Chapter 6: Multiple Choice Flashcards
Service design must be addressed from two perspectives – the Service Delivery System and
The Service Encounter
Customer _______, as expressed in the customer’s own words, are called the voice of the customer.
Requirements
An approach to guide the design, creation, and marketing of goods and services by integrating the voice of the customer into all decisions is
Quality Function Deployment
The House of Quality is a graphical tool used in
Quality function deployment
The House of Quality contains all of the following information except
Supplier Evaluations
The roof of the House of Quality shows the interrelationships between any pair of
Technical Features
The ______________ assumes that any value within the tolerance range is acceptable, but those outside are not.
Goal post model
A system that consists of several parallel components that function independently and the entire system will fail only if all components fail is an example of
Redundancy
Reliability is defined as 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
Design for manufacturability is defined as the process of designing a product for efficient production ______.
at the highest level of quality
Designing products that can easily be repaired and refurbished or otherwise salvaged for reuse is an aspect of
Design for environment
Lean servicescape environments are
Very simple
A service guarantee is a promise to
Reward and compensate a customer if a service upset occurs
