CHAP 4 OM: GOODS AND SERVICE DESIGN

Question 1

tests consumer reactions to prototypes. process by which a model is constructed to test a product’s performance under actual operating conditions

Answer 1

prototype testing

Question 2

customer requirements as expressed in the customer’s own words

Answer 2

voice of the customer

Question 3

japanese engineer, maintained that the traditional practice of setting design specifications is inherently flawed.

Answer 3

Genichi Taguchi

Question 3

an approach to guide the design, creation, and marketing of goods and services by integrating the voice of the customer into all decisions

Answer 3

quality function deployment (QFD)

Question 4

is the probability that manufactured good, piece of equipment, or system performs its intended function for a stated period of time under specified operating conditions

Answer 4

reliability

Question 5

the process of designing a product for efficient production at the highest level of quality

Answer 5

design for manufacturability (DFM)

Question 6

process of trying to simplify designs to reduce complexity and costs and thus improve productivity, quality, flexibility, and customer satisfaction

Answer 6

product simplification

Question 7

includes facility location and layout, the servicescape, service process and job design, and technology and information support system.

Answer 7

service-delivery system design

Question 8

is the explicit consideration of environmental concerns during the design of goods, services, and processes, and includes such practices as a designing for recycling and disassembly

Answer 8

design for environment (DfE)

Question 9

all the physical evidence a customer might use to form an impression. it also provides the behavioral setting where service encounters take place

Answer 9

servicescape

Question 10

designed into servicescape to please the 5 human senses

Answer 10

ambient conditions

Question 11

how furniture, equipment, and office spaces are arranged

Answer 11

spatial layout and functionality

Question 12

more explicit signals that communicate an image about a firm

Answer 12

signs, symbols, and artifacts

Question 13

some servicescape that termed very simple

Answer 13

lean servicescape environments

Question 14

more complicated designs and service systems are termed

Answer 14

elaborate servicescape environments

Question 15

is the activity of developing an efficient sequence of activities to satisfy both internals and external customer requirements

Answer 15

service process design

Question 16

focuses on interaction, directly or indirectly between the service providers and the customer

Answer 16

service encounter design

Question 17

refers to the physical or virtual presence of the customer in the service -delivery system during a service experience

Answer 17

customer contact

Question 18

systems in which the percentage of customer contact is high

Answer 18

high-contact systems

Question 19

those in which it is low percentage of customer contact

Answer 19

low-contact systems

Question 20

are measurable performance levels or expectations that define the quality of customer contact with representatives of an organization

Answer 20

customer- contact requirements

Question 21

means giving people authority to make decisions based on what they feel is right , to have control over their work, to take risks and learn from mistakes, and to promote change.

Answer 21

empowerment

Question 22

is any problem a customer has – real or perceived– with the service -delivery system and includes terms such as service failure, error, defect, mistake, and crisis

Answer 22

service upset

Question 23

is a promise to reward and compensate a customer if a service upset occurs during the service experience

Answer 23

service guarantee

Question 24

a guarantee that is in writing,a nd included in service provider publications and advertisements

Answer 24

explicit service guarantees

Question 25

a guarantee that is not in writing but are implied in everything

Answer 25

implicit guarantees

Question 26

is a process of correcting a service upset and satisfying the customer

Answer 26

service recovery