaction C to increase the level of customer satisfaction D to attract and increase customer demand E to increase quality A product or service redesign does not necessarily involve improving employee satisfaction AACSB: Reflective Thinking Blooms: Understand Difficulty: Easy Learning Objective: 04-02 Identify some key reasons for design or redesign Stevenson - Chapter 04 #52 Topic Area: Introduction 53 A disadvantage of global teams for product design is that: A Customers may have different needs in different countries B The product designed may have increased marketability and utility C The diversity of an international team may be a detriment D Ease of face to face meetings is absent since members are located everywhere E Technology allows constant contact with team members If face to face interaction is required, global design teams might not be a viable option AACSB: Diversity Blooms: Understand Difficulty: Medium Learning Objective: 04-03 Recognize the key questions of product and service design Stevenson - Chapter 04 #53 Topic Area: Global Product and Service Design 54 Mobile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communications devices, but in the eyes of some customers these new features make the phones less desirable This is an example of _ A robust design B creeping featurism C sustainable design D quality function deployment E component commonality Customer satisfaction isn't strictly dependent on the number of features a product offers AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-02 Identify some key reasons for design or redesign Stevenson - Chapter 04 #54 Topic Area: Human Factors 55 One step that isn't part of service blueprinting is: A Eliminate boundaries for the service and decide on the level of interaction needed B Identify and determine the sequence of customer and service actions and interactions C Develop time estimates for each phase of the process D Understand the time variability involved E Identify potential failure points and develop a plan to minimize them Defining boundaries is a critical part of service blueprinting AACSB: Reflective Thinking Blooms: Understand Difficulty: Hard Learning Objective: 04-10 Recognize several key issues in service design Stevenson - Chapter 04 #55 Topic Area: Service Design 56 The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications is: A basic research B applied research C development D redesign E commercial research Development is the conversion of applied research into useful commercial applications AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-04 List some of the main sources of design ideas Stevenson - Chapter 04 #56 Topic Area: Idea Generation 57 The advantages of standardization include which of the following? (I.) The opportunity to freeze design at a very early stage (II.) Fewer parts to deal with in inventory (III.) Reduced training cost and time (IV.) Purchasing is more routine A I, II B I, IV C I, II, III D II, III, IV E I, II, III, IV Standardization doesn't necessarily help in freezing designs early AACSB: Reflective Thinking Blooms: Understand Difficulty: Hard Learning Objective: 04-03 Recognize the key questions of product and service design Stevenson - Chapter 04 #57 Topic Area: Other Design Considerations 58 Products or services with a high degree of similarity of features and components are called: A generic B copy-cat C rip-offs D product families E product/service matrix Delineating product families helps lead to component commonality AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-03 Recognize the key questions of product and service design Stevenson - Chapter 04 #58 Topic Area: Designing for Production 59 "Must have", "expected" and "excitement" characteristics are categories in the model A Bi-polar B Kano C Pareto D Quality E Service Matrix The Kano model is an alternative to "more is better" design approaches AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-03 Recognize the key questions of product and service design Stevenson - Chapter 04 #59 Topic Area: Designing for Production 60 One possible disadvantage of modular design is that: A replacement and repair is more difficult B failure diagnosis is more complex C number of configurations of modules decreases D individual parts lose their identities E inventory problems arise Modular designs have the effect of reducing variety AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-09 Name several key issues in manufacturing design Stevenson - Chapter 04 #60 Topic Area: Other Design Considerations 61 In the area of product and service design, the acronym CAD refers to: A conceptually appropriate design B computer aided design C commercial applications design D competitive advantage design E completely automated design CAD can increase the productivity of product designers AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 04-09 Name several key issues in manufacturing design Stevenson - Chapter 04 #61 Topic Area: Designing for Production 62 Which of the following statements about CAD is not true? A It increases the productivity of designers B It uses computer graphics C It requires a good data base D Some systems permit engineering or cost analysis of proposed designs E It is used successfully by all manufacturing companies Not all manufacturers use CAD AACSB: Reflective Thinking Blooms: Remember Difficulty: Hard Learning Objective: 04-09 Name several key issues in manufacturing design Stevenson - Chapter 04 #62 Topic Area: Designing for Production 63 Which one of the following is not a factor of successful product and service design? A be aware of what the competitors are doing B be aware of what customers want C know what government regulations are D use computerized design techniques E know what new technologies are available Computerized design techniques don't necessarily lead to successful product and service design AACSB: Reflective Thinking Blooms: Understand Difficulty: Medium Learning Objective: 04-03 Recognize the key questions of product and service design Stevenson - Chapter 04 #63 Topic Area: Designing for Production 64 A software company is weighing whether to release a new version of its software The company can go ahead and release the version now and correct flaws with subsequent patches or upgrades, or it can wait until the new version is reasonably bug-free This is an example of _ A life-cycle analysis B value analysis C vaporware D concurrent engineering E design for production Vaporware is attractive from some perspectives but not from others AACSB: Ethics Blooms: Remember Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #64 Topic Area: Legal and Ethical Considerations 65 Ideas for new or improved designs can come from: A customers B competitors C research and development departments D production departments E all of the above Companies look to many sources for ideas for new or improved designs AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 04-04 List some of the main sources of design ideas Stevenson - Chapter 04 #65 Topic Area: Idea Generation 66 The process of dismantling and inspecting a competitor's new or revised product for the purpose of gleaning design ideas is called: A design by imitation B product analysis C reverse engineering D benchmarking E disassembly Reverse engineering can be a good source of ideas for product design AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 04-04 List some of the main sources of design ideas Stevenson - Chapter 04 #66 Topic Area: Idea Generation 67 The term ‘degrees of newness' is associated with: A average age of employees B average length of time on the job C total years of business experience D degree of design change E average age of the capital equipment Superficial design changes are low in ‘degrees of newness.' AACSB: Reflective Thinking Blooms: Remember Difficulty: Hard Learning Objective: 04-03 Recognize the key questions of product and service design Stevenson - Chapter 04 #67 Topic Area: Other Design Considerations 68 The term ‘standardization' is closely associated with: A customization B high cost C longer lead times D variety E interchangeability Modular designs depend on standardized parts that are interchangeable AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-03 Recognize the key questions of product and service design Stevenson - Chapter 04 #68 Topic Area: Other Design Considerations 69 Service design generally differs from product design in which of the following ways? A Service design tends to focus on tangible factors B There is less latitude in detecting and correcting errors prior to delivery C There is a lesser requirement to be aware of competitors' offerings D There is less visibility to customers E There is no difference Often service design flaws are not discovered until some customers have been served AACSB: Reflective Thinking Blooms: Remember Difficulty: Hard Learning Objective: 04-13 Assess some of the challenges of service design Stevenson - Chapter 04 #69 Topic Area: Service Design 70 The structural approach for integrating customer requirements into every aspect of product development is known as: A total quality management B customer satisfaction C quality function deployment D customer integration E a product development team Quality Function Deployment brings the voice of the customer into the product development process AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 04-09 Name several key issues in manufacturing design Stevenson - Chapter 04 #70 Topic Area: Other Design Considerations 71 Which of the following is an issue that designers must take into account in product and service design? A legal, environmental, and ethical issues B reliability C standardization D range of operating conditions E all of the above Designs must reflect a large number of factors AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-03 Recognize the key questions of product and service design Stevenson - Chapter 04 #71 Topic Area: Idea Generation 72 One of these is not a characteristic of a well-designed service system: A User friendly B Robust C Distributed computer networks D Cost effective E Easy to sustain Well-designed service systems tend to be user friendly, robust, cost-effective and easy to sustain AACSB: Reflective Thinking Blooms: Understand Difficulty: Medium Learning Objective: 04-12 List the characteristics of well-designed service systems Stevenson - Chapter 04 #72 Topic Area: Service Design 73 A formal way to document customer requirements is: A consumer surveys B quality function deployment (QFD) C focus groups D Delphi technique E sales/marketing matrix QFD brings the voice of the customer into the design process AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-09 Name several key issues in manufacturing design Stevenson - Chapter 04 #73 Topic Area: Other Design Considerations 74 Which of the following is not true about re-manufacturing? A Re-manufactured products can be sold at lower cost B The process requires mostly unskilled and semiskilled workers C There is less depletion of natural resources D It produces high quality products easily E Re-manufacturing is mainly carried out by small and mid-sized companies Re-manufacturing can be a very difficult and costly process AACSB: Reflective Thinking Blooms: Understand Difficulty: Medium Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design Stevenson - Chapter 04 #74 Topic Area: Environmental Factors: Sustainability 75 Which of the following is not one of the phases of product design and development? A specify product specifications B conduct market test C specify process specifications D conduct design review E performance applied research Product design and development begins after applied research has been done AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-08 Briefly describe the phases in product design and development Stevenson - Chapter 04 #75 Topic Area: Phases in Product Design and Development 76 Elements of the service process in which there is little to no contact with the customer are referred to as A robust B delayed differentiators C back-of-the-house D user-friendly E mission-consistent Those elements involving substantial contact with the customer are referred to as "front-of-the-house" operations AACSB: Reflective Thinking Blooms: Understand Difficulty: Medium Learning Objective: 04-01 Explain the strategic importance of product and service design Stevenson - Chapter 04 #76 Topic Area: Operations Strategy 77 In services, flowcharts are useful for _ A translating basic research into applied research B identifying and determining the sequence of customer and service actions and interactions C developing time estimates for each phase of the service process D evaluating ways of standardizing service elements with component commonality E estimating customer satisfaction with the service process The customer-service interaction is depicted using flowcharts AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 04-11 Name the phases in service design Stevenson - Chapter 04 #77 Topic Area: Service Design ch4 Summary Category # of Questions AACSB: Diversity AACSB: Ethics AACSB: Reflective Thinking 72 Blooms: Remember 61 Blooms: Understand 16 Difficulty: Easy 32 Difficulty: Hard Difficulty: Medium 39 Learning Objective: 04-01 Explain the strategic importance of product and service design Learning Objective: 04-02 Identify some key reasons for design or redesign Learning Objective: 04-03 Recognize the key questions of product and service design 14 Learning Objective: 04-04 List some of the main sources of design ideas Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service desig n 13 Learning Objective: 04-08 Briefly describe the phases in product design and development Learning Objective: 04-09 Name several key issues in manufacturing design 25 Learning Objective: 04-10 Recognize several key issues in service design Learning Objective: 04-11 Name the phases in service design Learning Objective: 04-12 List the characteristics of well-designed service systems Learning Objective: 04-13 Assess some of the challenges of service design Stevenson - Chapter 04 77 Topic Area: Designing for Production 11 Topic Area: Environmental Factors: Sustainability 11 Topic Area: Global Product and Service Design Topic Area: Human Factors Topic Area: Idea Generation Topic Area: Introduction Topic Area: Legal and Ethical Considerations Topic Area: Operations Strategy Topic Area: Other Design Considerations 25 Topic Area: Phases in Product Design and Development Topic Area: Service Design ... design Stevenson - Chapter 04 #6 Topic Area: Service Design Modular design increases costs of purchasing and controlling inventory compared to non-modular FALSE Modular designs make inventory management. .. the phases of product design and development? A specify product specifications B conduct market test C specify process specifications D conduct design review E performance applied research 76... elements with component commonality E estimating customer satisfaction with the service process ch4 Key Global teams provide diversity while eliminating conflicts and miscommunication FALSE Using