Operations Management - Chapter 4

Operations Management - Chapter 4 Study Operations Management - Chapter 4 Terms in this set (77) Global teams provide diversity while eliminating conflicts and miscommunication. FALSE Using globally diverse design teams increases the risks of conflicts and miscommunication. A 'House of Quality' is achieved when no FALSE department in a single location has more The house of quality is a means of integrating the voice of the customer than 15% rejects. into the product or service development process. Concurrent Engineering is another term for sequential development. One of the main advantages of FALSE Concurrent engineering involves simultaneous product and production development. FALSE Operations Management - Chapter 4 Study early, which may make it difficult to modify in the future. Reducing consumer choices makes service more efficient. TRUE Efficiency comes from the standardization that results from reduced consumer choices. Modular design increases costs of FALSE purchasing and controlling inventory Modular designs make inventory management easier and cheaper. compared to non-modular. Product failures can be easier to remedy TRUE with modular design. Modular designs make it easy to change only portions of the design. One motivation for an organization to TRUE redesign its product or service is to avoid The threat of downsizing often spurs product or service redesign. the alternative of downsizing the organization. A major benefit of Computer Aided Design TRUE (CAD) is the increased productivity of CAD tends to greatly increase designers' productivity. designers. Operations Management - Chapter 4 existing product or service. A service blueprint is quite similar to an architectural drawing. Study though other features are modified or enhanced. TRUE A service blueprint shows the basic customer and service actions involved in a service operation. The process of dismantling and inspecting a FALSE competitor's product to discover product Dismantling and inspecting a competitor's product to discover product improvement is called benchmarking. improvement is called reverse engineering. To save money, it is essential that designers FALSE revise the production capabilities to meet Saving money requires designers to ensure that new products can be the requirements of the new products. produced using existing production capabilities. Many US manufacturers are now shifting TRUE their focus from products to both product Both product and process must be considered in the product/service and process improvements. design question. Applied research has the objective of TRUE achieving commercial applications for new Applied research is aimed at commercializing basic research. ideas. Operations Management - Chapter 4 Study commercial application application. "Design for production" takes into account TRUE the capabilities of the organization to Design for production is important to ensure that product or service produce or deliver a given product or design decisions are feasible. service. Consumers tend to resist purchasing products containing recycled materials. FALSE Consumers are beginning to respond positively when informed that their purchases contain recycled materials. "Concurrent engineering" brings people TRUE concerned with manufacturing into the Concurrent engineering people concerned with manufacturing are design phase earlier than in the "over-the- actively engaged in the design phase. wall" approach. "Concurrent engineering" means that at least two engineers are involved in product design at the same time. FALSE Concurrent engineering means that engineers, marketing, manufacturing and purchasing personnel often are jointly involved in the product design. Operations Management - Chapter 4 Study product. "Quality Function Deployment" is a FALSE structured approach that guarantees that the Quality Function Deployment ensures that the voice of the customer is highest quality product or service will be integrated into the product or service design question. designed. Product liability means that a manufacturer is TRUE liable for any injuries and damages caused Product liability is a serious issue for manufacturers. by a faulty product because of poor workmanship or design. The process of dismantling and inspecting a TRUE competitor's product to discover Reverse engineering is a legitimate means of evaluating the competitive improvement is called reverse engineering. landscape. Research and development (R&D) refers to TRUE organized efforts that are directed toward Product or process innovations often result from deliberate R&D increasing scientific knowledge and product programs. (or process) innovation. Operations Management - Chapter 4 Study service, or process. Re-manufacturing refers to removing some TRUE of the components of old products and Re-manufacturing is a way of increasing sustainability. reusing them in new products. The demand for a product and the rate of TRUE technological change have significant How long a product stays in a particular phase of its life cycle depends impact on the length of a given phase of the greatly on the rate of technological change. product life cycle. Robust design describes a product that will FALSE perform satisfactorily so long as it is used in Robust designs perform satisfactorily across a wide range of conditions. a very narrow range of conditions. Taguchi design methods involve identifying FALSE the optimal operating or environmental Taguchi design methods involve designing products that are relatively conditions for a given product. insensitive to environmental factors. Quality function deployment (QFD) is based FALSE on a set of standards which relate customer QFD relates customer requirements to product designs and the requirements to company capabilities. capabilities necessary to carry these designs out. Operations Management - Chapter 4 of Quality" because, when completed, they Study design elements. "house" all of the customer's quality requirements. Service design often must take into account TRUE the degree of customer contact required. Customer contact is a critical service design issue. Reliability refers to the ability of a product to TRUE perform its intended function under normal Greater reliability translates into a greater likelihood of the product conditions. working in normal conditions. Applied research is the major R & D effort of TRUE business organizations because of the desire Most business organizations focus on applied rather than basic for commercial applications. research. Commonality of components is beneficial FALSE for manufacturing but not for services. Services can benefit from commonality in service elements. Standardization can at times lead to serious FALSE difficulties and competitive struggles, It is the lack of standardization that can at times lead to serious particularly when systems are running under difficulties and competitive struggles. different conditions. Operations Management - Chapter 4 Study at all. Reliability can be defined in terms of a TRUE particular point in time or in terms of length Reliable designs can be counted on to work over time. of service. Reliability can be improved by the use of backup components. Delayed differentiation and modular design are tactics for mass customization. TRUE Adding a backup component is often cheaper than increasing the reliability of a given component. TRUE These allow variety without giving up too much in the way of standardization. Life-cycle assessment involves incorporating FALSE where the product or service is in its life- Life-cycle assessment involves assessing the environmental impact of a cycle into system-design decision-making. product or service as it goes through its useful life. The goal of life-cycle assessment is to TRUE incorporate the environmental impact of Life-cycle assessment involves assessing the environmental impact of a products or services into product-design or product or service as it goes through its useful life. service-design decision-making. Operations Management - Chapter 4 Study in product design. The goal of value analysis is to find ways of E. Both I and II _______. In value analysis an attempt is made to reduce the cost and/or improve A. I. Reducing the cost of parts and the performance of the product. materials B. II. Improving the performance of the product or service C. III. Incorporating multiple cultural values in global system design D. Both I and III E. Both I and II When considering re-use issues for a given E. None of the above product, an important factor to take into Remanufacturing refers to refurbishing used products. account is that product's _______. Incorporating design for disassembly (DFD) C. Re-use principles in product design helps firms with Refurbished products must first be disassembled. ___________ design issues. Operations Management - Chapter 4 gulatory environments are increasingly focused on encouraging recycling. recycling. One way to increase reliability is to: A. improve component design Another way is to add backup components. B. improve preventive maintenance procedures One way to increase reliability is to: Preventative maintenance leads to longer intervals between breakdowns. Which of the following is not a reason for redesigning a product or service? B. to increase the level of employee satisfaction A product or service redesign does not necessarily involve improving employee satisfaction. D. Ease of face to face meetings is absent since members are located A disadvantage of global teams for product everywhere design is that: If face to face interaction is required, global design teams might not be a viable option. Study Operations Management - Chapter 4 into handheld multimedia communications Customer satisfaction isn't strictly dependent on the number of features a product offers. a product offers. devices, but in the eyes of some customers these new features make the phones less desirable. This is an example of _________. One step that isn't part of service blueprinting is: A. Eliminate boundaries for the service and decide on the level of interaction needed Defining boundaries is a critical part of service blueprinting. The research and development activity C. development which starts after positive research results Development is the conversion of applied research into useful are available and attempts to turn these commercial applications. results into useful commercial applications is: The advantages of standardization include D. II, III, IV which of the following? Standardization doesn't necessarily help in freezing designs early. (I.) The opportunity to freeze design at a very early stage (II.) Fewer parts to deal with in inventory (III.) Reduced training cost and time Study (IV.) Purchasing is more routine Operations Management - Chapter 4 Study called: "Must have", "expected" and "excitement" B. Kano characteristics are categories in the ____ The Kano model is an alternative to "more is better" design approaches model. One possible disadvantage of modular C. number of configurations of modules decreases design is that: Modular designs do have the effect of reducing variety. In the area of product and service design, B. computer aided design the acronym CAD refers to: CAD can increase the productivity of product designers. Which of the following statements about E. It is used successfully by all manufacturing companies. CAD is not true? Not all manufacturers use CAD. Which one of the following is not a factor of successful product and service design? D. use computerized design techniques Computerized design techniques don't necessarily lead to successful product and service design. Operations Management - Chapter 4 Study company can go ahead and release the version now and correct flaws with subsequent patches or upgrades, or it can wait until the new version is reasonably bugfree. This is an example of _____. Ideas for new or improved designs can come from: E. all of the above Companies look to many sources for ideas for new or improved designs. The process of dismantling and inspecting a C. reverse engineering competitor's new or revised product for the Reverse engineering can be a good source of ideas for product design. purpose of gleaning design ideas is called: The term 'degrees of newness' is associated D. degree of design change with: Superficial design changes are low in 'degrees of newness. The term 'standardization' is closely associated with: E. interchangeability Modular designs depend on standardized parts that are interchangeable. Operations Management - Chapter 4 product design in which of the following ways? Study Often service design flaws are not discovered until some customers have been served. The structural approach for integrating C. quality function deployment customer requirements into every aspect of Quality Function Deployment brings the voice of the customer into the product development is known as: product development process. Which of the following is an issue that E. all of the above designers must take into account in product Designs must reflect a large number of factors. and service design? One of these is not a characteristic of a welldesigned service system: C. Distributed computer networks Well-designed service systems tend to be user friendly, robust, costeffective and easy to sustain. A formal way to document customer B. quality function deployment (QFD) requirements is: QFD brings the voice of the customer into the design process. Which of the following is not true about re- D. It produces high quality products easily. manufacturing? Re-manufacturing can be a very difficult and costly process. Operations Management - Chapter 4 Study development? been done. Elements of the service process in which C. back-of-the-house there is little to no contact with the customer Those elements involving substantial contact with the customer are are referred to as ____________. referred to as "front-of-the-house" operations. In services, flowcharts are useful for ____________. B. identifying and determining the sequence of customer and service actions and interactions The customer-service interaction is depicted using flowcharts.