Chapter 6: True/False

Question 1

The design of a good can be done, in most part, independently from the design of the process by which the good is produced.

Answer 1

True

Question 2

The design of a service cannot be done independently from the design of the process by which the service is created and delivered.

Answer 2

True

Question 3

Customer complaints, as expressed in the customer’s own words, are referred to as the voice of the customer.

Answer 3

False

Question 4

The House of Quality helps to prioritize those technical features that should be deployed or paid the most attention to.

Answer 4

True

Question 5

Narrow tolerances improve product functionality and performance, but tend to raise manufacturing costs.

Answer 5

True

Question 6

Taguchi’s loss function, also known as the goal post model, expresses the cost of variation in market share terms.

Answer 6

False

Question 7

Reliability can be improved by using better components or by adding redundant components

Answer 7

True

Question 8

Product simplification is the process of reducing the number of product options available to the customer, so it is the opposite of product customization.

Answer 8

False

Question 9

The servicescape provides the behavioral setting where service encounters take place

Answer 9

True

Question 10

A process-based organization is vital to a good service design because services are generally interdisciplinary and cross-functional.

Answer 10

True

Question 11

High customer contact in the service delivery system generally results in higher levels of operating efficiency

Answer 11

False

Question 12

Empowerment refers to allowing customers to specify how they want an otherwise generic service to be tailored to their individual needs.

Answer 12

False