Question 1

The design of a service cannot be done independently from the process by which the service is delivered.

Accepted Answer

The design of a service is closely linked to the process by which it is delivered. The design must take into account the resources available and the steps required to deliver the service effectively and efficiently. These considerations are incorporated into the design process to ensure that the service is feasible and can be delivered as intended.

Question 2

Customer requirements that are expressed in the customer's own language is called the "voice of the customer."

Accepted Answer

The "voice of the customer" refers to customer requirements expressed in their own language, which includes both stated and implied needs. It is a critical aspect of understanding and meeting customer expectations in order to achieve business success.

Question 3

The decision of what goods and services to offer and how to position them in the marketplace is mainly an operational decision.

Accepted Answer

The decision of what goods and services to offer and how to position them in the marketplace is primarily a strategic decision, which sets the overall direction and vision for the company. Operations then execute these strategies through day-to-day decision making, such as managing the supply chain, production processes, and customer service.

Question 4

Service design must be addressed from two perspectives - the service delivery system and the service encounter.

Accepted Answer

Service design should consider both the delivery system and the service encounter to ensure a seamless and satisfactory experience for customers. The delivery system includes the processes, technology, and resources involved in delivering the service, while the service encounter refers to the direct interaction between the customer and the service provider. Both aspects are important in creating a positive customer experience.

Question 5

The design of a customer benefit package (CBP) focuses on the operational choices that the firm must make in order to provide the CBP.

Accepted Answer

The answer of The design of a customer benefit package...

Question 6

A parallel system has no redundancy.

Accepted Answer

A parallel system involves the use of multiple components working in parallel to achieve a common goal. This inherently provides redundancy as multiple components are working together to achieve the goal, so if one component fails, the others can continue to function. Therefore, a parallel system does have redundancy.

Question 7

The process by which the service is created and delivered is, in essence, the service itself..

Accepted Answer

This statement is true. The process of creating and delivering a service is an essential part of the service itself. It includes all the steps and interactions that occur between the service provider and the customer, and it shapes the customer's experience and perception of the service.

Question 8

Redundancy is the use of backup components in a design.

Accepted Answer

Redundancy involves the inclusion of backup components to ensure a system continues to function in the event of a failure.

Question 9

Reliability is formally expressed as a probability between 0 and 1.

Accepted Answer

Reliability is indeed formally expressed as a probability between 0 and 1, indicating the likelihood of a system or component to perform its intended function without failure for a certain period of time and under certain conditions.

Question 10

Suppose that a manufacturing specification of a dimension is 1.0 $\pm$ 0.05.The permissible range of variation from 0.95 to 1.05 is called the tolerance.

Accepted Answer

The statement correctly defines tolerance as the permissible range of variation from the specified dimension.

Question 11

In the Taguchi loss function, as one deviates further from the target value, the loss increases in a linear fashion.

Accepted Answer

In the Taguchi loss function, as one deviates further from the target value, the loss increases in a non-linear fashion, which means that the rate of increase in loss is steeper as one gets further away from the target value.

Question 12

Reliability does not apply to services processes.

Accepted Answer

Reliability does apply to services processes as it is a key aspect of service quality. Reliability refers to the ability of a service provider to consistently deliver the promised service accurately and dependably. Without reliability, customers may lose trust and confidence in the service, leading to negative consequences such as losing customers and lower customer satisfaction.

Question 13

Quality function deployment is focused primarily on developing a viable quality control plan.

Accepted Answer

Quality function deployment (QFD) is a structured process for translating customer needs into product or service requirements, and for prioritizing those requirements in the design, development, and delivery of the product or service. While QFD may involve aspects of quality control, its primary focus is on understanding and meeting customer needs and ensuring that those needs are reflected in every aspect of the product or service.

Question 14

The "goal post model" of conforming to specifications by specifying a nominal dimension and a tolerance is the basis for calculating the Taguchi loss function.

Accepted Answer

The Taguchi loss function is based on the concept that any deviation from the target value, even within specified tolerance limits, results in a loss to society, not just when specifications are exceeded.

Question 15

Japan's Genichi Taguchi argued that any variation within the specification limits is equally good in terms of quality and long-run cost.

Accepted Answer

Genichi Taguchi believed that reducing variation within the specification limits is crucial for improving quality and reducing long-run costs. He advocated for the concept of "quality loss function," which takes into account the cost to society of variation outside of the target value. Therefore, not all variation within the specification limits is equally good in his view.

Question 16

In general, the designs of both goods and services follow a similar path.The critical differences lie in the detailed product and process design phases.

Accepted Answer

While the overall design process may be similar for goods and services, the specific details and considerations in the product and process design phases can vary significantly between the two.

Question 17

Prototype testing is an important step in the initial choice of a customer benefit package.

Accepted Answer

The answer of Prototype testing is an important step in...

Question 18

To find the reliability of a complex system, one must first convert the parallel components into equivalent series components in order to compute the reliability of the entire system.

Accepted Answer

Parallel components are converted into equivalent series components to simplify the calculation of the system's reliability.

Question 19

The design of a manufactured good focuses primarily on its physical characteristics.

Accepted Answer

The design of a manufactured good includes the physical characteristics as well as other aspects such as functionality, user experience, and aesthetics.

Question 20

The roof of the house of quality shows the relationship matrix between customer requirements and the technical features.

Accepted Answer

The roof of the house of quality shows the correlation between different technical features, not the relationship matrix between customer requirements and technical features.

Quiz 6: Goods and Service Design