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OPS 571 Week 1 Quiz

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Week 1 Quiz (All answers correct)

1Why would a company want to supply a product to preferred customers during product ramp-up?


  • Help develop a marketing plan
  • Test the shipping process
  • Identify any remaining flaws
  • Get choice shelf positioning



2What is a company trying to optimize in the most common approach to developing a workcenter layout?


  • Number of defects
  • Amount of required staff
  • Work shift hours
  • Movement of material



3 Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage?

  • Rivets should actually be placed farthest away from the fuselage.
  • Rivets are small and you don’t want to lose them
  • Rivets are used one time only in the construction process
  • Rivets are used consistently throughout the construction process


4Some may argue that the production-line approach may not treat the process as a service process, but as what type of process?


  • An operational approach
  • A marketing approach
  • A manufacturing approach
  • A quality approach


5 Which of the following is a good example of a continuous process layout?

  • A sit-down restaurant
  • A gas refinery
  • A home construction site
  • An automobile manufacturing plant


6Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?

  • The personal attention they provide their customers
  • Customer-facing employees who only talk to rich customers
  • A self-service approach to customer service
  • Poor customer service


7For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?


  • marketing, design, manufacturing, other
  • marketing, operations, training, development
  • strengths, weaknesses, opportunities, threats
  • operations, quality, personnel, finance



8Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process?


  • This phase requires $0 to complete.
  • This phase is not necessary.
  • This phase happens before the project is approved.
  • This phase is not completed until after the project has been funded.



9What happens to production efficiency as the customer exerts more influence on the system?


  • Production efficiency is decreased
  • Production efficiency is increased
  • There is no effect on production efficiency
  • Production efficiency is eliminated



10Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?


  • A service defect
  • A reason for over-production
  • An unidentifiable waste
  • A new process design flaw



11If an automotive service center has an issue with a car not being clean when returned to a customer, the poka-yoke corrective action might include what?


  • Leaving the plastic on the seat when returning the car to the customer.
  • Letting the customer make this determination
  • Leaving it up to the service tech who took care of the repair to determine if the car is clean
  • An inspection by the person returning the car before the car is seen by the customer.

12Why do many customers like the self-service approach to service design?


  • The customer is always right in this type of system.
  • It gives the customer more opportunity to steal from a company
  • It puts the customer in control
  • It provides the customer with the greatest amount of personal service.



13Permeable systems are characterized by being penetrable by customers via what two forms of contact?


  • Face-to-face and internet contact
  • Internet and mail contact
  • Internet and phone contact
  • Phone and face-to-face contact




14A service process design flowchart is referred to as a service blueprint to emphasize what?


  • The impact of blueprints
  • The impact of customer service
  • The importance of system engineering
  • The importance of process design



15 According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency?

  • Equal Relationship
  • Inverse Relationship
  • No Relationship
  • Direct Relationship
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