ch4

Student: ___________________________________________________________________________ 1. Global teams provide diversity while eliminating conflicts and miscommunication. True False

2. A ‘House of uality! is achieved when no department in a single location has more than 1"# re$ects. True False

%. &oncurrent 'ngineering is another term for se(uential development. True False

). *ne of the main advantages of standardi+ation is that it increases the potential variety of products. True False

". A disadvantage of standardi+ation is the possibility of standardi+ing designs too early, which may ma-e it difficult to modify in the future. True False

.. /educing consumer choices ma-es service more efficient. True False

0. 1odular design increases costs of purchasing and controlling inventory compared to non2modular. True False

3. 4roduct failures can be easier to remedy with modular design. True False

5. *ne motivation for an organi+ation to redesign its product or service is to avoid the alternative of downsi+ing the organi+ation. True False

16. A ma$or benefit of &omputer Aided 7esign 8&A79 is the increased productivity of designers. True False

11. 1ost of the time what is called product or service design is actually a redesign of an e:isting product or service. True False

12. A service blueprint is (uite similar to an architectural drawing. True False

1%. The process of dismantling and inspecting a competitor!s product to discover product improvement is called benchmar-ing. True False

1). To save money, it is essential that designers revise the production capabilities to meet the re(uirements of the new products. True False

1". 1any ;< manufacturers are now shifting their focus from products to both product and process improvements. True False

1.. Applied research has the ob$ective of achieving commercial applications for new ideas. True False

10. =asic research is done with the e:pectation that discoveries will have near2term commercial application. True False

13. >7esign for production> ta-es into account the capabilities of the organi+ation to produce or deliver a given product or service. True False

15. &onsumers tend to resist purchasing products containing recycled materials. True False

26. >&oncurrent engineering> brings people concerned with manufacturing into the design phase earlier than in the >over2the2wall> approach. True False

21. >&oncurrent engineering> means that at least two engineers are involved in product design at the same time. True False

22. *ne approach to e:tending a product!s life cycle is to promote alternate uses of the product. True False

2%. > uality Function 7eployment> is a structured approach that guarantees that the highest (uality product or service will be designed. True False

2). 4roduct liability means that a manufacturer is liable for any in$uries and damages caused by a faulty product because of poor wor-manship or design. True False

2". The process of dismantling and inspecting a competitor!s product to discover improvement is called reverse engineering. True False

2.. /esearch and development 8/?79 refers to organi+ed efforts that are directed toward increasing scientific -nowledge and product 8or process9 innovation. True False

when completed. Taguchi design methods involve identifying the optimal operating or environmental conditions for a given product. True False %). True False %1. True False %". /obust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions. 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. uality function deployment 8 F79 is based on a set of standards which relate customer re(uirements to company capabilities. True False . True False 25.20. True False 23. they >house> all of the customer!s (uality re(uirements. service. True False %%. /e2manufacturing refers to removing some of the components of old products and reusing them in new products. <ervice design often must ta-e into account the degree of customer contact re(uired. The (uality function deployment 8 F79 matrices are often referred to as the >House of uality> because. /eliability refers to the ability of a product to perform its intended function under normal conditions. True False %6. <tandardi+ation refers to the e:tent to which there is absence of variety in a product. or process. True False %2.

/eliability can be improved by the use of bac-up components. 7elayed differentiation and modular design are tactics for mass customi+ation.. Applied research is the ma$or / ? 7 effort of business organi+ations because of the desire for commercial applications. True False %5. True False )6. particularly when systems are running under different conditions. True False . True False )). True False %3. True False )2. The term failure as applied to reliability means that a part or item does not function at all. True False )%. True False %0.%. /eliability can be defined in terms of a particular point in time or in terms of length of service. The goal of life2cycle assessment is to incorporate the environmental impact of products or services into product2design or service2design decision2ma-ing. True False )1. &ommonality of components is beneficial for manufacturing but not for services. @ife2cycle assessment involves incorporating where the product or service is in its life2cycle into system2 design decision2ma-ing. <tandardi+ation can at times lead to serious difficulties and competitive struggles.

/e2engineering )5. The goal of value analysis is to find ways of AAAAAAA. 'thical impact =. Bncorporating multiple cultural values in global system design 7. *ne way to increase reliability is toE A. /e2use and /ecycle 2 are more applicable in service design than in product design. Chen considering re2use issues for a given product. Bncorporating design for disassembly 87F79 principles in product design helps firms with AAAAAAAAAAA design issues. True False ). improve component design =. /educed standardi+ation costs '. A. =oth B and BB )0. increase mean repair time 7. A. BBB.. @egal =. &ompliance with regulatory environments &. an important factor to ta-e into account is that product!s AAAAAAA. /everse engineering '. none of the above . <ocial &. 7urability 7. 7esigning for recycling helps facilitate AAAAAA. 7esign for assembly '. increase the number of service stations &. Bmproving the performance of the product or service &. =oth B and BBB '. /educed legal liability =. A. Done of the above )3. BB. B. Done of the above "6. The three /s 2 /educe. increase the number of dependent components '. /educing the cost of parts and materials =. Bncreased product reliability 7. /e2use 7. A. /eliability &.)".

nderstand the time variability involved '. . to increase the level of customer satisfaction 7. The diversity of an international team may be a detriment 7. creeping featurism &. 'liminate boundaries for the service and decide on the level of interaction needed =. increase mean repair time 7. but in the eyes of some customers these new features ma-e the phones less desirable. *ne way to increase reliability is toE A. The product designed may have increased mar-etability and utility &. robust design =. *ne step that isn!t part of service blueprinting isE A. A disadvantage of global teams for product design is thatE A. to increase the level of employee satisfaction &. Technology allows constant contact with team members "). This is an e:ample of AAAAAAAAA. to attract and increase customer demand '. 7evelop time estimates for each phase of the process 7. to increase (uality "%. 'ase of face to face meetings is absent since members are located everywhere '. &ustomers may have different needs in different countries =. Bdentify and determine the se(uence of customer and service actions and interactions &. 1obile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communications devices. eliminate bac-up component =. Bdentify potential failure points and develop a plan to minimi+e them . component commonality "". increase the number of independent components '. Chich of the following is not a reason for redesigning a product or serviceF A. none of the above "2. to reduce labor or material cost =."1. sustainable design 7. A. (uality function deployment '. improve preventive maintenance procedures &.

productHservice matri: "5. generic =. <ervice 1atri: . B. commercial research "0. BBB. applied research &. A. BG '. development 7. BBB 7. copy2cat &. The advantages of standardi+ation include which of the followingF 8B. number of configurations of modules decreases 7. BB. 4roducts or services with a high degree of similarity of features and components are calledE A.9 /educed training cost and time 8BG. BB =. =i2polar =. inventory problems arise .9 4urchasing is more routine A. BG &. B. rip2offs 7. B. basic research =. The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications isE A. *ne possible disadvantage of modular design is thatE A. 4areto 7.6.9 Fewer parts to deal with in inventory 8BBB. BB. Iano &. product families '.". individual parts lose their identities '. BBB.9 The opportunity to free+e design at a very early stage 8BB. failure diagnosis is more comple: &. B.. >e:pected> and >e:citement> characteristics are categories in the AAAA model. >1ust have>. replacement and repair is more difficult =. redesign '. BB. BG "3. uality '.

Chich one of the following is not a factor of successful product and service designF A. -now what government regulations are 7. The company can go ahead and release the version now and correct flaws with subse(uent patches or upgrades. research and development departments 7.". all of the above . design for production . Chich of the following statements about &A7 is not trueF A. conceptually appropriate design =.1. Bt re(uires a good data base. Bn the area of product and service design. computer aided design &. production departments '. the acronym &A7 refers toE A. &. vaporware 7.. This is an e:ample of AAAAA. value analysis &. Bt increases the productivity of designers. '. or it can wait until the new version is reasonably bug2free. . <ome systems permit engineering or cost analysis of proposed designs. be aware of what customers want &. =. concurrent engineering '. -now what new technologies are available .2.). completely automated design . 7. A. Bt uses computer graphics. Bdeas for new or improved designs can come fromE A. life2cycle analysis =. competitive advantage design '. be aware of what the competitors are doing =. use computeri+ed design techni(ues '. competitors &. customers =.%. Bt is used successfully by all manufacturing companies. A software company is weighing whether to release a new version of its software. commercial applications design 7.

5. &. customer satisfaction &. variety '.. There is less visibility to customers. reverse engineering 7. <ervice design tends to focus on tangible factors. 7. average length of time on the $ob &. disassembly . average age of the capital e(uipment . customer integration '. longer lead times 7. =. total years of business e:perience 7.. The process of dismantling and inspecting a competitor!s new or revised product for the purpose of gleaning design ideas is calledE A.3. (uality function deployment 7. 06. a product development team . average age of employees =. The term ‘standardi+ation! is closely associated withE A. The term ‘degrees of newness! is associated withE A. There is no difference. customi+ation =. The structural approach for integrating customer re(uirements into every aspect of product development is -nown asE A.0. There is less latitude in detecting and correcting errors prior to delivery. design by imitation =. total (uality management =. There is a lesser re(uirement to be aware of competitors! offerings. product analysis &. interchangeability . degree of design change '.. <ervice design generally differs from product design in which of the following waysF A. benchmar-ing '. high cost &. '.

/e2manufactured products can be sold at lower cost. standardi+ation 7. focus groups 7. conduct design review '. 0". 7istributed computer networ-s 7. 7elphi techni(ue '. salesHmar-eting matri: 0). =.ser friendly =. and ethical issues =. performance applied research . . Chich of the following is not true about re2manufacturingF A. Chich of the following is an issue that designers must ta-e into account in product and service designF A. &. (uality function deployment 8 F79 &. 'asy to sustain 0%. reliability &. /obust &. &ost effective '. conduct mar-et test &. *ne of these is not a characteristic of a well2designed service systemE A. Chich of the following is not one of the phases of product design and developmentF A.01. legal. range of operating conditions '. 7. A formal way to document customer re(uirements isE A. consumer surveys =. '. specify process specifications 7. specify product specifications =. all of the above 02. /e2manufacturing is mainly carried out by small and mid2si+ed companies. environmental. The process re(uires mostly uns-illed and semis-illed wor-ers. Bt produces high (uality products easily. There is less depletion of natural resources.

A. Bn services. bac-2of2the2house 7. translating basic research into applied research =. 'lements of the service process in which there is little to no contact with the customer are referred to as AAAAAAAAAAAA.. estimating customer satisfaction with the service process .0. evaluating ways of standardi+ing service elements with component commonality '. mission2consistent 00. robust =. identifying and determining the se(uence of customer and service actions and interactions &. A. delayed differentiators &. flowcharts are useful for AAAAAAAAAAAAAAA. developing time estimates for each phase of the service process 7. user2friendly '.

A ‘House of uality! is achieved when no department in a single location has more than 1"# re$ects. AACSB: Diversity Blooms: Understand Difficulty: Medium Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (# )o'ic Area: *lobal +roduct and Service Design 2.ch) Iey 1. AACSB: .emember Difficulty: . AACSB: . &oncurrent 'ngineering is another term for se(uential development. FALSE . Global teams provide diversity while eliminating conflicts and miscommunication.eflective )%in-ing Blooms: . FALSE The house of (uality is a means of integrating the voice of the customer into the product or service development process.asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1 )o'ic Area: Ot%er Design Considerations %. FALSE &oncurrent engineering involves simultaneous product and production development.sing globally diverse design teams increases the ris-s of conflicts and miscommunication.emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($ )o'ic Area: Designing for +roduction .eflective )%in-ing Blooms: .

AACSB: . TRUE <tandardi+ation loc-s firms into designs that aren!t easily changed. which may ma-e it difficult to modify in the future.eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6 )o'ic Area: Ot%er Design Considerations . AACSB: . A disadvantage of standardi+ation is the possibility of standardi+ing designs too early. FALSE <tandardi+ation reduces the variety of products. AACSB: .asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (5 )o'ic Area: Service Design 0. AACSB: . TRUE 'fficiency comes from the standardi+ation that results from reduced consumer choices. FALSE 1odular designs ma-e inventory management easier and cheaper. /educing consumer choices ma-es service more efficient.). 1odular design increases costs of purchasing and controlling inventory compared to non2modular.eflective )%in-ing Blooms: Understand Difficulty: . *ne of the main advantages of standardi+ation is that it increases the potential variety of products.eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (4 )o'ic Area: Ot%er Design Considerations .eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" $ ..ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (! )o'ic Area: Ot%er Design Considerations ".

eflective )%in-ing Blooms: . A ma$or benefit of &omputer Aided 7esign 8&A79 is the increased productivity of designers.asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (# )o'ic Area: Designing for +roduction .asy Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (/ )o'ic Area: 8ntroduction 16.emember Difficulty: . AACSB: .3.eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (7 )o'ic Area: Ot%er Design Considerations 5. TRUE &A7 tends to greatly increase designers! productivity. AACSB: . TRUE The threat of downsi+ing often spurs product or service redesign. 4roduct failures can be easier to remedy with modular design. AACSB: . TRUE 1odular designs ma-e it easy to change only portions of the design.emember Difficulty: .eflective )%in-ing Blooms: . *ne motivation for an organi+ation to redesign its product or service is to avoid the alternative of downsi+ing the organi+ation.

eflective )%in-ing Blooms: .emember Difficulty: . AACSB: . 1ost of the time what is called product or service design is actually a redesign of an e:isting product or service. TRUE A service blueprint shows the basic customer and service actions involved in a service operation.asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#$ )o'ic Area: 8dea *eneration . A service blueprint is (uite similar to an architectural drawing.emember Difficulty: . AACSB: . TRUE .11. FALSE 7ismantling and inspecting a competitor!s product to discover product improvement is called reverse engineering.eflective )%in-ing Blooms: .sually the core product or service remains relatively unchanged even though other features are modified or enhanced.emember Difficulty: . AACSB: .asy Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (## )o'ic Area: 8ntroduction 12. The process of dismantling and inspecting a competitor!s product to discover product improvement is called benchmar-ing.asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (#1 )o'ic Area: Service Design 1%.eflective )%in-ing Blooms: .

emember Difficulty: Medium Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (#4 )o'ic Area: 8ntroduction 1. AACSB: . it is essential that designers revise the production capabilities to meet the re(uirements of the new products.1).. To save money. TRUE Applied research is aimed at commerciali+ing basic research. TRUE =oth product and process must be considered in the productHservice design (uestion. AACSB: .< manufacturers are now shifting their focus from products to both product and process improvements. FALSE <aving money re(uires designers to ensure that new products can be produced using e:isting production capabilities. 1any .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#5 )o'ic Area: 8dea *eneration .emember Difficulty: . AACSB: . Applied research has the ob$ective of achieving commercial applications for new ideas.eflective )%in-ing Blooms: .eflective )%in-ing Blooms: .eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (#! )o'ic Area: Designing for +roduction 1".

AACSB: .emember Difficulty: .emember Difficulty: . AACSB: .10. TRUE Bn concurrent engineering people concerned with manufacturing are actively engaged in the design phase.asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#6 )o'ic Area: 8dea *eneration 13.emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (#/ )o'ic Area: .nvironmental :actors: Sustainability 26. FALSE &onsumers are beginning to respond positively when informed that their purchases contain recycled materials. FALSE =asic research is done with no clear e:pectations regarding commercial application. &onsumers tend to resist purchasing products containing recycled materials. >&oncurrent engineering> brings people concerned with manufacturing into the design phase earlier than in the >over2the2wall> approach.eflective )%in-ing Blooms: . AACSB: . TRUE 7esign for production is important to ensure that product or service design decisions are feasible.asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (#7 )o'ic Area: Designing for +roduction 15.eflective )%in-ing Blooms: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1 )o'ic Area: Designing for +roduction . AACSB: . =asic research is done with the e:pectation that discoveries will have near2term commercial application.emember Difficulty: .eflective )%in-ing Blooms: . >7esign for production> ta-es into account the capabilities of the organi+ation to produce or deliver a given product or service.eflective )%in-ing Blooms: .

asy Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (11 )o'ic Area: .21. AACSB: . *ne approach to e:tending a product!s life cycle is to promote alternate uses of the product.emember Difficulty: . FALSE &oncurrent engineering means that engineers. AACSB: . AACSB: .eflective )%in-ing Blooms: . > uality Function 7eployment> is a structured approach that guarantees that the highest (uality product or service will be designed.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (1$ )o'ic Area: Ot%er Design Considerations . >&oncurrent engineering> means that at least two engineers are involved in product design at the same time.eflective )%in-ing Blooms: .emember Difficulty: .eflective )%in-ing Blooms: .asy Learning Objective: !" $ . mar-eting. manufacturing and purchasing personnel often are $ointly involved in the product design. FALSE uality Function 7eployment ensures that the voice of the customer is integrated into the product or service design (uestion.emember Difficulty: . TRUE Alternate uses e:tend product life cycles.nvironmental :actors: Sustainability 2%.asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1# )o'ic Area: Designing for +roduction 22.

asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (14 )o'ic Area: Legal and .emember Difficulty: .t%ical Considerations 2.eflective )%in-ing Blooms: . AACSB: .2).asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (15 )o'ic Area: 8dea *eneration .t%ics Blooms: . The process of dismantling and inspecting a competitor!s product to discover improvement is called reverse engineering. TRUE /everse engineering is a legitimate means of evaluating the competitive landscape.emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (1! )o'ic Area: Legal and . /esearch and development 8/?79 refers to organi+ed efforts that are directed toward increasing scientific -nowledge and product 8or process9 innovation.t%ical Considerations 2".emember Difficulty: .t%ics Blooms: . TRUE 4roduct or process innovations often result from deliberate /?7 programs.. TRUE 4roduct liability is a serious issue for manufacturers. 4roduct liability means that a manufacturer is liable for any in$uries and damages caused by a faulty product because of poor wor-manship or design. AACSB: . AACSB: .

ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (16 )o'ic Area: Ot%er Design Considerations 23.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (1/ )o'ic Area: .asy Learning Objective: !" $ .20.emember Difficulty: . AACSB: . service.asy Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (17 )o'ic Area: .emember Difficulty: . 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. <tandardi+ation refers to the e:tent to which there is absence of variety in a product.eflective )%in-ing Blooms: . TRUE /e2manufacturing is a way of increasing sustainability.uman :actors . AACSB: .asy Learning Objective: !" $ . /e2manufacturing refers to removing some of the components of old products and reusing them in new products. or process. AACSB: .emember Difficulty: . TRUE <tandardi+ation reduces variety and leads to greater efficiency.nvironmental :actors: Sustainability 25.eflective )%in-ing Blooms: .eflective )%in-ing Blooms: . TRUE How long a product stays in a particular phase of its life cycle depends greatly on the rate of technological change.

FALSE /obust designs perform satisfactorily across a wide range of conditions. AACSB: . AACSB: .%6.eflective )%in-ing Blooms: Understand Difficulty: .ard Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($1 )o'ic Area: Ot%er Design Considerations . /obust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions.emember Difficulty: .eflective )%in-ing Blooms: . FALSE F7 relates customer re(uirements to product designs and the capabilities necessary to carry these designs out.emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($# )o'ic Area: Ot%er Design Considerations %2. uality function deployment 8 F79 is based on a set of standards which relate customer re(uirements to company capabilities.asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($ )o'ic Area: Ot%er Design Considerations %1. Taguchi design methods involve identifying the optimal operating or environmental conditions for a given product. FALSE Taguchi design methods involve designing products that are relatively insensitive to environmental factors.eflective )%in-ing Blooms: . AACSB: .

/eliability refers to the ability of a product to perform its intended function under normal conditions. FALSE F7 matrices lin. The (uality function deployment 8 F79 matrices are often referred to as the >House of uality> because. AACSB: . when completed.. Applied research is the ma$or / ? 7 effort of business organi+ations because of the desire for commercial applications. they >house> all of the customer!s (uality re(uirements.emember Difficulty: .customer re(uirements with other productHprocess design elements.eflective )%in-ing Blooms: . TRUE &ustomer contact is a critical service design issue. TRUE 1ost business organi+ations focus on applied rather than basic research.emember Difficulty: .asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! ($! )o'ic Area: Service Design %".eflective )%in-ing Blooms: .eflective )%in-ing Blooms: .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! ($5 )o'ic Area: 8dea *eneration .%%. AACSB: .asy Learning Objective: !" $ .emember Difficulty: . <ervice design often must ta-e into account the degree of customer contact re(uired.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! ($4 )o'ic Area: Ot%er Design Considerations %.emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($$ )o'ic Area: Ot%er Design Considerations %).eflective )%in-ing Blooms: . AACSB: . AACSB: . TRUE Greater reliability translates into a greater li-elihood of the product wor-ing in normal conditions.

asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (! )o'ic Area: Ot%er Design Considerations .%0.eflective )%in-ing Blooms: . /eliability can be defined in terms of a particular point in time or in terms of length of service. FALSE Bt is the lac.emember Difficulty: .ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! ($7 )o'ic Area: Ot%er Design Considerations %5. TRUE /eliable designs can be counted on to wor. AACSB: . AACSB: . FALSE <ervices can benefit from commonality in service elements. The term failure as applied to reliability means that a part or item does not function at all.emember Difficulty: Medium Learning Objective: !"# . &ommonality of components is beneficial for manufacturing but not for services.ecogni2e several -ey issues in service design& Stevenson " C%a'ter ! ($6 )o'ic Area: Service Design %3.of standardi+ation that can at times lead to serious difficulties and competitive struggles. <tandardi+ation can at times lead to serious difficulties and competitive struggles. FALSE Failure means that the part or item does not function as it should.over time.eflective )%in-ing Blooms: . AACSB: .emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($/ )o'ic Area: Ot%er Design Considerations )6.eflective )%in-ing Blooms: .eflective )%in-ing Blooms: . particularly when systems are running under different conditions. AACSB: .emember Difficulty: Medium Learning Objective: !" $ .

eflective )%in-ing Blooms: .emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!$ )o'ic Area: . FALSE @ife2cycle assessment involves assessing the environmental impact of a product or service as it goes through its useful life.eflective )%in-ing Blooms: . /eliability can be improved by the use of bac-up components. AACSB: .emember Difficulty: .eflective )%in-ing Blooms: . 7elayed differentiation and modular design are tactics for mass customi+ation. TRUE Adding a bac-up component is often cheaper than increasing the reliability of a given component. AACSB: . TRUE These allow variety without giving up too much in the way of standardi+ation. @ife2cycle assessment involves incorporating where the product or service is in its life2cycle into system2 design decision2ma-ing.nvironmental :actors: Sustainability . AACSB: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (!# )o'ic Area: Ot%er Design Considerations )2.emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (!1 )o'ic Area: Ot%er Design Considerations )%.)1.

. TRUE @ife2cycle assessment involves assessing the environmental impact of a product or service as it goes through its useful life.emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!5 )o'ic Area: . /educing the cost of parts and materials =.emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!! )o'ic Area: .eflective )%in-ing Blooms: .)). =oth B and BB Bn value analysis an attempt is made to reduce the cost andHor improve the performance of the product.emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!4 )o'ic Area: . The three /s 2 /educe. /e2use and /ecycle 2 are more applicable in service design than in product design. AACSB: . Bmproving the performance of the product or service &. AACSB: . =oth B and BBB E. Bncorporating multiple cultural values in global system design 7. The goal of value analysis is to find ways of AAAAAAA.nvironmental :actors: Sustainability ). The goal of life2cycle assessment is to incorporate the environmental impact of products or services into product2design or service2design decision2ma-ing.eflective )%in-ing Blooms: .eflective )%in-ing Blooms: .nvironmental :actors: Sustainability )". B.nvironmental :actors: Sustainability . BBB. BB. AACSB: . A. FALSE <ervices cannot be re2used or recycled.

7urability 7.nvironmental :actors: Sustainability )3.emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!7 )o'ic Area: . A. Chen considering re2use issues for a given product. 7esigning for recycling helps facilitate AAAAAA. &ompliance with regulatory environments &. /e2engineering /efurbished products must first be disassembled. A. /educed legal liability B.eflective )%in-ing Blooms: . Bncorporating design for disassembly 87F79 principles in product design helps firms with AAAAAAAAAAA design issues.eflective )%in-ing Blooms: .emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!6 )o'ic Area: . Done of the above /egulatory environments are increasingly focused on encouraging recycling.emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!/ )o'ic Area: . /educed standardi+ation costs '. an important factor to ta-e into account is that product!s AAAAAAA. 'thical impact =.eflective )%in-ing Blooms: . @egal =. A. <ocial C.nvironmental :actors: Sustainability .nvironmental :actors: Sustainability )5. Done of the above /emanufacturing refers to refurbishing used products. 7esign for assembly E. AACSB: .)0. AACSB: . /everse engineering '. /e2use 7. Bncreased product reliability 7. /eliability &. AACSB: .

none of the above Another way is to add bac-up components.asy Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (41 )o'ic Area: 8ntroduction . AACSB: . to increase the level of customer satisfaction 7. none of the above 4reventative maintenance leads to longer intervals between brea-downs. to attract and increase customer demand '. increase mean repair time 7. improve preventive maintenance procedures &.asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (4# )o'ic Area: Ot%er Design Considerations "2."6. eliminate bac-up component B. *ne way to increase reliability is toE A.eflective )%in-ing Blooms: . improve component design =. increase the number of dependent components '.emember Difficulty: . to increase the level of employee satisfaction &. *ne way to increase reliability is toE A. AACSB: .emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (4 )o'ic Area: Ot%er Design Considerations "1. to reduce labor or material cost B. increase the number of service stations &. AACSB: . increase mean repair time 7. increase the number of independent components '.eflective )%in-ing Blooms: Understand Difficulty: . to increase (uality A product or service redesign does not necessarily involve improving employee satisfaction. Chich of the following is not a reason for redesigning a product or serviceF A.eflective )%in-ing Blooms: .

Technology allows constant contact with team members Bf face to face interaction is re(uired. A.emember Difficulty: Medium Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (4! )o'ic Area: .ecogni2e several -ey issues in service design& Stevenson " C%a'ter ! (44 )o'ic Area: Service Design . but in the eyes of some customers these new features ma-e the phones less desirable. The product designed may have increased mar-etability and utility &. robust design B. 'ase of face to face meetings is absent since members are located everywhere '.eflective )%in-ing Blooms: Understand Difficulty: . 7evelop time estimates for each phase of the process 7.nderstand the time variability involved '. AACSB: .eflective )%in-ing Blooms: . component commonality &ustomer satisfaction isn!t strictly dependent on the number of features a product offers. global design teams might not be a viable option. *ne step that isn!t part of service blueprinting isE A. &ustomers may have different needs in different countries =. Bdentify and determine the se(uence of customer and service actions and interactions &. AACSB: Diversity Blooms: Understand Difficulty: Medium Learning Objective: !" $ . Bdentify potential failure points and develop a plan to minimi+e them 7efining boundaries is a critical part of service blueprinting. AACSB: . 1obile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communications devices. 'liminate boundaries for the service and decide on the level of interaction needed =. This is an e:ample of AAAAAAAAA. A disadvantage of global teams for product design is thatE A.uman :actors "". creeping featurism &. (uality function deployment '."%.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (4$ )o'ic Area: *lobal +roduct and Service Design "). . The diversity of an international team may be a detriment D. sustainable design 7.ard Learning Objective: !"# .

BG &.eflective )%in-ing Blooms: . BB.".9 4urchasing is more routine A.eflective )%in-ing Blooms: Understand Difficulty: . commercial research 7evelopment is the conversion of applied research into useful commercial applications.9 The opportunity to free+e design at a very early stage 8BB.emember Difficulty: Medium Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (45 )o'ic Area: 8dea *eneration "0. B. redesign '. The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications isE A. BBB D.9 Fewer parts to deal with in inventory 8BBB. AACSB: . BB =. development 7. BG '.9 /educed training cost and time 8BG.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (46 )o'ic Area: Ot%er Design Considerations . B. BBB. B. BB. applied research C.. BB. AACSB: . B. The advantages of standardi+ation include which of the followingF 8B. BG <tandardi+ation doesn!t necessarily help in free+ing designs early.ard Learning Objective: !" $ . basic research =. BBB.

eflective )%in-ing Blooms: . failure diagnosis is more comple: C. AACSB: .ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (4/ )o'ic Area: Designing for +roduction . inventory problems arise 1odular designs do have the effect of reducing variety. 4roducts or services with a high degree of similarity of features and components are calledE A. rip2offs D."3. *ne possible disadvantage of modular design is thatE A. individual parts lose their identities '.eflective )%in-ing Blooms: .eflective )%in-ing Blooms: . >1ust have>. A. AACSB: . productHservice matri: 7elineating product families helps lead to component commonality. Iano &.6. replacement and repair is more difficult =. <ervice 1atri: The Iano model is an alternative to >more is better> design approaches. product families '. =i2polar B. uality '.emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (5 )o'ic Area: Ot%er Design Considerations .emember Difficulty: Medium Learning Objective: !" $ . AACSB: . copy2cat &.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (47 )o'ic Area: Designing for +roduction "5.emember Difficulty: Medium Learning Objective: !" $ . generic =. >e:pected> and >e:citement> characteristics are categories in the AAAA model. number of configurations of modules decreases 7. 4areto 7.

Chich of the following statements about &A7 is not trueF A. AACSB: . -now what new technologies are available &omputeri+ed design techni(ues don!t necessarily lead to successful product and service design. <ome systems permit engineering or cost analysis of proposed designs. AACSB: . Bt is used successfully by all manufacturing companies. =. commercial applications design 7.emember Difficulty: . competitive advantage design '. E.. Chich one of the following is not a factor of successful product and service designF A. the acronym &A7 refers toE A. conceptually appropriate design B. &.eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" $ . 7. completely automated design &A7 can increase the productivity of product designers.%.1. be aware of what the competitors are doing =.eflective )%in-ing Blooms: .ard Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (51 )o'ic Area: Designing for +roduction . computer aided design &. AACSB: . Dot all manufacturers use &A7.2. Bt re(uires a good data base.asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (5# )o'ic Area: Designing for +roduction . Bt uses computer graphics. -now what government regulations are D. be aware of what customers want &.eflective )%in-ing Blooms: .emember Difficulty: . Bn the area of product and service design.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (5$ )o'ic Area: Designing for +roduction . use computeri+ed design techni(ues '. Bt increases the productivity of designers.

asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (54 )o'ic Area: 8dea *eneration ..emember Difficulty: . benchmar-ing '. design by imitation =.emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (5! )o'ic Area: Legal and . AACSB: .. AACSB: . life2cycle analysis =. The company can go ahead and release the version now and correct flaws with subse(uent patches or upgrades. Bdeas for new or improved designs can come fromE A. A. A software company is weighing whether to release a new version of its software.asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (55 )o'ic Area: 8dea *eneration .eflective )%in-ing Blooms: .t%ics Blooms: . The process of dismantling and inspecting a competitor!s new or revised product for the purpose of gleaning design ideas is calledE A. disassembly /everse engineering can be a good source of ideas for product design. or it can wait until the new version is reasonably bug2free.t%ical Considerations .eflective )%in-ing Blooms: . concurrent engineering '. product analysis C. vaporware 7. production departments E. This is an e:ample of AAAAA.emember Difficulty: .". all of the above &ompanies loo. customers =. AACSB: . reverse engineering 7. value analysis C. design for production Gaporware is attractive from some perspectives but not from others.).to many sources for ideas for new or improved designs. competitors &.. research and development departments 7.

7.emember Difficulty: .! AACSB: . *ften service design flaws are not discovered until some customers have been served. AACSB: . average age of the capital e(uipment <uperficial design changes are low in ‘degrees of newness. customi+ation =. There is no difference.0.eflective )%in-ing Blooms: . <ervice design generally differs from product design in which of the following waysF A. <ervice design tends to focus on tangible factors. The term ‘standardi+ation! is closely associated withE A.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (56 )o'ic Area: Ot%er Design Considerations . AACSB: . '. degree of design change '.. B.3. &.emember Difficulty: Medium Learning Objective: !" $ . There is less latitude in detecting and correcting errors prior to delivery. average length of time on the $ob &.ard Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (5/ )o'ic Area: Service Design . variety E.ard Learning Objective: !" $ . high cost &.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (57 )o'ic Area: Ot%er Design Considerations . There is less visibility to customers.eflective )%in-ing Blooms: . total years of business e:perience D.eflective )%in-ing Blooms: . The term ‘degrees of newness! is associated withE A. longer lead times 7. There is a lesser re(uirement to be aware of competitors! offerings.5.emember Difficulty: . interchangeability 1odular designs depend on standardi+ed parts that are interchangeable. average age of employees =.

total (uality management =. . 'asy to sustain Cell2designed service systems tend to be user friendly. customer satisfaction C. and ethical issues =.eflective )%in-ing Blooms: .emember Difficulty: Medium Learning Objective: !" $ . 7istributed computer networ-s 7. Chich of the following is an issue that designers must ta-e into account in product and service designF A. robust. customer integration '. AACSB: .06. environmental. AACSB: . a product development team uality Function 7eployment brings the voice of the customer into the product development process. all of the above 7esigns must reflect a large number of factors. /obust C.eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"#1 List t%e c%aracteristics of <ell"designed service systems& Stevenson " C%a'ter ! (61 )o'ic Area: Service Design . standardi+ation 7.asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6 )o'ic Area: Ot%er Design Considerations 01. cost2effective and easy to sustain. The structural approach for integrating customer re(uirements into every aspect of product development is -nown asE A.eflective )%in-ing Blooms: . AACSB: .ser friendly =. &ost effective '.emember Difficulty: . reliability &. legal. *ne of these is not a characteristic of a well2designed service systemE A.ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (6# )o'ic Area: 8dea *eneration 02. range of operating conditions E. (uality function deployment 7.

D.eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (6! )o'ic Area: . '. conduct design review E.emember Difficulty: Medium Learning Objective: !" 7 Briefly describe t%e '%ases in 'roduct design and develo'ment& Stevenson " C%a'ter ! (64 )o'ic Area: +%ases in +roduct Design and Develo'ment .0%.emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6$ )o'ic Area: Ot%er Design Considerations 0). AACSB: . /e2manufacturing can be a very difficult and costly process.eflective )%in-ing Blooms: . (uality function deployment 8 F79 &. specify process specifications 7. /e2manufacturing is mainly carried out by small and mid2si+ed companies. A formal way to document customer re(uirements isE A. &. 7elphi techni(ue '.nvironmental :actors: Sustainability 0". conduct mar-et test &. /e2manufactured products can be sold at lower cost. focus groups 7. The process re(uires mostly uns-illed and semis-illed wor-ers. =. specify product specifications =. consumer surveys B. performance applied research 4roduct design and development begins after applied research has been done. salesHmar-eting matri: F7 brings the voice of the customer into the design process. AACSB: . There is less depletion of natural resources.eflective )%in-ing Blooms: . Chich of the following is not one of the phases of product design and developmentF A. Chich of the following is not true about re2manufacturingF A. AACSB: . Bt produces high (uality products easily.

identifying and determining the se(uence of customer and service actions and interactions &. AACSB: .0. mission2consistent Those elements involving substantial contact with the customer are referred to as >front2of2the2house> operations. Bn services.eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" # . robust =. evaluating ways of standardi+ing service elements with component commonality '.='lain t%e strategic im'ortance of 'roduct and service design& Stevenson " C%a'ter ! (65 )o'ic Area: O'erations Strategy 00. flowcharts are useful for AAAAAAAAAAAAAAA.. user2friendly '.eflective )%in-ing Blooms: . estimating customer satisfaction with the service process The customer2service interaction is depicted using flowcharts. translating basic research into applied research B. A.emember Difficulty: Medium Learning Objective: !"## 0ame t%e '%ases in service design& Stevenson " C%a'ter ! (66 )o'ic Area: Service Design . 'lements of the service process in which there is little to no contact with the customer are referred to as AAAAAAAAAAAA. bac-2of2the2house 7. AACSB: . delayed differentiators C. developing time estimates for each phase of the service process 7. A.

@earning *b$ectiveE 6)263 =riefly describe the phases in product design and development. @earning *b$ectiveE 6)216 /ecogni+e several -ey issues in service design.1 1.ch) <ummary Category AA&<=E 7iversity AA&<=E 'thics AA&<=E /eflective Thin-ing =loomsE /emember =loomsE . @earning *b$ectiveE 6)26" 7iscuss the importance of legalJ ethicalJ and sustainability considerations in product and service desi gn. <tevenson 2 &hapter 6) Topic AreaE 7esigning for 4roduction Topic AreaE 'nvironmental FactorsE <ustainability Topic AreaE Global 4roduct and <ervice 7esign Topic AreaE Human Factors Topic AreaE Bdea Generation Topic AreaE Bntroduction Topic AreaE @egal and 'thical &onsiderations Topic AreaE *perations <trategy Topic AreaE *ther 7esign &onsiderations Topic AreaE 4hases in 4roduct 7esign and 7evelopment Topic AreaE <ervice 7esign ( of >uestio ns 2 % 02 . @earning *b$ectiveE 6)26% /ecogni+e the -ey (uestions of product and service design. @earning *b$ectiveE 6)21% Assess some of the challenges of service design. @earning *b$ectiveE 6)211 Dame the phases in service design. %5 1 " 1) 5 1% 1 2" 2 1 1 " 00 11 11 2 2 5 ) % 1 2" 1 3 . @earning *b$ectiveE 6)265 Dame several -ey issues in manufacturing design. %2 . @earning *b$ectiveE 6)212 @ist the characteristics of well2designed service systems. @earning *b$ectiveE 6)26) @ist some of the main sources of design ideas. @earning *b$ectiveE 6)262 Bdentify some -ey reasons for design or redesign.nderstand 7ifficultyE 'asy 7ifficultyE Hard 7ifficultyE 1edium @earning *b$ectiveE 6)261 ':plain the strategic importance of product and service design.