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| 1 | |
The service system design matrix identifies the relationships among: |
| | A) | Service, customer satisfaction, and profitability |
| | B) | Service, quality, and costs |
| | C) | Customer contact and quality |
| | D) | Customer contact and sales opportunities |
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| 2 | |
The house of quality is best described as |
| | A) | The department housing quality control |
| | B) | A set of matrices used in conjunction with quality function deployment |
| | C) | A seven-step process for implementing the PDCA cycle |
| | D) | An approach to maintaining extremely low levels of process variability |
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| 3 | |
Business process reengineering |
| | A) | Starts with a "clean slate" |
| | B) | Focuses on cost reduction |
| | C) | Focuses on the interface between departments |
| | D) | Eliminates functional department interfaces through technology |
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| 4 | |
An example of a poka-yoke would be |
| | A) | An improved process |
| | B) | A shoe lace |
| | C) | A computer diskette that can't be inserted backwards |
| | D) | The nose pads on sunglasses |
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| 5 | |
Design for manufacture and assembly is an example of |
| | A) | Poka-yoke |
| | B) | Reengineering |
| | C) | Concurrent engineering |
| | D) | QFD |
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| 6 | |
A product design approach that considers transportation implications is known as |
| | A) | Concurrent design |
| | B) | Design for manufacture and assembly |
| | C) | Design for logistics |
| | D) | Design for transportation |
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| 7 | |
The quality function deployment (QFD) process begins with: |
| | A) | Technical design parameters |
| | B) | Customer wants and needs |
| | C) | Quality control requirements |
| | D) | Target component characteristics |
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| 8 | |
In the house of quality, HOWS are |
| | A) | Actual measures of performance |
| | B) | Performance goals |
| | C) | Technical terms for the way WHATS will be achieved |
| | D) | The importance ranking of the WHATS |
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| 9 | |
Characteristics of a service blueprint that distinguish it from a more traditional flow chart include: |
| | A) | Greater detail |
| | B) | Inclusion of the customer's evaluation |
| | C) | Addition of quantifiable value attributes |
| | D) | Notation of fail points, wait points, and the line of visibility |
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| 10 | |
According to the service system design matrix |
| | A) | As customer contact increases, sales opportunities decrease |
| | B) | As customer contact increases, process efficiency increases |
| | C) | As customer contact decreases, sales opportunities increase |
| | D) | As customer contact decreases, process efficiency increases |
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