LECTURE 4 (CHAPTER 4) PRODUCT & SERVICE DESIGN RELIABILITY

MULTIPLE CHOICE
1. The goal of value analysis is to find ways of ______
A. I. Reducing the cost of parts and materials D. Both I and III
B. II. Improving the performance of the product or service E. Both I and II
C. III. Incorporating multiple cultural values in global system design

2. When considering re-use issues for a given product, an important factor to take into account is that product's _______
A. Ethical impact D. Design for assembly
B. Reliability E. None of the above
C. Durability

3. Incorporating design for disassembly (DFD) principles in product design helps firms with _________
A. Legal D. Reverse engineering
B. Social E. Re-engineering
C. Re-use

4. Designing for recycling helps facilitate ______

A. Reduced legal liability D. Reduced standardization costs
B. Compliance with regulatory environments E. None of these
C. Increased product reliability

5. One way to increase reliability is to:

A. improve component design D. increase the number of dependent components
B. increase the number of service stations E. none of these
C. increase mean repair time

6. One way to increase reliability is to:

A. eliminate backup component D. increase the number of independent components
B. improve preventive maintenance procedures E. none of these
C. increase mean repair time

7. Which of the following is not a reason for redesigning a product or service?

A. to reduce labor or material cost D. to attract and increase customer demand
B. to increase the level of employee satisfaction E. to increase quality
C. to increase the level of customer satisfaction

8. A disadvantage of global teams for product design is that

A. Customers have different needs in different countries
B. The product may have different needs in different countries
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

9. Mobile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communication
devices, but in the eyes of some customers these new features make the phones less desirable. This is an example of ______
A. robust design D. quality function deployment
B. creeping featurism E. component commonality
C. sustainable design

10. 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
11. The R&D activity which starts after positive research results are available and attempts to turn these results into useful
commercial applications is:
A. basic research D. redesign
B. applied research E. commercial research
C. development

12. The advantages of standardization include which of the following? III Reduced training cost and time
I The opportunity to freeze design at a very early stage IV Purchasing Is more routine
II Fewer parts to deal with in inventory

A. I, II D. II, III, IV
B. I, IV E. I, II, III, IV
C. I, II, III

13. Products or services with a high degree of similarity of features and components are called:
A. generic D. product families
B. copy-cat E. product/service matrix
C. rip-offs

14. "Must have", "expected" and "excitement" characteristics are categories in the ______ model
A. Bi-polar D. Quality
B. Kano E. Service Matrix
C. Pareto

15. One possible disadvantage of modular design is that:

A. replacement and repair is more difficult D. individual parts lose their identities
B. failure diagnosis is more complex E. inventory problems arise
C. number of configurations of modular decreases

16. In the area of product and service design, the acronym CAD refers to:
A. conceptually appropriate design D. competitive advantage design
B. computer aided design E. completely automated design
C. commercial application design

17. Which of the following statements about CAD is not true?

A. It increases the productivity of designers D. It requires a good data base
B. It uses computer graphics E. It is used successfully by all manufacturing companies
C. Some systems permit engineering or cost analysis of proposed designs

18. Which one of the following is not a factor of successful product and service design?
A. be aware of what the competitors are doing D. use computerized design techniques
B. be aware of what customers want E. know what new technologies are available
C. know what government regulations are

19. 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 D. concurrent engineering
B. value analysis E. design for production
C. vaporware

20. Ideas for new or improved designs can come from:

A. customers D. production department
B. competitors E. all of these
C. research & development departments
 place and receive phone calls into handheld multimedia communication
features make the phones less desirable. This is an example of ______
Reduced training cost and time
Purchasing Is more routine