ch4

Student: ___________________________________________________________________________ 1. Global teams provide diversity while eliminating conflicts and miscommunication. True False

2. A House of uality! is achieved when no department in a single location has more than 1"# re$ects. True False

%. &oncurrent 'ngineering is another term for se(uential development. True False

). *ne of the main advantages of standardi+ation is that it increases the potential variety of products. True False

". A disadvantage of standardi+ation is the possibility of standardi+ing designs too early, which may ma-e it difficult to modify in the future. True False

.. /educing consumer choices ma-es service more efficient. True False

0. 1odular design increases costs of purchasing and controlling inventory compared to non2modular. True False

3. 4roduct failures can be easier to remedy with modular design. True False

5. *ne motivation for an organi+ation to redesign its product or service is to avoid the alternative of downsi+ing the organi+ation. True False

16. A ma$or benefit of &omputer Aided 7esign 8&A79 is the increased productivity of designers. True False

11. 1ost of the time what is called product or service design is actually a redesign of an e:isting product or service. True False

12. A service blueprint is (uite similar to an architectural drawing. True False

1%. The process of dismantling and inspecting a competitor!s product to discover product improvement is called benchmar-ing. True False

1). To save money, it is essential that designers revise the production capabilities to meet the re(uirements of the new products. True False

1". 1any ;< manufacturers are now shifting their focus from products to both product and process improvements. True False

1.. Applied research has the ob$ective of achieving commercial applications for new ideas. True False

10. =asic research is done with the e:pectation that discoveries will have near2term commercial application. True False

13. >7esign for production> ta-es into account the capabilities of the organi+ation to produce or deliver a given product or service. True False

15. &onsumers tend to resist purchasing products containing recycled materials. True False

26. >&oncurrent engineering> brings people concerned with manufacturing into the design phase earlier than in the >over2the2wall> approach. True False

21. >&oncurrent engineering> means that at least two engineers are involved in product design at the same time. True False

22. *ne approach to e:tending a product!s life cycle is to promote alternate uses of the product. True False

2%. > uality Function 7eployment> is a structured approach that guarantees that the highest (uality product or service will be designed. True False

2). 4roduct liability means that a manufacturer is liable for any in$uries and damages caused by a faulty product because of poor wor-manship or design. True False

2". The process of dismantling and inspecting a competitor!s product to discover improvement is called reverse engineering. True False

2.. /esearch and development 8/?79 refers to organi+ed efforts that are directed toward increasing scientific -nowledge and product 8or process9 innovation. True False

20. <tandardi+ation refers to the e:tent to which there is absence of variety in a product, service, or process. True False

23. /e2manufacturing refers to removing some of the components of old products and reusing them in new products. True False

25. The demand for a product and the rate of technological change have significant impact on the length of a given phase of the product life cycle. True False

%6. /obust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions. True False

%1. Taguchi design methods involve identifying the optimal operating or environmental conditions for a given product. True False

%2. uality function deployment 8 F79 is based on a set of standards which relate customer re(uirements to company capabilities. True False

%%. The (uality function deployment 8 F79 matrices are often referred to as the >House of uality> because, when completed, they >house> all of the customer!s (uality re(uirements. True False

%). <ervice design often must ta-e into account the degree of customer contact re(uired. True False

%". /eliability refers to the ability of a product to perform its intended function under normal conditions. True False

%.. Applied research is the ma$or / ? 7 effort of business organi+ations because of the desire for commercial applications. True False

%0. &ommonality of components is beneficial for manufacturing but not for services. True False

%3. <tandardi+ation can at times lead to serious difficulties and competitive struggles, particularly when systems are running under different conditions. True False

%5. The term failure as applied to reliability means that a part or item does not function at all. True False

)6. /eliability can be defined in terms of a particular point in time or in terms of length of service. True False

)1. /eliability can be improved by the use of bac-up components. True False

)2. 7elayed differentiation and modular design are tactics for mass customi+ation. True False

)%. @ife2cycle assessment involves incorporating where the product or service is in its life2cycle into system2 design decision2ma-ing. True False

)). The goal of life2cycle assessment is to incorporate the environmental impact of products or services into product2design or service2design decision2ma-ing. True False

)". The three /s 2 /educe, /e2use and /ecycle 2 are more applicable in service design than in product design. True False

).. The goal of value analysis is to find ways of AAAAAAA. A. B. /educing the cost of parts and materials =. BB. Bmproving the performance of the product or service &. BBB. Bncorporating multiple cultural values in global system design 7. =oth B and BBB '. =oth B and BB

)0. Chen considering re2use issues for a given product, an important factor to ta-e into account is that product!s AAAAAAA. A. 'thical impact =. /eliability &. 7urability 7. 7esign for assembly '. Done of the above

)3. Bncorporating design for disassembly 87F79 principles in product design helps firms with AAAAAAAAAAA design issues. A. @egal =. <ocial &. /e2use 7. /everse engineering '. /e2engineering

)5. 7esigning for recycling helps facilitate AAAAAA. A. /educed legal liability =. &ompliance with regulatory environments &. Bncreased product reliability 7. /educed standardi+ation costs '. Done of the above

"6. *ne way to increase reliability is toE A. improve component design =. increase the number of service stations &. increase mean repair time 7. increase the number of dependent components '. none of the above

"1. *ne way to increase reliability is toE A. eliminate bac-up component =. improve preventive maintenance procedures &. increase mean repair time 7. increase the number of independent components '. none of the above

"2. Chich of the following is not a reason for redesigning a product or serviceF A. to reduce labor or material cost =. to increase the level of employee satisfaction &. to increase the level of customer satisfaction 7. to attract and increase customer demand '. to increase (uality

"%. A disadvantage of global teams for product design is thatE A. &ustomers may have different needs in different countries =. The product designed may have increased mar-etability and utility &. The diversity of an international team may be a detriment 7. 'ase of face to face meetings is absent since members are located everywhere '. Technology allows constant contact with team members

"). 1obile 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 ma-e the phones less desirable. This is an e:ample of AAAAAAAAA. A. robust design =. creeping featurism &. sustainable design 7. (uality function deployment '. component commonality

"". *ne step that isn!t part of service blueprinting isE A. 'liminate boundaries for the service and decide on the level of interaction needed =. Bdentify and determine the se(uence of customer and service actions and interactions &. 7evelop time estimates for each phase of the process 7. ;nderstand the time variability involved '. Bdentify potential failure points and develop a plan to minimi+e them

".. The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications isE A. basic research =. applied research &. development 7. redesign '. commercial research

"0. The advantages of standardi+ation include which of the followingF 8B.9 The opportunity to free+e design at a very early stage 8BB.9 Fewer parts to deal with in inventory 8BBB.9 /educed training cost and time 8BG.9 4urchasing is more routine A. B, BB =. B, BG &. B, BB, BBB 7. BB, BBB, BG '. B, BB, BBB, BG

"3. 4roducts or services with a high degree of similarity of features and components are calledE A. generic =. copy2cat &. rip2offs 7. product families '. productHservice matri:

"5. >1ust have>, >e:pected> and >e:citement> characteristics are categories in the AAAA model. A. =i2polar =. Iano &. 4areto 7. uality '. <ervice 1atri:

.6. *ne possible disadvantage of modular design is thatE A. replacement and repair is more difficult =. failure diagnosis is more comple: &. number of configurations of modules decreases 7. individual parts lose their identities '. inventory problems arise

.1. Bn the area of product and service design, the acronym &A7 refers toE A. conceptually appropriate design =. computer aided design &. commercial applications design 7. competitive advantage design '. completely automated design

.2. Chich of the following statements about &A7 is not trueF A. Bt increases the productivity of designers. =. Bt uses computer graphics. &. Bt re(uires a good data base. 7. <ome systems permit engineering or cost analysis of proposed designs. '. Bt is used successfully by all manufacturing companies.

.%. Chich one of the following is not a factor of successful product and service designF A. be aware of what the competitors are doing =. be aware of what customers want &. -now what government regulations are 7. use computeri+ed design techni(ues '. -now what new technologies are available

.). A software company is weighing whether to release a new version of its software. The company can go ahead and release the version now and correct flaws with subse(uent patches or upgrades, or it can wait until the new version is reasonably bug2free. This is an e:ample of AAAAA. A. life2cycle analysis =. value analysis &. vaporware 7. concurrent engineering '. design for production

.". Bdeas for new or improved designs can come fromE A. customers =. competitors &. research and development departments 7. production departments '. all of the above

... The process of dismantling and inspecting a competitor!s new or revised product for the purpose of gleaning design ideas is calledE A. design by imitation =. product analysis &. reverse engineering 7. benchmar-ing '. disassembly

.0. The term degrees of newness! is associated withE A. average age of employees =. average length of time on the $ob &. total years of business e:perience 7. degree of design change '. average age of the capital e(uipment

.3. The term standardi+ation! is closely associated withE A. customi+ation =. high cost &. longer lead times 7. variety '. interchangeability

.5. <ervice design generally differs from product design in which of the following waysF A. <ervice design tends to focus on tangible factors. =. There is less latitude in detecting and correcting errors prior to delivery. &. There is a lesser re(uirement to be aware of competitors! offerings. 7. There is less visibility to customers. '. There is no difference.

06. The structural approach for integrating customer re(uirements into every aspect of product development is -nown asE A. total (uality management =. customer satisfaction &. (uality function deployment 7. customer integration '. a product development team

01. Chich of the following is an issue that designers must ta-e into account in product and service designF A. legal, environmental, and ethical issues =. reliability &. standardi+ation 7. range of operating conditions '. all of the above

02. *ne of these is not a characteristic of a well2designed service systemE A. ;ser friendly =. /obust &. 7istributed computer networ-s 7. &ost effective '. 'asy to sustain

0%. A formal way to document customer re(uirements isE A. consumer surveys =. (uality function deployment 8 F79 &. focus groups 7. 7elphi techni(ue '. salesHmar-eting matri:

0). Chich of the following is not true about re2manufacturingF A. /e2manufactured products can be sold at lower cost. =. The process re(uires mostly uns-illed and semis-illed wor-ers. &. There is less depletion of natural resources. 7. Bt produces high (uality products easily. '. /e2manufacturing is mainly carried out by small and mid2si+ed companies.

0". Chich of the following is not one of the phases of product design and developmentF A. specify product specifications =. conduct mar-et test &. specify process specifications 7. conduct design review '. performance applied research

0.. 'lements of the service process in which there is little to no contact with the customer are referred to as AAAAAAAAAAAA. A. robust =. delayed differentiators &. bac-2of2the2house 7. user2friendly '. mission2consistent

00. Bn services, flowcharts are useful for AAAAAAAAAAAAAAA. A. translating basic research into applied research =. identifying and determining the se(uence of customer and service actions and interactions &. developing time estimates for each phase of the service process 7. evaluating ways of standardi+ing service elements with component commonality '. estimating customer satisfaction with the service process

ch) Iey

1. Global teams provide diversity while eliminating conflicts and miscommunication. FALSE ;sing globally diverse design teams increases the ris-s of conflicts and miscommunication.

AACSB: Diversity Blooms: Understand Difficulty: Medium Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (# )o'ic Area: *lobal +roduct and Service Design

2. A House of uality! is achieved when no department in a single location has more than 1"# re$ects. FALSE The house of (uality is a means of integrating the voice of the customer into the product or service development process.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1 )o'ic Area: Ot%er Design Considerations

%. &oncurrent 'ngineering is another term for se(uential development. FALSE &oncurrent engineering involves simultaneous product and production development.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($ )o'ic Area: Designing for +roduction

). *ne of the main advantages of standardi+ation is that it increases the potential variety of products. FALSE <tandardi+ation reduces the variety of products.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (! )o'ic Area: Ot%er Design Considerations

". A disadvantage of standardi+ation is the possibility of standardi+ing designs too early, which may ma-e it difficult to modify in the future. TRUE <tandardi+ation loc-s firms into designs that aren!t easily changed.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (4 )o'ic Area: Ot%er Design Considerations

.. /educing consumer choices ma-es service more efficient. TRUE 'fficiency comes from the standardi+ation that results from reduced consumer choices.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: .asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (5 )o'ic Area: Service Design

0. 1odular design increases costs of purchasing and controlling inventory compared to non2modular. FALSE 1odular designs ma-e inventory management easier and cheaper.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6 )o'ic Area: Ot%er Design Considerations

3. 4roduct failures can be easier to remedy with modular design. TRUE 1odular designs ma-e it easy to change only portions of the design.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (7 )o'ic Area: Ot%er Design Considerations

5. *ne motivation for an organi+ation to redesign its product or service is to avoid the alternative of downsi+ing the organi+ation. TRUE The threat of downsi+ing often spurs product or service redesign.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (/ )o'ic Area: 8ntroduction

16. A ma$or benefit of &omputer Aided 7esign 8&A79 is the increased productivity of designers. TRUE &A7 tends to greatly increase designers! productivity.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (# )o'ic Area: Designing for +roduction

11. 1ost of the time what is called product or service design is actually a redesign of an e:isting product or service. TRUE ;sually the core product or service remains relatively unchanged even though other features are modified or enhanced.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (## )o'ic Area: 8ntroduction

12. A service blueprint is (uite similar to an architectural drawing. TRUE A service blueprint shows the basic customer and service actions involved in a service operation.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (#1 )o'ic Area: Service Design

1%. The process of dismantling and inspecting a competitor!s product to discover product improvement is called benchmar-ing. FALSE 7ismantling and inspecting a competitor!s product to discover product improvement is called reverse engineering.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#$ )o'ic Area: 8dea *eneration

1). To save money, it is essential that designers revise the production capabilities to meet the re(uirements of the new products. FALSE <aving money re(uires designers to ensure that new products can be produced using e:isting production capabilities.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (#! )o'ic Area: Designing for +roduction

1". 1any ;< manufacturers are now shifting their focus from products to both product and process improvements. TRUE =oth product and process must be considered in the productHservice design (uestion.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (#4 )o'ic Area: 8ntroduction

1.. Applied research has the ob$ective of achieving commercial applications for new ideas. TRUE Applied research is aimed at commerciali+ing basic research.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#5 )o'ic Area: 8dea *eneration

10. =asic research is done with the e:pectation that discoveries will have near2term commercial application. FALSE =asic research is done with no clear e:pectations regarding commercial application.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (#6 )o'ic Area: 8dea *eneration

13. >7esign for production> ta-es into account the capabilities of the organi+ation to produce or deliver a given product or service. TRUE 7esign for production is important to ensure that product or service design decisions are feasible.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (#7 )o'ic Area: Designing for +roduction

15. &onsumers tend to resist purchasing products containing recycled materials. FALSE &onsumers are beginning to respond positively when informed that their purchases contain recycled materials.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (#/ )o'ic Area: .nvironmental :actors: Sustainability

26. >&oncurrent engineering> brings people concerned with manufacturing into the design phase earlier than in the >over2the2wall> approach. TRUE Bn concurrent engineering people concerned with manufacturing are actively engaged in the design phase.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1 )o'ic Area: Designing for +roduction

21. >&oncurrent engineering> means that at least two engineers are involved in product design at the same time. FALSE &oncurrent engineering means that engineers, mar-eting, manufacturing and purchasing personnel often are $ointly involved in the product design.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (1# )o'ic Area: Designing for +roduction

22. *ne approach to e:tending a product!s life cycle is to promote alternate uses of the product. TRUE Alternate uses e:tend product life cycles.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (11 )o'ic Area: .nvironmental :actors: Sustainability

2%. > uality Function 7eployment> is a structured approach that guarantees that the highest (uality product or service will be designed. FALSE uality Function 7eployment ensures that the voice of the customer is integrated into the product or service design (uestion.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (1$ )o'ic Area: Ot%er Design Considerations

2). 4roduct liability means that a manufacturer is liable for any in$uries and damages caused by a faulty product because of poor wor-manship or design. TRUE 4roduct liability is a serious issue for manufacturers.

AACSB: .t%ics Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (1! )o'ic Area: Legal and .t%ical Considerations

2". The process of dismantling and inspecting a competitor!s product to discover improvement is called reverse engineering. TRUE /everse engineering is a legitimate means of evaluating the competitive landscape.

AACSB: .t%ics Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (14 )o'ic Area: Legal and .t%ical Considerations

2.. /esearch and development 8/?79 refers to organi+ed efforts that are directed toward increasing scientific -nowledge and product 8or process9 innovation. TRUE 4roduct or process innovations often result from deliberate /?7 programs.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (15 )o'ic Area: 8dea *eneration

20. <tandardi+ation refers to the e:tent to which there is absence of variety in a product, service, or process. TRUE <tandardi+ation reduces variety and leads to greater efficiency.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (16 )o'ic Area: Ot%er Design Considerations

23. /e2manufacturing refers to removing some of the components of old products and reusing them in new products. TRUE /e2manufacturing is a way of increasing sustainability.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (17 )o'ic Area: .nvironmental :actors: Sustainability

25. The demand for a product and the rate of technological change have significant impact on the length of a given phase of the product life cycle. TRUE How long a product stays in a particular phase of its life cycle depends greatly on the rate of technological change.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (1/ )o'ic Area: ;uman :actors

%6. /obust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions. FALSE /obust designs perform satisfactorily across a wide range of conditions.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($ )o'ic Area: Ot%er Design Considerations

%1. Taguchi design methods involve identifying the optimal operating or environmental conditions for a given product. FALSE Taguchi design methods involve designing products that are relatively insensitive to environmental factors.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($# )o'ic Area: Ot%er Design Considerations

%2. uality function deployment 8 F79 is based on a set of standards which relate customer re(uirements to company capabilities. FALSE F7 relates customer re(uirements to product designs and the capabilities necessary to carry these designs out.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: ;ard Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($1 )o'ic Area: Ot%er Design Considerations

%%. The (uality function deployment 8 F79 matrices are often referred to as the >House of uality> because, when completed, they >house> all of the customer!s (uality re(uirements. FALSE F7 matrices lin- customer re(uirements with other productHprocess design elements.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($$ )o'ic Area: Ot%er Design Considerations

%). <ervice design often must ta-e into account the degree of customer contact re(uired. TRUE &ustomer contact is a critical service design issue.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! ($! )o'ic Area: Service Design

%". /eliability refers to the ability of a product to perform its intended function under normal conditions. TRUE Greater reliability translates into a greater li-elihood of the product wor-ing in normal conditions.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! ($4 )o'ic Area: Ot%er Design Considerations

%.. Applied research is the ma$or / ? 7 effort of business organi+ations because of the desire for commercial applications. TRUE 1ost business organi+ations focus on applied rather than basic research.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! ($5 )o'ic Area: 8dea *eneration

%0. &ommonality of components is beneficial for manufacturing but not for services. FALSE <ervices can benefit from commonality in service elements.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"# ,ecogni2e several -ey issues in service design& Stevenson " C%a'ter ! ($6 )o'ic Area: Service Design

%3. <tandardi+ation can at times lead to serious difficulties and competitive struggles, particularly when systems are running under different conditions. FALSE Bt is the lac- of standardi+ation that can at times lead to serious difficulties and competitive struggles.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! ($7 )o'ic Area: Ot%er Design Considerations

%5. The term failure as applied to reliability means that a part or item does not function at all. FALSE Failure means that the part or item does not function as it should.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! ($/ )o'ic Area: Ot%er Design Considerations

)6. /eliability can be defined in terms of a particular point in time or in terms of length of service. TRUE /eliable designs can be counted on to wor- over time.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (! )o'ic Area: Ot%er Design Considerations

)1. /eliability can be improved by the use of bac-up components. TRUE Adding a bac-up component is often cheaper than increasing the reliability of a given component.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (!# )o'ic Area: Ot%er Design Considerations

)2. 7elayed differentiation and modular design are tactics for mass customi+ation. TRUE These allow variety without giving up too much in the way of standardi+ation.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (!1 )o'ic Area: Ot%er Design Considerations

)%. @ife2cycle assessment involves incorporating where the product or service is in its life2cycle into system2 design decision2ma-ing. FALSE @ife2cycle assessment involves assessing the environmental impact of a product or service as it goes through its useful life.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!$ )o'ic Area: .nvironmental :actors: Sustainability

)). The goal of life2cycle assessment is to incorporate the environmental impact of products or services into product2design or service2design decision2ma-ing. TRUE @ife2cycle assessment involves assessing the environmental impact of a product or service as it goes through its useful life.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!! )o'ic Area: .nvironmental :actors: Sustainability

)". The three /s 2 /educe, /e2use and /ecycle 2 are more applicable in service design than in product design. FALSE <ervices cannot be re2used or recycled.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!4 )o'ic Area: .nvironmental :actors: Sustainability

).. The goal of value analysis is to find ways of AAAAAAA. A. B. /educing the cost of parts and materials =. BB. Bmproving the performance of the product or service &. BBB. Bncorporating multiple cultural values in global system design 7. =oth B and BBB E. =oth B and BB Bn value analysis an attempt is made to reduce the cost andHor improve the performance of the product.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!5 )o'ic Area: .nvironmental :actors: Sustainability

)0. Chen considering re2use issues for a given product, an important factor to ta-e into account is that product!s AAAAAAA. A. 'thical impact =. /eliability &. 7urability 7. 7esign for assembly E. Done of the above /emanufacturing refers to refurbishing used products.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!6 )o'ic Area: .nvironmental :actors: Sustainability

)3. Bncorporating design for disassembly 87F79 principles in product design helps firms with AAAAAAAAAAA design issues. A. @egal =. <ocial C. /e2use 7. /everse engineering '. /e2engineering /efurbished products must first be disassembled.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!7 )o'ic Area: .nvironmental :actors: Sustainability

)5. 7esigning for recycling helps facilitate AAAAAA. A. /educed legal liability B. &ompliance with regulatory environments &. Bncreased product reliability 7. /educed standardi+ation costs '. Done of the above /egulatory environments are increasingly focused on encouraging recycling.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (!/ )o'ic Area: .nvironmental :actors: Sustainability

"6. *ne way to increase reliability is toE A. improve component design =. increase the number of service stations &. increase mean repair time 7. increase the number of dependent components '. none of the above Another way is to add bac-up components.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (4 )o'ic Area: Ot%er Design Considerations

"1. *ne way to increase reliability is toE A. eliminate bac-up component B. improve preventive maintenance procedures &. increase mean repair time 7. increase the number of independent components '. none of the above 4reventative maintenance leads to longer intervals between brea-downs.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (4# )o'ic Area: Ot%er Design Considerations

"2. Chich of the following is not a reason for redesigning a product or serviceF A. to reduce labor or material cost B. to increase the level of employee satisfaction &. to increase the level of customer satisfaction 7. to attract and increase customer demand '. to increase (uality A product or service redesign does not necessarily involve improving employee satisfaction.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: .asy Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (41 )o'ic Area: 8ntroduction

"%. A disadvantage of global teams for product design is thatE A. &ustomers may have different needs in different countries =. The product designed may have increased mar-etability and utility &. The diversity of an international team may be a detriment D. 'ase of face to face meetings is absent since members are located everywhere '. Technology allows constant contact with team members Bf face to face interaction is re(uired, global design teams might not be a viable option.

AACSB: Diversity Blooms: Understand Difficulty: Medium Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (4$ )o'ic Area: *lobal +roduct and Service Design

"). 1obile 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 ma-e the phones less desirable. This is an e:ample of AAAAAAAAA. A. robust design B. creeping featurism &. sustainable design 7. (uality function deployment '. component commonality &ustomer satisfaction isn!t strictly dependent on the number of features a product offers.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 1 8dentify some -ey reasons for design or redesign& Stevenson " C%a'ter ! (4! )o'ic Area: ;uman :actors

"". *ne step that isn!t part of service blueprinting isE A. 'liminate boundaries for the service and decide on the level of interaction needed =. Bdentify and determine the se(uence of customer and service actions and interactions &. 7evelop time estimates for each phase of the process 7. ;nderstand the time variability involved '. Bdentify potential failure points and develop a plan to minimi+e them 7efining boundaries is a critical part of service blueprinting.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: ;ard Learning Objective: !"# ,ecogni2e several -ey issues in service design& Stevenson " C%a'ter ! (44 )o'ic Area: Service Design

".. The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications isE A. basic research =. applied research C. development 7. redesign '. commercial research 7evelopment is the conversion of applied research into useful commercial applications.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (45 )o'ic Area: 8dea *eneration

"0. The advantages of standardi+ation include which of the followingF 8B.9 The opportunity to free+e design at a very early stage 8BB.9 Fewer parts to deal with in inventory 8BBB.9 /educed training cost and time 8BG.9 4urchasing is more routine A. B, BB =. B, BG &. B, BB, BBB D. BB, BBB, BG '. B, BB, BBB, BG <tandardi+ation doesn!t necessarily help in free+ing designs early.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: ;ard Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (46 )o'ic Area: Ot%er Design Considerations

"3. 4roducts or services with a high degree of similarity of features and components are calledE A. generic =. copy2cat &. rip2offs D. product families '. productHservice matri: 7elineating product families helps lead to component commonality.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (47 )o'ic Area: Designing for +roduction

"5. >1ust have>, >e:pected> and >e:citement> characteristics are categories in the AAAA model. A. =i2polar B. Iano &. 4areto 7. uality '. <ervice 1atri: The Iano model is an alternative to >more is better> design approaches.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (4/ )o'ic Area: Designing for +roduction

.6. *ne possible disadvantage of modular design is thatE A. replacement and repair is more difficult =. failure diagnosis is more comple: C. number of configurations of modules decreases 7. individual parts lose their identities '. inventory problems arise 1odular designs do have the effect of reducing variety.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (5 )o'ic Area: Ot%er Design Considerations

.1. Bn the area of product and service design, the acronym &A7 refers toE A. conceptually appropriate design B. computer aided design &. commercial applications design 7. competitive advantage design '. completely automated design &A7 can increase the productivity of product designers.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (5# )o'ic Area: Designing for +roduction

.2. Chich of the following statements about &A7 is not trueF A. Bt increases the productivity of designers. =. Bt uses computer graphics. &. Bt re(uires a good data base. 7. <ome systems permit engineering or cost analysis of proposed designs. E. Bt is used successfully by all manufacturing companies. Dot all manufacturers use &A7.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: ;ard Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (51 )o'ic Area: Designing for +roduction

.%. Chich one of the following is not a factor of successful product and service designF A. be aware of what the competitors are doing =. be aware of what customers want &. -now what government regulations are D. use computeri+ed design techni(ues '. -now what new technologies are available &omputeri+ed design techni(ues don!t necessarily lead to successful product and service design.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (5$ )o'ic Area: Designing for +roduction

.). A software company is weighing whether to release a new version of its software. The company can go ahead and release the version now and correct flaws with subse(uent patches or upgrades, or it can wait until the new version is reasonably bug2free. This is an e:ample of AAAAA. A. life2cycle analysis =. value analysis C. vaporware 7. concurrent engineering '. design for production Gaporware is attractive from some perspectives but not from others.

AACSB: .t%ics Blooms: ,emember Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (5! )o'ic Area: Legal and .t%ical Considerations

.". Bdeas for new or improved designs can come fromE A. customers =. competitors &. research and development departments 7. production departments E. all of the above &ompanies loo- to many sources for ideas for new or improved designs.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (54 )o'ic Area: 8dea *eneration

... The process of dismantling and inspecting a competitor!s new or revised product for the purpose of gleaning design ideas is calledE A. design by imitation =. product analysis C. reverse engineering 7. benchmar-ing '. disassembly /everse engineering can be a good source of ideas for product design.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" ! List some of t%e main sources of design ideas& Stevenson " C%a'ter ! (55 )o'ic Area: 8dea *eneration

.0. The term degrees of newness! is associated withE A. average age of employees =. average length of time on the $ob &. total years of business e:perience D. degree of design change '. average age of the capital e(uipment <uperficial design changes are low in degrees of newness.!

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: ;ard Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (56 )o'ic Area: Ot%er Design Considerations

.3. The term standardi+ation! is closely associated withE A. customi+ation =. high cost &. longer lead times 7. variety E. interchangeability 1odular designs depend on standardi+ed parts that are interchangeable.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (57 )o'ic Area: Ot%er Design Considerations

.5. <ervice design generally differs from product design in which of the following waysF A. <ervice design tends to focus on tangible factors. B. There is less latitude in detecting and correcting errors prior to delivery. &. There is a lesser re(uirement to be aware of competitors! offerings. 7. There is less visibility to customers. '. There is no difference. *ften service design flaws are not discovered until some customers have been served.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: ;ard Learning Objective: !"#$ Assess some of t%e c%allenges of service design& Stevenson " C%a'ter ! (5/ )o'ic Area: Service Design

06. The structural approach for integrating customer re(uirements into every aspect of product development is -nown asE A. total (uality management =. customer satisfaction C. (uality function deployment 7. customer integration '. a product development team uality Function 7eployment brings the voice of the customer into the product development process.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: .asy Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6 )o'ic Area: Ot%er Design Considerations

01. Chich of the following is an issue that designers must ta-e into account in product and service designF A. legal, environmental, and ethical issues =. reliability &. standardi+ation 7. range of operating conditions E. all of the above 7esigns must reflect a large number of factors.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" $ ,ecogni2e t%e -ey 3uestions of 'roduct and service design& Stevenson " C%a'ter ! (6# )o'ic Area: 8dea *eneration

02. *ne of these is not a characteristic of a well2designed service systemE A. ;ser friendly =. /obust C. 7istributed computer networ-s 7. &ost effective '. 'asy to sustain Cell2designed service systems tend to be user friendly, robust, cost2effective and easy to sustain.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !"#1 List t%e c%aracteristics of <ell"designed service systems& Stevenson " C%a'ter ! (61 )o'ic Area: Service Design

0%. A formal way to document customer re(uirements isE A. consumer surveys B. (uality function deployment 8 F79 &. focus groups 7. 7elphi techni(ue '. salesHmar-eting matri: F7 brings the voice of the customer into the design process.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" / 0ame several -ey issues in manufacturing design& Stevenson " C%a'ter ! (6$ )o'ic Area: Ot%er Design Considerations

0). Chich of the following is not true about re2manufacturingF A. /e2manufactured products can be sold at lower cost. =. The process re(uires mostly uns-illed and semis-illed wor-ers. &. There is less depletion of natural resources. D. Bt produces high (uality products easily. '. /e2manufacturing is mainly carried out by small and mid2si+ed companies. /e2manufacturing can be a very difficult and costly process.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" 4 Discuss t%e im'ortance of legal9 et%ical9 and sustainability considerations in 'roduct and service design& Stevenson " C%a'ter ! (6! )o'ic Area: .nvironmental :actors: Sustainability

0". Chich of the following is not one of the phases of product design and developmentF A. specify product specifications =. conduct mar-et test &. specify process specifications 7. conduct design review E. performance applied research 4roduct design and development begins after applied research has been done.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !" 7 Briefly describe t%e '%ases in 'roduct design and develo'ment& Stevenson " C%a'ter ! (64 )o'ic Area: +%ases in +roduct Design and Develo'ment

0.. 'lements of the service process in which there is little to no contact with the customer are referred to as AAAAAAAAAAAA. A. robust =. delayed differentiators C. bac-2of2the2house 7. user2friendly '. mission2consistent Those elements involving substantial contact with the customer are referred to as >front2of2the2house> operations.

AACSB: ,eflective )%in-ing Blooms: Understand Difficulty: Medium Learning Objective: !" # .='lain t%e strategic im'ortance of 'roduct and service design& Stevenson " C%a'ter ! (65 )o'ic Area: O'erations Strategy

00. Bn services, flowcharts are useful for AAAAAAAAAAAAAAA. A. translating basic research into applied research B. identifying and determining the se(uence of customer and service actions and interactions &. developing time estimates for each phase of the service process 7. evaluating ways of standardi+ing service elements with component commonality '. estimating customer satisfaction with the service process The customer2service interaction is depicted using flowcharts.

AACSB: ,eflective )%in-ing Blooms: ,emember Difficulty: Medium Learning Objective: !"## 0ame t%e '%ases in service design& Stevenson " C%a'ter ! (66 )o'ic Area: Service Design

ch) <ummary
Category AA&<=E 7iversity AA&<=E 'thics AA&<=E /eflective Thin-ing =loomsE /emember =loomsE ;nderstand 7ifficultyE 'asy 7ifficultyE Hard 7ifficultyE 1edium @earning *b$ectiveE 6)261 ':plain the strategic importance of product and service design. @earning *b$ectiveE 6)262 Bdentify some -ey reasons for design or redesign. @earning *b$ectiveE 6)26% /ecogni+e the -ey (uestions of product and service design. @earning *b$ectiveE 6)26) @ist some of the main sources of design ideas. @earning *b$ectiveE 6)26" 7iscuss the importance of legalJ ethicalJ and sustainability considerations in product and service desi gn. @earning *b$ectiveE 6)263 =riefly describe the phases in product design and development. @earning *b$ectiveE 6)265 Dame several -ey issues in manufacturing design. @earning *b$ectiveE 6)216 /ecogni+e several -ey issues in service design. @earning *b$ectiveE 6)211 Dame the phases in service design. @earning *b$ectiveE 6)212 @ist the characteristics of well2designed service systems. @earning *b$ectiveE 6)21% Assess some of the challenges of service design. <tevenson 2 &hapter 6) Topic AreaE 7esigning for 4roduction Topic AreaE 'nvironmental FactorsE <ustainability Topic AreaE Global 4roduct and <ervice 7esign Topic AreaE Human Factors Topic AreaE Bdea Generation Topic AreaE Bntroduction Topic AreaE @egal and 'thical &onsiderations Topic AreaE *perations <trategy Topic AreaE *ther 7esign &onsiderations Topic AreaE 4hases in 4roduct 7esign and 7evelopment Topic AreaE <ervice 7esign ( of >uestio ns 2 % 02 .1 1. %2 . %5 1 " 1) 5 1% 1 2" 2 1 1 " 00 11 11 2 2 5 ) % 1 2" 1 3