FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 4: Product and Service Design

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 21

Multiple Choice

Review LaterAdd Note

Review Later

One step that isn't part of service blueprinting is:

A) Eliminate boundaries for the service and decide on the level of interaction needed
B) Identify and determine the sequence of customer and service actions and interactions
C) Develop time estimates for each phase of the process
D) Understand the time variability involved
E) Identify potential failure points and develop a plan to minimize them

F) B) and C)
G) A) and E)

Correct Answer

verified

Show Answer

Question 22

True/False

Review LaterAdd Note

Review Later

The process of dismantling and inspecting a competitor's product to discover product improvement is called benchmarking.

A) True
B) False

Correct Answer

verified

Show Answer

Question 23

True/False

Review LaterAdd Note

Service design often must take into account the degree of customer contact required.

Mobile 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 make the phones less desirable.This is an example of _________.

"Concurrent engineering" brings people concerned with manufacturing into the design phase earlier than in the "over-the-wall" approach.

One way to increase reliability is to:

The goal of value analysis is to find ways of _______.

When considering re-use issues for a given product, an important factor to take into account is that product's _______.

Basic research is done with the expectation that discoveries will have near-term commercial application.

The three Rs - Reduce, Re-use and Recycle - are more applicable in service design than in product design.

A service blueprint is quite similar to an architectural drawing.

One motivation for an organization to redesign its product or service is to avoid the alternative of downsizing the organization.

Quality function deployment (QFD) is based on a set of standards which relate customer requirements to company capabilities.

Reliability can be improved by the use of backup components.

Consumers tend to resist purchasing products containing recycled materials.

The goal of life-cycle assessment is to incorporate the environmental impact of products or services into product-design or service-design decision-making.

One of the main advantages of standardization is that it increases the potential variety of products.

Designing for recycling helps facilitate ______.

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

A disadvantage of standardization is the possibility of standardizing designs too early, which may make it difficult to modify in the future.