Question 1 � � In a design specification 25 ± 1.5, the value 25 is called the ____, while ± 1.5 is called the ____. � � � � � � “� � � Question 2 � � The final step in using the House of Quality involves identifying those technical features that meet any of the following criteria except � � � � � � “� � � Question 3 � � High customer contact systems would most commonly be found in ____. � � � � � � “� � � Question 4 � � Which of the following is not a principal dimension of a servicescape? � � � � “� � � Question 5 � � Prior to designing and configuring a customer benefit package, a firm should understand and develop its ____. � � � � � � � “� � � Question 6 A bank provides four sequential services to its customers. Over the last quarter, the reliability of each of these services was 92%, 97%, 95% and 90%. What is their overall reliability? � � � � “� � � Question 7 � � Which of the following is not a principal element in service encounter design? � � � � � � � � “� � � Question 8 � � A system design consisting of several parallel components that function independently of each other and where the system fails only if all the parallel components fail is an example of � � � � � � � � � � “� � � Question 9 � � Which of the following is not a principal issue in service encounter design? � � � � � � “� � � Question 10 � � In design specification terminology, permissible variation is called � � � � “� � � Question 11 � � The process by which a model is constructed to test a good’s physical properties or use under actual operating conditions is called � � � � � � � � Selected : � Prototype testing Correct : � Prototype testing � � � � � � “� � � Question 12 � � Which of the following is not correct regarding product or process simplification? � � � � � “� � � Question 13 � � Which of the following is not supported by Japan’s Genichi Taguchi? � � � � � “� � � Question 14 � � � � Which of the following is not a principal dimension of the servicescape? � � � � � � � “� � � Question 15 � � � � � � Quality Function Deployment (QFD) starts with � � � � � � “� � � Question 16 � � Which one of the following best describes reengineering? � � � � “� � � Question 17 � � ____ offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system. � � � � � � “� � � Question 18 � � � � Which one of the following major activities is not one of the six major activities to design a goods-producing or service-providing process? � � � � � � “� � � Question 19 � � Which of the following is least related to Value Stream Mapping? � � � � � � � � “� � � Question 20 � � Ships, weddings and estate planning are examples of ____ goods and services � � � � � � � � � � “� � � Question 21 � � Which of the following is not a major activity in designing a goods-producing or service-providing process? � � � � “� � � Question 22 � � Dell computers and Subway sandwiches are examples of ____ goods. � � � � � � � � “� � � Question 23 � � A manufacturing firm that produces a standardized product, not made of discrete parts, with little-to-no customization, with high demand, is most likely to use this type of process. � � � � � � � � � � “� � � Question 24 � � What type of process would a paper mill most likely use? � � � � � � � “� � � Question 25 � � The terms, “general purpose equipment,” “flexible and capable of customizing work” and “wide variety of goods or services” best relate to � � � � � � � � � � � “� � � Question 26 � � The lowest resource utilization is usually found in � � � � � “� � � Question 27 � � Little’s Law � � � � � � “� � � Question 28 � � Which is the correct order of hierarchy? � � � � � � � � “� � � Question 29 � � Appliances and iPods are examples of ____ goods. � � � � � � � � � � “� � � Question 30 � � Which of the following is not a common process design improvement strategy?
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