ch4 Student: ___________________________________________________________________________ 1. Global teams provide diversity while eliminating conflicts and miscommunication. True False
2. A ‘House of uality! is achieved when no department in a single location has more than 1"# re$ects. True False
%. &oncurrent 'ngineering is another term for se(uential development. True False
). *ne of the main advantages ad vantages of standardi+ation is that it increases the potential variety of products. True False
". A disadvantage of standardi+ation is the possibility of standardi+ing designs too early, which may ma-e it difficult to modify in the future. True False
. /educing consumer choices ma-es service more efficient. True False
0. odular design increases costs of purchasing and controlling inventory compared to nonmodular. True False
3. 4roduct failures can be easier to remedy with modular design. True False
5. *ne motivation for an organi+ation to redesign its product or service is to avoid the alternative of downsi+ing do wnsi+ing the organi+ation. True False
16. A ma$or benefit of &omputer Aided 7esign 8&A79 is the increased productivity of designers. True False
11. ost of the time what is called product or service design is actually a redesign of an e:isting product or service. True False
12. A service blueprint is (uite similar to an architectural drawing. True False
1%. The process of dismantling and inspecting a competitor!s product to discover product improvement is called benchmar-ing. True False
1). To save money, it is essential that designers revise the production capabilities to meet the re(uirements of the new products. True False
1". any ;< manufacturers are now shifting their focus from products to both product and p rocess improvements. True False
1. Applied research has the ob$ective of achieving commercial applications for new ideas. True False
10. =asic research is done with the e:pectation that discoveries will have nearterm commercial application. True False
5. *ne motivation for an organi+ation to redesign its product or service is to avoid the alternative of downsi+ing do wnsi+ing the organi+ation. True False
16. A ma$or benefit of &omputer Aided 7esign 8&A79 is the increased productivity of designers. True False
11. ost of the time what is called product or service design is actually a redesign of an e:isting product or service. True False
12. A service blueprint is (uite similar to an architectural drawing. True False
1%. The process of dismantling and inspecting a competitor!s product to discover product improvement is called benchmar-ing. True False
1). To save money, it is essential that designers revise the production capabilities to meet the re(uirements of the new products. True False
1". any ;< manufacturers are now shifting their focus from products to both product and p rocess improvements. True False
1. Applied research has the ob$ective of achieving commercial applications for new ideas. True False
10. =asic research is done with the e:pectation that discoveries will have nearterm commercial application. True False
13. >7esign for production> ta-es into account acco unt the capabilities of the organi+ation to produce or deliver a given product or service. True False
15. &onsumers tend to resist purchasing products containing recycled materials. True False
26. >&oncurrent engineering> brings people co ncerned with manufacturing into the design phase p hase earlier than in the >overthewall> approach. True False
21. >&oncurrent engineering> means that at least two engineers are involved in product design at the same time. True False
22. *ne approach to e:tending a product!s life cycle is to promote alternate uses of the product. True False
2%. >uality Function 7eployment> is a structured approach that guarantees that the highest (uality product or service will be designed. True False
2). 4roduct liability means that a manufacturer is liable for an y in$uries and damages caused by b y a faulty product because of poor wor-manship or design. True False
2". The process of dismantling and inspecting a competitor!s product to discover improvement is called reverse engineering. True False
2. /esearch and development 8/?79 refers to organi+ed efforts that are directed toward increasing scientific -nowledge and product 8or process9 innovation. True False
20.
23. /emanufacturing refers to removing some of the co mponents of old products and reusing them in new products. True False
25. The demand for a product and the rate of technological change have significant impact on the length of a given phase of the product life cycle. True False
%6. /obust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions. True False
%1. Taguchi design methods involve identifying the optimal operating or environmental conditions for a given product. True False
%2. uality function deployment 8F79 is based on a set of standards which relate customer re(uirements to company capabilities. True False
%%. The (uality function deployment 8F79 matrices are often referred to as the >House of uality> because, when completed, they >house> all of the customer!s (uality re(uirements. True False
%).
%". /eliability refers to the ability of a product to perform its intended function under normal conditions. True False
%. Applied research is the ma$or / ? 7 effort of business organi+ations because of the desire for commercial applications. True False
%0. &ommonality of components is beneficial for manufacturing but not for services. True False
%3.
%5. The term failure as applied to reliability means that a part or item does not function at all. True False
)6. /eliability can be defined in terms of a particular point in time or in terms of length of service. True False
)1. /eliability can be improved by the use of bac-up components. True False
)2. 7elayed differentiation and modular design are tactics for mass customi+ation. True False
)%. @ifecycle assessment involves incorporating where the product or service is in its lifecycle into system design decisionma-ing. True False
)). The goal of lifecycle assessment is to incorporate the environmental impact of products or services into productdesign or servicedesign decisionma-ing. True False
)". The three /s /educe, /euse and /ecycle are more applicable in service design than in product design. True False
). The goal of value analysis is to find ways of . A. B. /educing the cost of parts and materials =. BB. Bmproving the performance of the product or service &. BBB. Bncorporating multiple cultural values in global system design 7. =oth B and BBB '. =oth B and BB
)0. Chen considering reuse issues for a given product, an important factor to ta-e into account is that product!s . A. 'thical impact =. /eliability &. 7urability 7. 7esign for assembly '. Done of the above
)3. Bncorporating design for disassembly 87F79 principles in product design helps firms with design issues. A. @egal =.
)5. 7esigning for recycling helps facilitate . A. /educed legal liability =. &ompliance with regulatory environments &. Bncreased product reliability 7. /educed standardi+ation costs '. Done of the above
"6. *ne way to increase reliability is toE A. improve component design =. increase the number of service stations &. increase mean repair time 7. increase the number of dependent components '. none of the above
"1. *ne way to increase reliability is toE A. eliminate bac-up component =. improve preventive maintenance procedures &. increase mean repair time 7. increase the number of independent components '. none of the above
"2. Chich of the following is not a reason for redesigning a product or service A. to reduce labor or material cost =. to increase the level of employee satisfaction &. to increase the level of customer satisfaction 7. to attract and increase customer demand '. to increase (uality
"%. A disadvantage of global teams for product design is thatE A. &ustomers may have different needs in different countries =. The product designed may have increased mar-etability and utility &. The diversity of an international team may be a detriment 7. 'ase of face to face meetings is absent since members are located everywhere '. Technology allows constant contact with team members
"). obile 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 ma-e the phones less desirable. This is an e:ample of . A. robust design =. creeping featurism &. sustainable design 7. (uality function deployment '. component commonality
"". *ne step that isn!t part of service blueprinting isE A. 'liminate boundaries for the service and decide on the level of interaction needed =. Bdentify and determine the se(uence of customer and service actions and interactions &. 7evelop time estimates for each phase of the process 7. ;nderstand the time variability involved '. Bdentify potential failure points and develop a plan to minimi+e them
". The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications isE A. basic research =. applied research &. development 7. redesign '. commercial research
"0. The advantages of standardi+ation include which of the following 8B.9 The opportunity to free+e design at a ver y early stage 8BB.9 Fewer parts to deal with in inventory 8BBB.9 /educed training cost and time 8B.9 4urchasing is more routine A. B, BB =. B, B &. B, BB, BBB 7. BB, BBB, B '. B, BB, BBB, B
"3. 4roducts or services with a high degree of similarity of features and components are calledE A. generic =. copycat &. ripoffs 7. product families '. productservice matri:
"5. >ust have>, >e:pected> and >e:citement> characteristics are categories in the model. A. =ipolar =. Iano &. 4areto 7. uality '.
6. *ne possible disadvantage of modular design is thatE A. replacement and repair is more difficult =. failure diagnosis is more comple: &. number of configurations of modules decreases 7. individual parts lose their identities '. inventory problems arise
1. Bn the area of product and service design, the acronym &A7 refers toE A. conceptually appropriate design =. computer aided design &. commercial applications design 7. competitive advantage design '. completely automated design
2. Chich of the following statements about &A7 is no t true A. Bt increases the productivity of designers. =. Bt uses computer graphics. &. Bt re(uires a good data base. 7.
%. Chich one of the following is not a factor of successful product and service design A. be aware of what the competitors are doing =. be aware of what customers want &. -now what government regulations are 7. use computeri+ed design techni(ues '. -now what new technologies are available
). 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 subse(uent patches or upgrades, or it can wait until the new version is reasonably bugfree. This is an e:ample of . A. lifecycle analysis =. value analysis &. vaporware 7. concurrent engineering '. design for production
". Bdeas for new or improved designs can come fromE A. customers =. competitors &. research and development departments 7. production departments '. all of the above
. The process of dismantling and inspecting a competitor!s new or revised product for the purpose of gleaning design ideas is calledE A. design by imitation =. product analysis &. reverse engineering 7. benchmar-ing '. disassembly
0. The term ‘degrees of newness! is associated withE A. average age of employees =. average length of time on the $ob &. total years of business e:perience 7. degree of design change '. average age of the capital e(uipment
3. The term ‘standardi+ation! is closely associated withE A. customi+ation =. high cost &. longer lead times 7. variety '. interchangeability
5.
06. The structural approach for integrating customer re(uirements into every aspect of product development is -nown asE A. total (uality management =. customer satisfaction &. (uality function deployment 7. customer integration '. a product development team
01. Chich of the following is an issue that designers must ta-e into account in product an d service design A. legal, environmental, and ethical issues =. reliability &. standardi+ation 7. range of operating conditions '. all of the above
02. *ne of these is not a characteristic of a welldesigned service systemE A. ;ser friendly =. /obust &. 7istributed computer networ-s 7. &ost effective '. 'asy to sustain
0%. A formal way to document customer re(uirements isE A. consumer surveys =. (uality function deployment 8F79 &. focus groups 7. 7elphi techni(ue '. salesmar-eting matri:
0). Chich of the following is not true about remanufacturing A. /emanufactured products can be sold at lower cost. =. The process re(uires mostly uns-illed and semis-illed wor-ers. &. There is less depletion of natural resources. 7. Bt produces high (uality products easily. '. /emanufacturing is mainly carried out by small and midsi+ed companies.
0". Chich of the following is not one of the phases of product design and development A. specify product specifications =. conduct mar-et test &. specify process specifications 7. conduct design review '. performance applied research
0. 'lements of the service process in which there is little to no contact with the customer are referred to as . A. robust =. delayed differentiators &. bac-ofthehouse 7. userfriendly '. missionconsistent
00. Bn services, flowcharts are useful for . A. translating basic research into applied research =. identifying and determining the se(uence of customer and service actions and interactions &. developing time estimates for each phase of the service process 7. evaluating ways of standardi+ing service elements with component commonality '. estimating customer satisfaction with the service process
ch) Iey
1. Global teams provide diversity while eliminating conflicts and miscommunication. FALSE
;sing globally diverse design teams increases the ris-s of conflicts and miscommunication.
AACSB: Diversity Blooms: Understand Difficulty: Medium Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (# )o'ic Area: *lobal +roduct and Service Design
2. A ‘House of uality! is achieved when no department in a single location has more than 1"# re$ects. FALSE
The house of (uality is a means of integrating the voice of the customer into the product or service development process.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1 )o'ic Area: Ot%er Design Considerations
%. &oncurrent 'ngineering is another term for se(uential development. FALSE
&oncurrent engineering involves simultaneous product and production development.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($ )o'ic Area: Designing for +roduction
). *ne of the main advantages of standardi+ation is that it increases the potential variety of products. FALSE
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (! )o'ic Area: Ot%er Design Considerations
". A disadvantage of standardi+ation is the possibility of standardi+ing designs too early, which may ma-e it difficult to modify in the future. TRUE
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (4 )o'ic Area: Ot%er Design Considerations
. /educing consumer choices ma-es service more efficient. TRUE
'fficiency comes from the standardi+ation that results from reduced consumer choices.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: .asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (5 )o'ic Area: Service Design
0. odular design increases costs of purchasing and controlling inventory compared to nonmodular. FALSE
odular designs ma-e inventory management easier and cheaper.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6 )o'ic Area: Ot%er Design Considerations
3. 4roduct failures can be easier to remedy with modular design. TRUE
odular designs ma-e it easy to change only portions of the design.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (7 )o'ic Area: Ot%er Design Considerations
5. *ne motivation for an organi+ation to redesign its product or service is to avoid the alternative of downsi+ing the organi+ation. TRUE
The threat of downsi+ing often spurs product or service redesign.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (/ )o'ic Area: 8ntroduction
16. A ma$or benefit of &omputer Aided 7esign 8&A79 is the increased productivity of designers. TRUE
&A7 tends to greatly increase designers! productivity.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (# )o'ic Area: Designing for +roduction
11. ost of the time what is called product or service design is actually a redesign of an e:isting product or service. TRUE
;sually the core product or service remains relatively unchang ed even though other features are modified or enhanced.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (## )o'ic Area: 8ntroduction
12. A service blueprint is (uite similar to an architectural drawing. TRUE
A service blueprint shows the basic customer and service actions involved in a service operation.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (#1 )o'ic Area: Service Design
1%. The process of dismantling and inspecting a competitor!s product to discover product improvement is called benchmar-ing. FALSE
7ismantling and inspecting a competitor!s product to discover product improvement is called reverse engineering.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#$ )o'ic Area: 8dea *eneration
1). To save money, it is essential that designers revise the production capabilities to meet the re(uirements of the new products. FALSE
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (#! )o'ic Area: Designing for +roduction
1". any ;< manufacturers are now shifting their focus from products to both product and p rocess improvements. TRUE
=oth product and process must be considered in the productservice design (uestion.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (#4 )o'ic Area: 8ntroduction
1. Applied research has the ob$ective of achieving commercial applications for new ideas. TRUE
Applied research is aimed at commerciali+ing basic research.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#5 )o'ic Area: 8dea *eneration
10. =asic research is done with the e:pectation that discoveries will have nearterm commercial application. FALSE
=asic research is done with no clear e:pectations regarding commercial application.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#6 )o'ic Area: 8dea *eneration
13. >7esign for production> ta-es into account the capabilities of the organi+ation to produce or deliver a given product or service. TRUE
7esign for production is important to ensure that product or service design decisions are feasible.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (#7 )o'ic Area: Designing for +roduction
15. &onsumers tend to resist purchasing products containing recycled materials. FALSE
&onsumers are beginning to respond positively when informed that their purchases contain recycled materials.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (#/ )o'ic Area: .nvironmental actors: Sustainability
26. >&oncurrent engineering> brings people co ncerned with manufacturing into the design phase earlier than in the >overthewall> approach. TRUE
Bn concurrent engineering people concerned with manufacturing are actively engaged in the design phase.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1 )o'ic Area: Designing for +roduction
21. >&oncurrent engineering> means that at least two engineers are involved in product design at the same time. FALSE
&oncurrent engineering means that engineers, mar-eting, manufacturing and purchasing personnel often are $ointly involved in the product design.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1# )o'ic Area: Designing for +roduction
22. *ne approach to e:tending a product!s life cycle is to promote alternate uses of the product. TRUE
Alternate uses e:tend product life cycles.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (11 )o'ic Area: .nvironmental actors: Sustainability
2%. >uality Function 7eployment> is a structured approach that guarantees that the highest (uality product or service will be designed. FALSE
uality Function 7eployment ensures that the voice o f the customer is integrated into the product or service design (uestion.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (1$ )o'ic Area: Ot%er Design Considerations
2). 4roduct liability means that a manufacturer is liable for an y in$uries and damages caused by a faulty product because of poor wor-manship or design. TRUE
4roduct liability is a serious issue for manufacturers.
AACSB: .t%ics Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (1! )o'ic Area: Legal and .t%ical Considerations
2". The process of dismantling and inspecting a competitor!s product to discover improvement is called reverse engineering. TRUE
/everse engineering is a legitimate means of evaluating the competitive landscape.
AACSB: .t%ics Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (14 )o'ic Area: Legal and .t%ical Considerations
2. /esearch and development 8/?79 refers to organi+ed efforts that are directed toward increasing scientific -nowledge and product 8or process9 innovation. TRUE
4roduct or process innovations often result from deliberate /?7 programs.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (15 )o'ic Area: 8dea *eneration
20.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (16 )o'ic Area: Ot%er Design Considerations
23. /emanufacturing refers to removing some of the co mponents of old products and reusing them in new products. TRUE
/emanufacturing is a way of increasing sustainability.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (17 )o'ic Area: .nvironmental actors: Sustainability
25. The demand for a product and the rate of technological change have significant impact on the length of a given phase of the product life cycle. TRUE
How long a product stays in a particular phase of its life cycle depends greatly on the rate of technological change.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (1/ )o'ic Area: ;uman actors
%6. /obust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions. FALSE
/obust designs perform satisfactorily across a wide range of conditions.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($ )o'ic Area: Ot%er Design Considerations
%1. Taguchi design methods involve identifying the optimal operating or environmental conditions for a given product. FALSE
Taguchi design methods involve designing products that are relatively insensitive to environmental factors.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($# )o'ic Area: Ot%er Design Considerations
%2. uality function deployment 8F79 is based on a set of standards which relate customer re(uirements to company capabilities. FALSE
F7 relates customer re(uirements to product designs and the cap abilities necessary to carry these designs out.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: ;ard Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($1 )o'ic Area: Ot%er Design Considerations
%%. The (uality function deployment 8F79 matrices are often referred to as the >House of uality> because, when completed, they >house> all of the customer!s (uality re(uirements. FALSE
F7 matrices lin- customer re(uirements with other productprocess design elements.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($$ )o'ic Area: Ot%er Design Considerations
%).
&ustomer contact is a critical service design issue.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! ($! )o'ic Area: Service Design
%". /eliability refers to the ability of a product to perform its intended function under normal conditions. TRUE
Greater reliability translates into a greater li-elihood of the product wor-ing in normal conditions.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! ($4 )o'ic Area: Ot%er Design Considerations
%. Applied research is the ma$or / ? 7 effort of business organi+ations because of the desire for commercial applications. TRUE
ost business organi+ations focus on applied rather than basic research.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! ($5 )o'ic Area: 8dea *eneration
%0. &ommonality of components is beneficial for manufacturing but not for services. FALSE
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"# ,ecogni2e several -ey issues in service design& Stevenson " C%a'ter ! ($6 )o'ic Area: Service Design
%3.
Bt is the lac- of standardi+ation that can at times lead to serious difficulties and competitive struggles.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! ($7 )o'ic Area: Ot%er Design Considerations
%5. The term failure as applied to reliability means that a part or item does not function at all. FALSE
Failure means that the part or item does not function as it should.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($/ )o'ic Area: Ot%er Design Considerations
)6. /eliability can be defined in terms of a particular point in time or in terms of length of service. TRUE
/eliable designs can be counted on to wor- over time.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (! )o'ic Area: Ot%er Design Considerations
)1. /eliability can be improved by the use of bac-up components. TRUE
Adding a bac-up component is often cheaper than increasing the reliability of a given component.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (!# )o'ic Area: Ot%er Design Considerations
)2. 7elayed differentiation and modular design are tactics for mass customi+ation. TRUE
These allow variety without giving up too much in the way of standardi+ation.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (!1 )o'ic Area: Ot%er Design Considerations
)%. @ifecycle assessment involves incorporating where the product or service is in its lifecycle into system design decisionma-ing. FALSE
@ifecycle assessment involves assessing the environmental impact of a product or service as it goes through its useful life.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!$ )o'ic Area: .nvironmental actors: Sustainability
)). The goal of lifecycle assessment is to incorporate the environmental impact of products or services into productdesign or servicedesign decisionma-ing. TRUE
@ifecycle assessment involves assessing the environmental impact of a product or service as it goes through its useful life.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!! )o'ic Area: .nvironmental actors: Sustainability
)". The three /s /educe, /euse and /ecycle are more applicable in service design than in product design. FALSE
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!4 )o'ic Area: .nvironmental actors: Sustainability
). The goal of value analysis is to find ways of . A. B. /educing the cost of parts and materials =. BB. Bmproving the performance of the product or service &. BBB. Bncorporating multiple cultural values in global system design 7. =oth B and BBB E. =oth B and BB Bn value analysis an attempt is made to reduce the cost andor improve the performance of the product.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!5 )o'ic Area: .nvironmental actors: Sustainability
)0. Chen considering reuse issues for a given product, an important factor to ta-e into account is that product!s . A. 'thical impact =. /eliability &. 7urability 7. 7esign for assembly E. Done of the above /emanufacturing refers to refurbishing used products.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!6 )o'ic Area: .nvironmental actors: Sustainability
)3. Bncorporating design for disassembly 87F79 principles in product design helps firms with design issues. A. @egal =.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!7 )o'ic Area: .nvironmental actors: Sustainability
)5. 7esigning for recycling helps facilitate . A. /educed legal liability B. &ompliance with regulatory environments &. Bncreased product reliability 7. /educed standardi+ation costs '. Done of the above /egulatory environments are increasingly focused on encouraging recycling.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!/ )o'ic Area: .nvironmental actors: Sustainability
"6. *ne way to increase reliability is toE A. improve component design =. increase the number of service stations &. increase mean repair time 7. increase the number of dependent components '. none of the above Another way is to add bac-up components.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (4 )o'ic Area: Ot%er Design Considerations
"1. *ne way to increase reliability is toE A. eliminate bac-up component B. improve preventive maintenance procedures &. increase mean repair time 7. increase the number of independent components '. none of the above 4reventative maintenance leads to longer intervals between brea-downs.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (4# )o'ic Area: Ot%er Design Considerations
"2. Chich of the following is not a reason for redesigning a product or service A. to reduce labor or material cost B. to increase the level of employee satisfaction &. to increase the level of customer satisfaction 7. to attract and increase customer demand '. to increase (uality A product or service redesign does not necessarily involve improving employee satisfaction.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: .asy Learning Objective: !"1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (41 )o'ic Area: 8ntroduction
"%. A disadvantage of global teams for product design is thatE A. &ustomers may have different needs in different countries =. The product designed may have increased mar-etability and utility &. The diversity of an international team may be a detriment D. 'ase of face to face meetings is absent since members are located everywhere '. Technology allows constant contact with team members Bf face to face interaction is re(uired, global design teams might not be a viable option.
AACSB: Diversity Blooms: Understand Difficulty: Medium Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (4$ )o'ic Area: *lobal +roduct and Service Design
"). obile 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 ma-e the phones less desirable. This is an e:ample of . A. robust design B. creeping featurism &. sustainable design 7. (uality function deployment '. component commonality &ustomer satisfaction isn!t strictly dependent on the number of features a product o ffers.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (4! )o'ic Area: ;uman actors
"". *ne step that isn!t part of service blueprinting isE A. 'liminate boundaries for the service and decide on the level of interaction needed =. Bdentify and determine the se(uence of customer and service actions and interactions &. 7evelop time estimates for each phase of the process 7. ;nderstand the time variability involved '. Bdentify potential failure points and develop a plan to minimi+e them 7efining boundaries is a critical part of service blueprinting.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: ;ard Learning Objective: !"# ,ecogni2e several -ey issues in service design& Stevenson " C%a'ter ! (44 )o'ic Area: Service Design
". The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications isE A. basic research =. applied research C. development 7. redesign '. commercial research 7evelopment is the conversion of applied research into useful commercial applications.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (45 )o'ic Area: 8dea *eneration
"0. The advantages of standardi+ation include which of the following 8B.9 The opportunity to free+e design at a ver y early stage 8BB.9 Fewer parts to deal with in inventory 8BBB.9 /educed training cost and time 8B.9 4urchasing is more routine A. B, BB =. B, B &. B, BB, BBB D. BB, BBB, B '. B, BB, BBB, B
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: ;ard Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (46 )o'ic Area: Ot%er Design Considerations
"3. 4roducts or services with a high degree of similarity of features and components are calledE A. generic =. copycat &. ripoffs D. product families '. productservice matri: 7elineating product families helps lead to component commonality.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (47 )o'ic Area: Designing for +roduction
"5. >ust have>, >e:pected> and >e:citement> characteristics are categories in the model. A. =ipolar B. Iano &. 4areto 7. uality '. more is better> design approaches.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (4/ )o'ic Area: Designing for +roduction
6. *ne possible disadvantage of modular design is thatE A. replacement and repair is more difficult =. failure diagnosis is more comple: C. number of configurations of modules decreases 7. individual parts lose their identities '. inventory problems arise odular designs do have the effect of reducing variety.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (5 )o'ic Area: Ot%er Design Considerations
1. Bn the area of product and service design, the acronym &A7 refers toE A. conceptually appropriate design B. computer aided design &. commercial applications design 7. competitive advantage design '. completely automated design &A7 can increase the productivity of product designers.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (5# )o'ic Area: Designing for +roduction
2. Chich of the following statements about &A7 is no t true A. Bt increases the productivity of designers. =. Bt uses computer graphics. &. Bt re(uires a good data base. 7.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: ;ard Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (51 )o'ic Area: Designing for +roduction
%. Chich one of the following is not a factor of successful product and service design A. be aware of what the competitors are doing =. be aware of what customers want &. -now what government regulations are D. use computeri+ed design techni(ues '. -now what new technologies are available &omputeri+ed design techni(ues don!t necessarily lead to successful product and service design.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (5$ )o'ic Area: Designing for +roduction
). 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 subse(uent patches or upgrades, or it can wait until the new version is reasonably bugfree. This is an e:ample of . A. lifecycle analysis =. value analysis C. vaporware 7. concurrent engineering '. design for production aporware is attractive from some perspectives but not from others.
AACSB: .t%ics Blooms: ,emember Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (5! )o'ic Area: Legal and .t%ical Considerations
". Bdeas for new or improved designs can come fromE A. customers =. competitors &. research and development departments 7. production departments E. all of the above &ompanies loo- to many sources for ideas for n ew or improved designs.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (54 )o'ic Area: 8dea *eneration
. The process of dismantling and inspecting a competitor!s new or revised product for the purpose of gleaning design ideas is calledE A. design by imitation =. product analysis C. reverse engineering 7. benchmar-ing '. disassembly /everse engineering can be a good source of ideas for product design.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (55 )o'ic Area: 8dea *eneration
0. The term ‘degrees of newness! is associated withE A. average age of employees =. average length of time on the $ob &. total years of business e:perience D. degree of design change '. average age of the capital e(uipment
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: ;ard Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (56 )o'ic Area: Ot%er Design Considerations
3. The term ‘standardi+ation! is closely associated withE A. customi+ation =. high cost &. longer lead times 7. variety E. interchangeability odular designs depend on standardi+ed parts that are interchangeable.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (57 )o'ic Area: Ot%er Design Considerations
5.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: ;ard Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (5/ )o'ic Area: Service Design
06. The structural approach for integrating customer re(uirements into every aspect of product development is -nown asE A. total (uality management =. customer satisfaction C. (uality function deployment 7. customer integration '. a product development team uality Function 7eployment brings the voice of th e customer into the product development process.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6 )o'ic Area: Ot%er Design Considerations
01. Chich of the following is an issue that designers must ta-e into account in product an d service design A. legal, environmental, and ethical issues =. reliability &. standardi+ation 7. range of operating conditions E. all of the above 7esigns must reflect a large number of factors.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"$ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (6# )o'ic Area: 8dea *eneration
02. *ne of these is not a characteristic of a welldesigned service systemE A. ;ser friendly =. /obust C. 7istributed computer networ-s 7. &ost effective '. 'asy to sustain Celldesigned service systems tend to be user friendly, robust, costeffective and easy to sustain.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"#1 List t%e c%aracteristics of
0%. A formal way to document customer re(uirements isE A. consumer surveys B. (uality function deployment 8F79 &. focus groups 7. 7elphi techni(ue '. salesmar-eting matri: F7 brings the voice of the customer into the design process.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"/ 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6$ )o'ic Area: Ot%er Design Considerations
0). Chich of the following is not true about remanufacturing A. /emanufactured products can be sold at lower cost. =. The process re(uires mostly uns-illed and semis-illed wor-ers. &. There is less depletion of natural resources. D. Bt produces high (uality products easily. '. /emanufacturing is mainly carried out by small and midsi+ed companies. /emanufacturing can be a very difficult and costly process.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (6! )o'ic Area: .nvironmental actors: Sustainability
0". Chich of the following is not one of the phases of product design and development A. specify product specifications =. conduct mar-et test &. specify process specifications 7. conduct design review E. performance applied research 4roduct design and development begins after applied research has been done.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"7 Briefly describe t%e '%ases in 'roduct design and develo'ment& Stevenson " C%a'ter ! (64 )o'ic Area: +%ases in +roduct Design and Develo'ment
0. 'lements of the service process in which there is little to no contact with the customer are referred to as . A. robust =. delayed differentiators C. bac-ofthehouse 7. userfriendly '. missionconsistent Those elements involving substantial contact with the customer are referred to as >frontofthehouse> operations.
AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"# .='lain t%e strategic im'ortance of 'roduct and service design& Stevenson " C%a'ter ! (65 )o'ic Area: O'erations Strategy
00. Bn services, flowcharts are useful for . A. translating basic research into applied research B. identifying and determining the se(uence of customer and service actions and interactions &. developing time estimates for each phase of the service process 7. evaluating ways of standardi+ing service elements with component commonality '. estimating customer satisfaction with the service process The customerservice interaction is depicted using flowcharts.
AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"## 0ame t%e '%ases in service design& Stevenson " C%a'ter ! (66 )o'ic Area: Service Design
