Reducing consumer choices makes service more efficient.
True
A service blueprint is quite similar to an architectural drawing.
True
The process of dismantling and inspecting a competitor's product to discover product improvement is called benchmarking.
False
Design for production" takes into account the capabilities of the organization to produce or deliver a given product or service.
True
Re-manufacturing refers to removing some of the components of old products and reusing them in new products.
True
Which of the following is not a reason for redesigning a product or service?
to increase the level of customer satisfaction
to increase quality
to reduce labor or material cost
to attract and increase customer demand
*** to increase the level of employee satisfaction
Products or services with a high degree of similarity of features and components are called:
Product families
Ideas for new or improved designs can come from:
customers
competitors
research and development departments
production departments
Which of the following is an issue that designers must take into account in product and service design?
legal, environmental, and ethical issues
reliability
standardization
range of operating conditions
In services, flowcharts are useful for _______________
identifying and determining the sequence of customer and service actions and interactions
List the steps involved in getting gasoline into your car for full service and for self-service. Assume that paying cash is the only means of payment.
a. Self-service comprises the following order of steps.
b. Full service comprises the following order of
A. 1. Customer Selects Station
2. Select Octane Level
3. Customer Pumps Desired Amount of Gas and Performs Other Services
4. Pay Cashier for Gas and Other Products (Cash) Inside Station
5. Return to Auto and Drive Off
B.1. Customer Selects Station
2. Tell
Design capacity refers to the maximum output that can possibly be attained.
True
An example of an external factor that influences effective capacity is government safety regulations.
True
Waiting line analysis can be useful for capacity design, especially for service systems.
True
Utilization is defined as the ratio of effective capacity to design capacity.
False
Capacity increases are usually acquired in fairly large "chunks" rather than in smooth increments.
True
A basic question in capacity planning is:
what kind is needed
how much is needed
when is it needed
A reason for the importance of capacity decisions is that capacity:
limits the rate of output possible
affects operating costs
is a major determinant of initial costs
is a long-term commitment of resources
Given the following information, what would efficiency be?
Effective capacity = 50 units per day
Design capacity = 100 units per day
Actual output = 30 units per day
60%
The maximum possible output given a product mix, scheduling difficulties, quality factors, and so on, is:
effective capacity
Utilization is defined as the ratio of:
actual output to design capacity
REDO HOMEWORK for Chapters
...