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REVIEWER > CHAP 3 OM > Flashcards

CHAP 3 OM Flashcards

1
Q

begins with product and service design. Decisions made in this area impacts organizations overall success.

A

Customer Satisfaction

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2
Q

3 Key Considerations in Process Design

A

Flexibility, Production Time, Cost

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3
Q

involves deciding on the best methods for production based on the product design, volume, and variety.

A

Process Selection

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4
Q

Ability of the production system to adapt to changes.

A

Flexibility

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5
Q

The total expenses involved in producing goods or services.

A

Cost

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6
Q

The speed at which products or services can be developed and delivered.

A

Production Time

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7
Q

focus on the arrangement of equipment, workspaces, and resources to maximize efficiency and reduce waste.

A

Layout decisions

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8
Q

are influenced by decisions made in product and service design.

A

Layout decisions

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9
Q

Focuses on human element on production system

A

Work Design

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10
Q

are crucial assets to an organization, according to manager

A

employees or workers

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11
Q

The various activities and responsibilities of product and service design include the following:

A

 Translate customer wants and needs, into product and service requirements. (marketing, operations)
 Refine existing product and services. (marketing)
 Develop new product and/or services. (marketing, operations)
 Formulate Quality Goods. (marketing, operations)
 Formulate cost targets. (accounting, finance)
 Construct and test prototypes. (operations, marketing, engineering)
 Document Specifications.

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12
Q

The Main Forces that initiate design or redesign are

A

Market opportunities and threats

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13
Q

The factors that give rise to market opportunities and threats can be one or more changes in:

A

ECONOMIC – low demand; excessive warranty claim; the need to reduce cost
 SOCIAL AND DEMOGRAPHIC- aging baby boomers; population shifts
 POLITICAL, LIABILITY OR LEGAL- government changes; safety issues; new regulations
 COMPETITIVE- new or changed products or services; new advertising/promotion
 COST OR AVAILABILITY- of raw materials; components; labour
 TECHNOLOGICAL- in product component processes

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14
Q

The main focus of product and service design is

A

customer satisfaction

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15
Q

need to understand what the customer wants and design with that in mind.

A

Designers

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16
Q

is the primary source of THIS information (customer wants)

A

Marketing

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17
Q

The high on list priorities of product and service design, to stand out

A

Quality

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18
Q

Government that regulates organizations:

A

Bureau of Food and Drug
Occupational health and safety adminitrations
DENR

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19
Q

Organizations generally want designers to adhere to guidelines such as the following:

A

 Produce designs that are consistent with the goals of organizations.
 Give customers the value they expect.
 Make health and safety a primary concern.
 Consider potential to harm the environment.

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20
Q

7 Other Issues in Product and Service Design

A

Life cycle, Standardization, Reliability, Robust Design, The Degree of Newness, Cultural Differences, Global Product Design

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21
Q

a strategy of producing standardized goods or services, but incorporating some degree of customization in the final product or services.

A

mass customization

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22
Q

is the stages through which a product or its category bypass.

A

Life cycles

23
Q

the process of producing but not quite completing.

A

delayed differentiation

24
Q

modules represent groupings of component parts into subassemblies.

A

modular design

25
Q

is a measure of the ability of a product, a part, a service, or an entire system to perform its intended function under a prescribed set of conditions

A

Reliability

26
Q

are development could be a more sustainable solution; as a part of Globalization

A

Global Product design

27
Q

also called the Taguchi Method, greatly improves engineering productivity. By consciously considering the noise factors (environmental variation during the product’s usage, manufacturing variation, and component deterioration) and the cost of failure in the field the Robust Design method helps ensure customer satisfaction.

A

Robust design

28
Q

products design in companies that operate globally also must take into account any cultural differences of different countries or regions related to the product

A

Cultural differences

29
Q

products or service design change can range from the modification of an existing product or service to an entirely new product or service

A

The Degree of Newness

30
Q

9 PHASES IN PRODUCT DESIGN AND DEVELOPMENT

A

Idea Generator, Feasilibility Analysis, Product Specifications, Process specifications, Prototype development, Design review, Market Test, Production Introduction, Follow-up evaluation

31
Q

product development begin with ideas.

A

Idea Generator

32
Q

entail market analysis (demand), economic analysis (development cost and production cost, profit potential), and technical analysis(capacity requirements and availability, and the skills needed), can answer the question “Does it fit with the mission?”

A

Feasibility analysis

33
Q

making any necessary changes, or abandoning.

A

Design review

34
Q

involves detailed descriptions of what is needed to meet (or exceed) customer wants, and requires collaboration between legal, marketing and operations.

A

Product specifications

35
Q

units are made to see if there are any problems with the product or process specifications.

A

Prototype development

36
Q

alternatives must be weighed in terms of cost, availability of resources, profit potential, and quality.

A

Process specifications

37
Q

determining if changes are needed, and refining forecasts.

A

Follow-up evaluation

38
Q

used to determine the extent of consumer acceptance.

A

Market test

39
Q

promoting the product

A

Production introduction

40
Q

refers to an act, something that is done for the customer.

A

Service

41
Q

the combination of goods and services provided to a customer.

A

Product bundle

42
Q

the physical resources needed to perform the service, the accompanying goods, and the explicit and implicit services needed

A

Service package

43
Q

the facilities, processes; and skills needed to provide a service.

A

Service delivery system

44
Q

must contend with issues that may be insignificant or non-existent for managers in a production setting.

A

Service operations manager

45
Q

8 DIFFERENCES BETWEEN SERVICE DESIGN AND PRODUCT DESIGN

A

Products are generally tangible; services are generally intangible
Oftentimes services can be created and at the same time delivered. (haircut; carwash)
Services cannot be inventoried.
Services are highly visible to the customers and must be designed with that in mind. (spa)

46
Q

Begins with the choice of a service strategy, determines and focused on the service, target market

A

Service Design

47
Q

a method used in a service design to describe and analyse a proposed service.

A

Service blue printing

48
Q

Characteristics of well-designed service system

A

 being consistent with the organization mission
 Being user friendly.
 Being robust of variability is a factor.
 Being easy to sustain
 Being cost- effective.

49
Q

service design presents some SPECIAL CHALLENGES that are LESS LIKELY to be ENCOUNTERED IN PRODUCT DESIGN, in part, because service design also involves design of the delivery system.

A

Challenges of service design

50
Q

9 GUIDELINES FOR SUCCESFUL SERVICE DESIGN

A

Define the service package in detail
Consider the image that the service package will present
Define quality for both tangible and intangibles
Established procedures to handle both predictable and unpredictable events.

51
Q

refers to the PLAN an organization develops to MANAGE ITS OPERATIONS efficiently and effectively to achieve its overall business objectives

A

Operation strategy

52
Q

is a futile area for achieving competitive satisfaction.

A

Product and service design

53
Q

6 Potential sources of such benefits include the following: (OPERATION STRATEGY)

A

Using multiple-use platforms.
Continually monitoring products and service for small improvements.
Shorten the time it takes to get new or redesign goods and services to the markets

REVIEWER (4 decks)

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