Week 1 Knowledge check
1.
Some may argue that the
production-line approach may not treat the process as a service process, but as
what type of process?
2.
What happens to production
efficiency as the customer exerts more influence on the system?
3.
Why do many customers like the
self-service approach to service design?
4.
Permeable systems are characterized
by being penetrable by customers via what two forms of contact?
5.
Using a project layout for building
an aircraft, why would you want to place rivets close to or even in the
fuselage?
6.
Why is the planning phase often
referred to as Phase 0 (Zero) of the generic product development process?
7.
What is a company trying to
optimize in the most common approach to developing a workcenter layout?
8.
According to the Service-System
Design Matrix, sales opportunity has what sort of relationship to production
efficiency?
9.
If an automotive service center has
an issue with a car not being clean when returned to a customer, the poka-yoke
corrective action might include what?
10.
Why would a company want to supply
a product to preferred customers during product ramp-up?
11.
A service process design flowchart
is referred to as a service
blueprint to emphasize what?
12.
Even though they use different
models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are
known for what?
13.
For which key organizational
functions are tasks and responsibilities identified for all the steps of the generic
product development process?
14.
Poka-yoke is a Japanese term for a
procedure that blocks an inevitable mistake from becoming what?
15.
Which of the following is a good
example of a continuous process layout?
