OPS 571 Week 1 Quiz 1. Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what? An unidentifiable waste A service defect A new process design flaw A reason for overproduction 2. For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process? marketing, operations, training, development marketing, design, manufacturing, other strengths, weaknesses, opportunities, threats operations, quality, personnel, finance 3. A service process design flowchart is referred to as a service blueprint to emphasize what? The importance of process design The impact of customer service The impact of blueprints The importance of system engineering 4. Even though they use different models, both the Ritz Carlton Hotel Group and Nordstrom Department Stores are known for what? The personal attention they provide their customers A self-service approach to customer service Customer facing employees who only talk to rich customers Poor customer service 5. According to the Service System Design Matrix, sales opportunity has what sort of relationship to production efficiency? Direct Relationship Equal Relationship Inverse Relationship No Relationship 6. Which of the following is a good example of a continuous process layout? A sit down restaurant An automobile manufacturing plant A home construction site A gas refinery 7. If an automotive service center has an issue with a car not being clean when returned to a customer, the pokayoke corrective action might include what? Leaving the plastic on the seat when returning the car to the customer. Leaving it up to the service tech who took care of the repair to determine if the car is clean An inspection by the person returning the car before the car is seen by the customer. Letting the customer make this determination 8. Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process? This phase is not necessary. This phase is not completed until after the project has been funded. This phase happens before the project is approved. This phase requires $0 to complete. 9. Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage? Rivets are small and you donâ€™t want to lose them Rivets should actually be placed farthest away from the fuselage. Rivets are used consistently throughout the construction process Rivets are used one time only in the construction process 10. Why do many customers like the self-service approach to service design? It provides the customer with the greatest amount of personal service. It puts the customer in control The customer is always right in this type of system. It gives the customer more opportunity to steal from a company 11. What happens to production efficiency as the customer exerts more influence on the system? Production efficiency is decreased Production efficiency is increased There is no effect on production efficiency Production efficiency is eliminated 12. Permeable systems are characterized by being penetrable by customers via what two forms of contact? Phone and face to face contact Face to face and internet contact Internet and mail contact Internet and phone contact 13. What is a company trying to optimize in the most common approach to developing a work center layout? Movement of material Number of defects Amount of required staff Work shift hours 14. Some may argue that the production line approach may not treat the process as a service process, but as what type of process? A marketing approach A quality approach An operational approach A manufacturing approach 15. Why would a company want to supply a product to preferred customers during product ramp up? Test the shipping process Identify any remaining flaws Get choice shelf positioning Help
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