Deck 4: Processes: Turning Resources Into Capabilities

Question 1

Products should always be designed before processes.

Answer 1

False

Question 2

The service system design matrix provides the means by which service outcomes and service processes can be designed concurrently.

Answer 2

False

Question 3

Process-oriented layouts are designed to be efficient producers of goods and services when there is little or no variation from one item to next.

Answer 3

False

Question 4

The QFD process moves through five phases with the aid of set of intertwined matrices known as the product/process matrix.

Question 5

The first three phases of QFD provide a tight link between process design and what the customers need.

Question 6

The voice of the customer (VOC) plays the most significant role in the production planning phase of QFD.

Question 7

The top or 'roof' of the house of quality can best be described as the relationships between customer desires and performance measures.

Question 8

Value stream mapping is used to gain understanding of the physical flow of goods and services that add value.

Question 9

A poka yoke is identified in a service blueprint.

Question 10

Business process analysis starts with a clean slate.

Question 11

The advantage of make-to-order is that customers get an immediate response to their order.

Question 12

A widely used approach for guiding product and design so that customer expectations are met is:

A) Designing for manufacturability
B) Business process analysis
C) Quality Function Deployment
D) Reengineering
E) Concurrent engineering

Question 13

Integrating process design and new product or service design is referred to as:

A) Designing for manufacturability
B) Business process analysis
C) Quality Function Deployment
D) Reengineering
E) Concurrent engineering

Question 14

Concurrent engineering

A) Includes design for quality
B) Eliminates nonvalue-adding steps in processes
C) Reduces the time required to complete all design functions
D) Identifies parallel processes and makes them sequential

Question 15

A concurrent design approach that focuses on reducing transportation costs through product design is

A) Design for cost
B) Design for logistics
C) Design for test
D) Design for assembly

Question 16

In the product/process matrix, the types of processes include

A) Process-oriented, product-oriented, and cellular
B) Projects, job shop, batch production, assembly lines, and continuous flow
C) Assembly lines, non-discrete, and discrete processes
D) Make-to-stock, make-to-order, assemble-to-order

Question 17

Customer contact has the following negative and positive effects for a service:

A) Increased fixed costs and decreased variable costs
B) Increased process time, but decreased process efficiency
C) Higher outputs but lower quality
D) Decreased efficiency and increased sales opportunity

Question 18

Conceptually, what type of layout can be viewed as a linear series of processing steps?

A) Product-oriented layout
B) Process-oriented layout
C) Functional layout
D) Cellular layout
E) Mixed layout

Question 19

The layout utilized by service businesses such as hospitals, large legal firms and banks is referred to as:

A) Product-oriented layout
B) Process-oriented layout
C) Cellular layout
D) Mixed layout
E) None of the above

Question 20

Which of the following statement are true of process-oriented layouts?

A) Process-oriented layouts are also sometimes called functional layouts
B) Process-oriented layouts enable flexibility and customization
C) Process-oriented layouts provide the necessary resources in a fixed sequence that matches the sequence . of the steps required to produce the product or service.
D) Both A and B
E) A, B, and C

Question 21

Transportation time and cost of moving customers is a disadvantage of:

A) Product-oriented layouts
B) Process-oriented layouts
C) Cellular layouts
D) Mixed layouts
E) None of the above

Question 22

Which of these environments generally utilizes a product-oriented layout because of its compatibility with higher-production volume?

A) Job shop
B) Projects
C) Batch
D) Repetitive
E) None of the above

Question 23

The environment in which customers dictate the final product configuration, but components are produced in advance, is referred to as:

A) Make-to-order
B) Make-to-stock
C) Assemble-to-order
D) Process-oriented

Question 24

Which of the following is not true about quality function deployment (QFD)?

A) The QFD process moves through the four phases with the aid of a set of intertwined matrices
B) QFD translates customer needs into product and service designs that guide the corresponding process requirements
C) QFD designs products and services to meet process capabilities
D) The production-planning phase of QFD comprises of two tasks
E) The second phase of QFD is called part deployment

Question 25

In which phase of QFD are performance goals or targets translated into process requirements:

A) Product planning
B) Part deployment
C) Process planning
D) Production planning

Question 26

In what phase(s) of QFD are customer needs translated into technical definitions of product and service requirements?

A) Product planning
B) Part deployment
C) Process planning
D) Production planning

Question 27

The matrices used to aid in implementing QFD are known as

A) A value stream map
B) The house of quality
C) Process flow charts
D) A QFD blueprint

Question 28

The process improvement approach that starts with a clean slate rather than incrementally improving the process is referred to as:

A) Designing for manufacturability
B) Business process analysis
C) Quality Function Deployment
D) Reengineering
E) Concurrent engineering

Question 29

An example of a poka-yoke is.

A) Completing product and process design at the same time.
B) The elimination of nonvalue-adding activities.
C) The line of visibility.
D) An electric sensor that prevents the closing of a garage door if something is in the way.

Question 30

A service blueprint could be described as

A) A specific type of process map
B) A mistake-proofing device.
C) The goal of the service system design matrix.
D) A device used in concurrent engineering.

Question 31

A collaborative effort between product design engineers and process engineers is known as ______ ______ ______ ______ ______.

Question 32

When examining additional product or service features, the difference between the cost and the value to customers is the potential for _______.

Question 33

The two layout extremes are ________ and __________.

Question 34

_________ layouts are very common in consumer product manufacturing industries such as automobiles and electronics.

Question 35

The key advantages of process-oriented layouts are that it enables ______ and _______.

Question 36

In _________ layouts, products whose processes require similar resources are grouped into product families.

Question 37

The second phase of QFD is called _____ _______.

Question 38

The _____ ______ phase of QFD consists of translating the process requirements into a system that will be able to control processes and maintain target goals.

Question 39

The ______ _______ _______ provides the link between general process decisions and strategy for manufacturing firms.

Question 40

Processes create ______ and add ______

Question 41

The first phase of QFD is includes referred to as obtaining the ______ of the customer.

Question 42

A structured, five-step approach to continuous improvement is known as ______ _____.

Question 43

Match these items.

-Product/process matrix

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 44

Match these items.

-Quality function deployment

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 45

Match these items.

-Reengineering

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 46

Match these items.

-Service blueprinting

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 47

Match these items.

-Six sigma

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 48

Match these items.

-Value stream mapping

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 49

Match these items.

-Poka-yoke

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 50

Match these items.

-Business process analysis

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 51

Match these items.

-Line of visibility

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 52

Match these items.

-Production planning

A) Separates customers from service processes
B) Used in developing lean systems
C) Provides a mechanism to evaluate processes prior to implementation
D) Minimizing mistakes in production processes
E) Final phase of QFD
F) Starting from a clean slate
G) Incrementally improving processes
H) House of quality
I) Process types, volume, and variety
J) Structured approach to continuous improvement

Question 53

What is a service blueprint and what is it used for? Prepare a service blueprint using the example of taking your car to an auto repair shop. In the blueprint, you should: (1) identify the services visible to customer and services not visible to customer, (2) identify points critical to the success of the service, (3) identify points at which failure is most often experienced, and (4) identify the typical reaction of customers to these failures.

Question 54

Could QFD be applied to the selection and purchase of a new car? If yes, describe the different steps of the QFD process that might occur.