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Operations management > chapter 4 > Flashcards

chapter 4 Flashcards

1
Q
  1. The goal of value analysis is to find ways of _______.A. I. Reducing the cost of parts and materialsB. II. Improving the performance of the product or serviceC. III. Incorporating multiple cultural values in global system designD. Both I and IIIE. Both I and II
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E. Both I and II** In value analysis an attempt is made to reduce the cost and/or improve the performance of the product.

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2
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  1. When considering re-use issues for a given product, an important factor to take into account is that product’s _______.A. Ethical impactB. ReliabilityC. DurabilityD. Design for assembly E. None of the above
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E. None of the above**Remanufacturing refers to refurbishing used products.

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3
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  1. Incorporating design for disassembly (DFD) principles in product design helps firms with ___________ design issues.A. LegalB. SocialC. Re-useD. Reverse engineering E. Re-engineering
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C. Re-use**Refurbished products must first be disassembled.

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4
Q
  1. Designing for recycling helps facilitate ______. A. Reduced legal liabilityB. Compliance with regulatory environmentsC. Increased product reliabilityD. Reduced standardization costs E. None of the above
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B. Compliance with regulatory environments**Regulatory environments are increasingly focused on encouraging recycling.

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5
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  1. One way to increase reliability is to: A. improve component designB. increase the number of service stations C. increase mean repair timeD. increase the number of dependent components E. none of the above
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A. improve component design**Another way is to add backup components.

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6
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  1. One way to increase reliability is to:A. eliminate backup componentB. improve preventive maintenance proceduresC. increase mean repair timeD. increase the number of independent components E. none of the above
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B. improve preventive maintenance procedures**Preventative maintenance leads to longer intervals between breakdowns.

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7
Q
  1. Which of the following is not a reason for redesigning a product or service? A. to reduce labor or material costB. to increase the level of employee satisfactionC. to increase the level of customer satisfactionD. to attract and increase customer demand E. to increase quality
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B. to increase the level of employee satisfaction**A product or service redesign does not necessarily involve improving employee satisfaction.

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8
Q
  1. A disadvantage of global teams for product design is that:A. Customers may have different needs in different countriesB. The product designed may have increased marketability and utilityC. The diversity of an international team may be a detrimentD. Ease of face to face meetings is absent since members are located everywhere E. Technology allows constant contact with team members
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D. Ease of face to face meetings is absent since members are located everywhere **If face to face interaction is required, global design teams might not be a viable option.

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9
Q
  1. Mobile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communications devices, but in the eyes of some customers these new features make the phones less desirable. This is an example of _________.A. robust designB. creeping featurismC. sustainable designD. quality function deploymentE. component commonality
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B. creeping featurism**Customer satisfaction isn’t strictly dependent on the number of features a product offers.

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10
Q
  1. One step that isn’t part of service blueprinting is:A. Eliminate boundaries for the service and decide on the level of interaction neededB. Identify and determine the sequence of customer and service actions and interactions C. Develop time estimates for each phase of the processD. Understand the time variability involvedE. Identify potential failure points and develop a plan to minimize them
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A. Eliminate boundaries for the service and decide on the level of interaction needed**Defining boundaries is a critical part of service blueprinting.

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11
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  1. The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications is:A. basic researchB. applied researchC. developmentD. redesignE. commercial research
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C. development**Development is the conversion of applied research into useful commercial applications.

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12
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  1. The advantages of standardization include which of the following? (I.) The opportunity to freeze design at a very early stage(II.) Fewer parts to deal with in inventory(III.) Reduced training cost and time(IV.) Purchasing is more routine A. I, IIB. I, IVC. I, II, IIID. II, III, IV E. I, II, III, IV
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D. II, III, IV **Standardization doesn’t necessarily help in freezing designs early.

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13
Q
  1. Products or services with a high degree of similarity of features and components are called: A. genericB. copy-catC. rip-offsD. product familiesE. product/service matrix
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D. product families**Delineating product families helps lead to component commonality.

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14
Q
  1. “Must have”, “expected” and “excitement” characteristics are categories in the ____ model. A. Bi-polarB. KanoC. ParetoD. QualityE. Service Matrix
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B. Kano**The Kano model is an alternative to “more is better” design approaches.

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15
Q
  1. One possible disadvantage of modular design is that: A. replacement and repair is more difficultB. failure diagnosis is more complexC. number of configurations of modules decreasesD. individual parts lose their identities E. inventory problems arise
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C. number of configurations of modules decreases**Modular designs do have the effect of reducing variety.

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16
Q
  1. In the area of product and service design, the acronym CAD refers to: A. conceptually appropriate designB. computer aided designC. commercial applications designD. competitive advantage design E. completely automated design
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B. computer aided design**CAD can increase the productivity of product designers.

17
Q
  1. Which of the following statements about CAD is not true? A. It increases the productivity of designers.B. It uses computer graphics.C. It requires a good data base.D. Some systems permit engineering or cost analysis of proposed designs. E. It is used successfully by all manufacturing companies.
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E. It is used successfully by all manufacturing companies.*Not all manufacturers use CAD.

18
Q
  1. Which one of the following is not a factor of successful product and service design? A. be aware of what the competitors are doingB. be aware of what customers wantC. know what government regulations areD. use computerized design techniquesE. know what new technologies are available
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D. use computerized design techniques**Computerized design techniques don’t necessarily lead to successful product and service design.

19
Q
  1. 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 analysisB. value analysisC. vaporwareD. concurrent engineering E. design for production
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C. vaporware**Vaporware is attractive from some perspectives but not from others.

20
Q
  1. Ideas for new or improved designs can come from: A. customersB. competitorsC. research and development departmentsD. production departments E. all of the above
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E. all of the above**Companies look to many sources for ideas for new or improved designs.

21
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  1. The process of dismantling and inspecting a competitor’s new or revised product for the purpose of gleaning design ideas is called:A. design by imitationB. product analysisC. reverse engineering D. benchmarkingE. disassembly
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C. reverse engineering **Reverse engineering can be a good source of ideas for product design.

22
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  1. The term ‘degrees of newness’ is associated with: A. average age of employeesB. average length of time on the jobC. total years of business experienceD. degree of design changeE. average age of the capital equipment
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D. degree of design change**Superficial design changes are low in ‘degrees of newness.’

23
Q
  1. The term ‘standardization’ is closely associated with: A. customizationB. high costC. longer lead timesD. varietyE. interchangeability
A

E. interchangeability**Modular designs depend on standardized parts that are interchangeable.

24
Q
  1. Service design generally differs from product design in which of the following ways? A. Service design tends to focus on tangible factors.B. There is less latitude in detecting and correcting errors prior to delivery.C. There is a lesser requirement to be aware of competitors’ offerings.D. There is less visibility to customers. E. There is no difference.
A

B. There is less latitude in detecting and correcting errors prior to delivery.**Often service design flaws are not discovered until some customers have been served.

25
Q
  1. The structural approach for integrating customer requirements into every aspect of product development is known as:A. total quality managementB. customer satisfactionC. quality function deployment D. customer integrationE. a product development team
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C. quality function deployment **Quality Function Deployment brings the voice of the customer into the product development process.

26
Q
  1. Which of the following is an issue that designers must take into account in product and service design? A. legal, environmental, and ethical issuesB. reliabilityC. standardizationD. range of operating conditions E. all of the above
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E. all of the above**Designs must reflect a large number of factors.

27
Q
  1. One of these is not a characteristic of a well-designed service system: A. User friendlyB. RobustC. Distributed computer networksD. Cost effective E. Easy to sustain
A

C. Distributed computer networks**Well-designed service systems tend to be user friendly, robust, cost-effective and easy to sustain.

28
Q
  1. A formal way to document customer requirements is: A. consumer surveysB. quality function deployment (QFD)C. focus groupsD. Delphi techniqueE. sales/marketing matrix
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B. quality function deployment (QFD)**QFD brings the voice of the customer into the design process.

29
Q
  1. Which of the following is not true about re-manufacturing?A. Re-manufactured products can be sold at lower cost.B. The process requires mostly unskilled and semiskilled workers.C. There is less depletion of natural resources.D. It produces high quality products easily.E. Re-manufacturing is mainly carried out by small and mid-sized companies.
A

D. It produces high quality products easily.**Re-manufacturing can be a very difficult and costly process.

30
Q
  1. Which of the following is not one of the phases of product design and development? A. specify product specificationsB. conduct market testC. specify process specificationsD. conduct design reviewE. performance applied research
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E. performance applied research**Product design and development begins after applied research has been done.

31
Q
  1. Elements of the service process in which there is little to no contact with the customer are referred to as ____________.A. robustB. delayed differentiatorsC. back-of-the-house D. user-friendlyE. mission-consistent
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C. back-of-the-house **Those elements involving substantial contact with the customer are referred to as “front-of-the-house” operations.

32
Q
  1. In services, flowcharts are useful for _______________.A. translating basic research into applied researchB. identifying and determining the sequence of customer and service actions and interactions C. developing time estimates for each phase of the service processD. evaluating ways of standardizing service elements with component commonalityE. estimating customer satisfaction with the service process
A

B. identifying and determining the sequence of customer and service actions and interactions **The customer-service interaction is depicted using flowcharts.

Operations management (7 decks)

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