Chapter 5

Question 1

Prototype testing

Answer 1

is the process by which a model (real or simulated) is constructed to test the product’s performance under actual operating conditions, as well as consumer reactions to the prototypes.

Question 2

Customer requirements

Answer 2

as expressed in the customer’s own words, are called the voice of the customer.

Question 3

Quality function deployment (QFD)

Answer 3

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

Question 4

Reliability

Answer 4

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

Question 5

Design for manufacturability (DFM)

Answer 5

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

Question 6

Product simplification

Answer 6

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

Question 7

Design for Environment (DfE)

Answer 7

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

Question 8

Service-delivery system design

Answer 8

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

Question 9

servicescape

Answer 9

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

Question 10

Lean servicescape environments

Answer 10

provide service using simple designs (e.g., online outlets or FedEx kiosks).

Question 11

Elaborate servicescape environments

Answer 11

provide service using more complicated designs and service systems (e.g., hospitals,airports, and universities).

Question 12

Service process design

Answer 12

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

Question 13

Service-encounter design

Answer 13

focuses on the interaction, directly or indirectly, between the service provider(s) and the customer.

Question 14

Customer contact

Answer 14

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

Question 15

Customer-contact requirements

Answer 15

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

Question 16

Empowerment

Answer 16

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.

Question 17

service upset

Answer 17

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.

Question 18

service guarantee

Answer 18

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

Question 19

Service recovery

Answer 19

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