Deck 4: Product and Service Design

Question 1

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

Answer 1

False

Question 2

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

Answer 2

False

Question 3

A service blueprint is quite similar to an architectural drawing.

Answer 3

True

Question 4

Consumers tend to resist purchasing products containing recycled materials.

Question 5

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

Question 6

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

Question 7

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

Question 8

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

Question 9

Reducing consumer choices makes service more efficient.

Question 10

Global teams provide diversity while eliminating conflicts and miscommunication.

Question 11

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

Question 12

Concurrent Engineering is another term for sequential development.

Question 13

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

Question 14

Product failures can be easier to remedy with modular design.

Question 15

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

Question 16

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

Question 17

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

Question 18

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

Question 19

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

Question 20

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

Question 21

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

Question 22

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

Question 23

Service design often must take into account the degree of customer contact required.

Question 24

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

Question 25

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

Question 26

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

Question 27

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

Question 28

Taguchi design methods involve identifying the optimal operating or environmental conditions for a given product.

Question 29

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

Question 30

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

Question 31

Standardization can at times lead to serious difficulties and competitive struggles, particularly when systems are running under different conditions.

Question 32

The term failure as applied to reliability means that a part or item does not function at all.

Question 33

Quality function deployment (QFD) is based on a set of standards which relate customer requirements to company capabilities.

Question 34

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

Question 35

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

Question 36

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.

Question 37

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.

Question 38

Reliability can be defined in terms of a particular point in time or in terms of length of service.

Question 39

Reliability refers to the ability of a product to perform its intended function under normal conditions.

Question 40

Commonality of components is beneficial for manufacturing but not for services.

Question 41

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

Question 42

The goal of life-cycle assessment is to incorporate the environmental impact of products or services into product-design or service-design decision-making.

Question 43

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

Question 44

Reliability can be improved by the use of backup components.

Question 45

Delayed differentiation and modular design are tactics for mass customization.

Question 46

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

Question 47

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

Question 48

Life-cycle assessment involves incorporating where the product or service is in its life-cycle into system-design decision-making.

Question 49

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

Question 50

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

Question 51

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

Question 52

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

Question 53

"Must have", "expected" and "excitement" characteristics are categories in the ____ model.

A)Bi-polar
B)Kano
C)Pareto
D)Quality
E)Service Matrix

Question 54

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

Question 55

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

Question 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

Question 57

The three Rs - Reduce, Re-use and Recycle - are more applicable in service design than in product design.

Question 58

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

Question 59

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

Question 60

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

Question 61

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

Question 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.

Question 63

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.

Question 64

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

Question 65

The term 'standardization' is closely associated with:

A)customization
B)high cost
C)longer lead times
D)variety
E)interchangeability

Question 66

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

Question 67

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

Question 68

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

Question 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.

Question 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

Question 71

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

Question 72

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

Question 73

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

Question 74

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

Question 75

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

Question 76

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

Question 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