Product and Service Design

Question 1

What are the major factors in design strategy?

Answer 1

Cost, Quality, Time-to-market, Customer satisfaction, competitive advantage

Question 2

What is the main focus of product and design strategy?

Answer 2

Customer satisfaction

Question 3

Stages of Life cycle

Answer 3

Introduction, growth, maturity, decline

Question 4

It refers to the extent to which there is an absence of variety in a product, service or process.

Answer 4

Standardization

Question 5

The ff are advantages of standardization, except
a. Fewer parts to deal with in
inventory and in manufacturing.
b. Reduced training costs and time.
c. Designs may be frozen with too many imperfections remaining.
d. More routine purchasing, handling,
and inspection procedures.

Answer 5

C. Designs may be frozen with too many imperfections remaining.

Question 6

Producing, but not quite completing, a product or service until customer preferences are known

Answer 6

Delayed differentiation

Question 7

A form of standardization in which component parts are grouped into modules that are easily replaced or interchanged

Answer 7

Modular Design

Question 8

Is a measure of the ability of a product, a part, a service or an entire system to perform its intended function under a prescribed set of conditions

Answer 8

Reliability

Question 9

situation in which a product, part or system does not perform as intended

Answer 9

Failure

Question 10

True or False. Reliability can be improved with the use of backups

Answer 10

True

Question 11

A design that results in product or service that can function over a range of conditions

Answer 11

Robust design

Question 12

It is often easier to design a product that is insensitive to environmental factors, either in manufacturing or in use, than to control the environmental factors.

Answer 12

Taguchi’s Approach

Question 13

Taguchi’s Approach central feature

Answer 13

Parameter design

Question 14

The ff are difficulties of concurrent engineering except:
a. Longstanding existing boundaries between design and manufacturing can be difficult to overcome
b. There must be extra communication and flexibility
c. Early consideration of the technical feasibility of a particular design

Answer 14

c. Early consideration of the technical feasibility of a particular design

Question 15

Uses computer graphics for product design

Answer 15

Computer-Aided Design

Question 16

True or False. Creation of a database for manufacturing that can supply needed information on product geometry and dimensions.

Answer 16

True

Question 17

Used to indicate the designing of products that are compatible with the organization’s capabilities.

Answer 17

Design for Manufacturing

Question 18

Design focuses on reducing the number of parts in an assembly as well as on assembly methods and sequence

Answer 18

Design for Assembly

Question 19

Recovering materials for future use

Answer 19

Recycling

Question 20

Design facilitates the recovery of materials and components in used products for reuse

Answer 20

Design for Recycling

Question 21

Reasons why companies recycle

Answer 21

Cost saving, environmental concerns, environmental regulations

Question 22

Refurbishing used products by replacing worn-out or defective components and reselling the products

Answer 22

Remanufacturing

Question 23

True or False. Remanufactured product can be sold for about 60% of the cost of a new product

Answer 23

False

50%*

Question 24

True or False. “Increased opportunity for savings by buying in bulk from suppliers” is a benefit of concurrent engineering

Answer 24

False

benefit of component commonality*

Question 25

A structured approach for integrating the “voice of the customer” into both the product or service development process

Answer 25

Quality function deployment

Question 26

describes relationships between customer needs and customer satisfaction for three categories of design characteristics.

Answer 26

The Kano Model

Question 27

Three categories of design characteristics

Answer 27

Must-have characteristics, expected characteristics, excitement characteristics

Question 28

those that yield a basic level of satisfaction but do not have the potential for increasing customer satisfaction beyond a certain level

Answer 28

Must-have characteristics

Question 29

will yield a steady increase in customer satisfaction

Answer 29

expected characteristics

Question 30

generate a disproportionate increase in customer satisfaction

Answer 30

excitement characteristics

Question 31

refers to an act, something that is done to or for a customer, provided by a service delivery system, which includes the facilities, processes, and skills needed to provide the service.

Answer 31

Service

Question 32

True or False. Explicit services is part of services package

Answer 32

True

Question 33

True or False. Service design ends with the choice of a service strategy, which determines the nature and focus of service, and the target market.

Answer 33

False

begins*

Question 34

Two Key issues in service design

Answer 34

1. degree of variation in service requirements
2. degree of customer contact and customer involvement in the delivery system

Question 35

-a method for describing and analyzing a service process
-a key aspect is flowcharting the process

Answer 35

Service blueprinting

Question 36

The ff are characteristics of well-designed service systems except:
a. being user friendly
b. being robust if variability is a factor
c. being hard to sustain
d. being easy to sustain

Answer 36

c. being hard to sustain