Operations management stevenson 11th edition test bank ch4

AACSB: Reflective Thinking Blooms: Understand Difficulty: Medium Learning Objective: 04-03 Recognize the key questions of product and service design.. AACSB: Reflective Thinking Blooms:

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9 One motivation for an organization to redesign its product or service is to avoid the alternative of downsizing the organization

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18 "Design for production" takes into account the capabilities of the organization to produce or deliver a given product or service

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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

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36 Applied research is the major R & D effort of business organizations because of the desire for commercial applications

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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

D Design for assembly

E None of the above

48 Incorporating design for disassembly (DFD) principles in product design helps firms with _ design issues

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

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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 _

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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:

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

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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 _

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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 gleaningdesign ideas is called:

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:

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

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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

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

72 One of these is not a characteristic of a well-designed service system:

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

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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

76 Elements of the service process in which there is little to no contact with the customer are referred to as

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

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Topic Area: Global Product and Service Design

2 A ‘House of Quality' is achieved when no department in a single location has more than 15% rejects

Topic Area: Other Design Considerations

3 Concurrent Engineering is another term for sequential development

FALSE

Concurrent engineering involves simultaneous product and production development

AACSB: Reflective Thinking

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4 One of the main advantages of standardization is that it increases the potential variety of products

FALSE

Standardization reduces the variety of products

Blooms: Understand

Difficulty: Medium

Learning Objective: 04-03 Recognize the key questions of product and service design.

Stevenson - Chapter 04 #4

5 A disadvantage of standardization is the possibility of standardizing designs too early, which may make it difficult to modify in the future

TRUE

Standardization locks firms into designs that aren't easily changed

Learning Objective: 04-04 List some of the main sources of design ideas.

6 Reducing consumer choices makes service more efficient

TRUE

Efficiency comes from the standardization that results from reduced consumer choices

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7 Modular design increases costs of purchasing and controlling inventory compared to non-modular

FALSE

Modular designs make inventory management easier and cheaper

Learning Objective: 04-09 Name several key issues in manufacturing design.

8 Product failures can be easier to remedy with modular design

TRUE

Modular designs make it easy to change only portions of the design

9 One motivation for an organization to redesign its product or service is to avoid the alternative of downsizing the organization

TRUE

The threat of downsizing often spurs product or service redesign

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10 A major benefit of Computer Aided Design (CAD) is the increased productivity of designers

TRUE

CAD tends to greatly increase designers' productivity

Blooms: Remember

Difficulty: Easy

Topic Area: Designing for Production

11 Most of the time what is called product or service design is actually a redesign of an existing product or service

Topic Area: Introduction

12 A service blueprint is quite similar to an architectural drawing

TRUE

A service blueprint shows the basic customer and service actions involved in a service operation

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13 The process of dismantling and inspecting a competitor's product to discover product improvement is called benchmarking

Topic Area: Idea Generation

14 To save money, it is essential that designers revise the production capabilities to meet the requirements of the new products

15 Many US manufacturers are now shifting their focus from products to both product and process

improvements

TRUE

Both product and process must be considered in the product/service design question

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16 Applied research has the objective of achieving commercial applications for new ideas

TRUE

Applied research is aimed at commercializing basic research

Blooms: Remember

Difficulty: Easy

17 Basic research is done with the expectation that discoveries will have near-term commercial application

FALSE

Basic research is done with no clear expectations regarding commercial application

Blooms: Remember

Difficulty: Easy

18 "Design for production" takes into account the capabilities of the organization to produce or deliver a given product or service

TRUE

Design for production is important to ensure that product or service design decisions are feasible

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19 Consumers tend to resist purchasing products containing recycled materials

FALSE

Consumers are beginning to respond positively when informed that their purchases contain recycled materials

Blooms: Remember

Learning Objective: 04-05 Discuss the importance of legal; ethical; and sustainability considerations in product and service design.

Topic Area: Environmental Factors: Sustainability

20 "Concurrent engineering" brings people concerned with manufacturing into the design phase earlier than in the "over-the-wall" approach

TRUE

In concurrent engineering people concerned with manufacturing are actively engaged in the design phase

Blooms: Remember

Difficulty: Easy

21 "Concurrent engineering" means that at least two engineers are involved in product design at the same time

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22 One approach to extending a product's life cycle is to promote alternate uses of the product

TRUE

Alternate uses extend product life cycles

Blooms: Remember

Difficulty: Easy

23 "Quality Function Deployment" is a structured approach that guarantees that the highest quality product or service will be designed

24 Product liability means that a manufacturer is liable for any injuries and damages caused by a faulty productbecause of poor workmanship or design

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25 The process of dismantling and inspecting a competitor's product to discover improvement is called reverse engineering

Topic Area: Legal and Ethical Considerations

26 Research and development (R&D) refers to organized efforts that are directed toward increasing scientific knowledge and product (or process) innovation

TRUE

Product or process innovations often result from deliberate R&D programs

Blooms: Remember

Difficulty: Easy

27 Standardization refers to the extent to which there is absence of variety in a product, service, or process

TRUE

Standardization reduces variety and leads to greater efficiency

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28 Re-manufacturing refers to removing some of the components of old products and reusing them in new products

TRUE

Re-manufacturing is a way of increasing sustainability

Blooms: Remember

Difficulty: Easy

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

Topic Area: Human Factors

30 Robust design describes a product that will perform satisfactorily so long as it is used in a very narrow range

of conditions

FALSE

Robust designs perform satisfactorily across a wide range of conditions

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