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Global teams provide diversity while eliminating conflicts and miscommunication.


A house of quality is achieved when no department in a single location has more than 15 percent rejects.


Concurrent engineering is another term for sequential development.


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


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


Reducing consumer choices makes service more efficient.


Modular design increases the costs of purchasing and controlling inventory compared to nonmodular.


Product failures can be easier to remedy with modular design.


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


A major benefit of computer-aided design (CAD) is the increased productivity of designers.


Most of the time what is called product or service design is actually a redesign of an existing product or service.


A service blueprint is quite similar to an architectural drawing.


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


To save money, it is essential that designers revise the production capabilities to meet the requirements of the new products.


Many U.S. manufacturers are now shifting their focus from products to both product and process improvements.


Applied research has the objective of achieving commercial applications for new ideas.


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


Design for production takes into account the capabilities of the organization to produce or deliver a given product or service.


Consumers tend to resist purchasing products that contain recycled materials.


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


Concurrent engineering means that at least two engineers are involved in product design at the same time.


One approach to extending a product’s life cycle is to promote alternate uses of the product.


Quality function deployment is a structured approach that guarantees that the highest-quality product or service will be designed.


Product liability means that a manufacturer is liable for any injuries or damages caused by a faulty product because of poor workmanship or design.


The process of dismantling and inspecting a competitor’s product to discover improvements is called reverse engineering.


Research and development (R&D) refers to organized efforts that are directed toward increasing scientific knowledge and product (or process) innovation.


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


Remanufacturing refers to removing some of the components of old products and reusing them in new products.


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


Robust design describes a product that will perform satisfactorily so long as it is used in a very narrow range of conditions


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


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


The quality function deployment matrices are often referred to as the "house of quality" because, when completed, they "house" all of the customer’s quality requirements.


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


Reliability refers to the ability of a product to perform its intended function under normal conditions.


Applied research is the major R&D effort of business organizations because of their desire for commercial applications.


Commonality of components is beneficial for manufacturing but not for services.


Standardization can at times lead to serious difficulties and competitive struggles, particularly when systems are running under different conditions.


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


Reliability can be defined in terms of a particular point in time or in terms of length of service


Reliability can be improved by the use of backup components.


Delayed differentiation and modular design are tactics for mass customization


Which of the following is least likely to result in product innovations that have near-term commercial application?

A. process blueprinting

B. development

C. applied research

D. quality function deployment

E. basic research


Which of the following is not one of the 3 Rs?

A. reuse

B. reduce

C. reposition

D. recycle


Which of the following is an example of a postponement tactic?

A. mass customization

B. standardization

C. process mapping

D. delayed differentiation

E. service blueprinting


Which of the following questions is least appropriate during value analysis?

A. How can we reduce the cost of parts?

B. How can we improve the performance of the product?

C. How can we incorporate more cultural values in the design of our global system?

D. Can we find a way to use less energy in the production of our product?

E. Could a given component in our product be simplified or combined with another?


Which of these pairs of functions would tend to be affected most dramatically by a product or service redesign?

A. Operations and Accounting

B. Marketing and Operations

C. Finance and Human Resources

D. Engineering and Accounting

E. Finance and Engineering


Incorporating design for disassembly principles in product design helps firms with ___________ design issues.

A. Legal

B. social

C. reuse

D. reverse engineering

E. reengineering


Designing for recycling helps facilitate:

A. reduced legal liability.

B. compliance with regulatory environments.

C. increased product reliability.

D. reduced standardization costs.

E. better customer service.


One way to increase reliability is to:

A. improve component design.

B. increase the number of service stations.

C. increase mean repair time.

D. increase the number of dependent components.

E. reduce production capacity.


One way to increase reliability is to:

A. eliminate backup components.

B. improve preventive maintenance procedures.

C. increase mean repair time.

D. increase the number of independent components.

E. use a global supply chain.


Which of the following is not a reason for redesigning a product or service?

A. to reduce labor or material cost

B. to increase the level of employee satisfaction

C. to increase the level of customer satisfaction

D. to attract and increase customer demand

E. to increase quality


A disadvantage of global teams for product design is that:

A. customers may have different needs in different countries.

B. the product designed may have increased marketability and utility.

C. the diversity of an international team may be a detriment.

D. ease of face-to-face meetings is absent since members are located everywhere.

E. technology allows constant contact with team members.


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:

A. robust design.

B. creeping featurism.

C. sustainable design.

D. quality function deployment.

E. component commonality.


One step that is not 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.


The research and development activity which starts after positive research results are available and attempts to turn these results into useful commercial applications is:

A. basic research.

B. applied research.

C. development.

D. redesign.

E. commercial research.


Which of the following is not an advantage of standardization?

A. The opportunity to freeze design at a very early stage.

B. Fewer parts to deal with in inventory.

C. Reduced training cost and time.

D. Purchasing is more routine.

E. Inventory management is less complex.


Products or services with a high degree of similarity of features and components are called:

A. generic.

B. copy-cat.

C. rip-offs.

D. product families.

E. product/service matrix.


Excitement characteristics are categories in the _________ model.

A. bipolar

B. Kano

C. Pareto

D. quality

E. service matrix


One possible disadvantage of modular design is that:

A. replacement and repair are more difficult.

B. failure diagnosis is more complex.

C. the number of configurations of modules decreases.

D. individual parts lose their identities.

E. inventory problems arise.


In the area of product and service design, the acronym CAD refers to:

A. conceptually appropriate design.

B. computer-aided design.

C. commercial applications design.

D. competitive advantage design.

E. completely automated design.


Which of the following statements about CAD is not true?

A. It increases the productivity of designers.

B. It uses computer graphics.

C. It requires a good database.

D. Some systems permit engineering or cost analysis of proposed designs.

E. It is used successfully by all manufacturing companies.


Which one of the following is not a factor of successful product and service design?

A. Be aware of what the competitors are doing.

B. Be aware of what customers want.

C. Know what government regulations are.

D. Use computerized design techniques.

E. Know what new technologies are available.


64. 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 subsequent patches or upgrades, or it can wait until the new version is reasonably bug-free. This is an example of:

A. life cycle analysis.

B. value analysis.

C. vaporware.

D. concurrent engineering.

E. design for production.
Vaporware is attractive from some perspectives but not from others.


The assessment of the environmental impact of a product or service throughout its useful life is called:

A. flow diagramming.

B. service blueprinting.

C. quality function deployment.

D. process mapping.

E. life cycle analysis.


The process of dismantling and inspecting a competitor’s new or revised product for the purpose of gleaning design ideas is called:

A. design by imitation.

B. product analysis.

C. reverse engineering.

D. benchmarking.

E. disassembly.


The term "degrees of newness" is associated with:

A. average age of employees.

B. average length of time on the job.

C. total years of business experience.

D. degree of design change.

E. average age of the capital equipment.


The term "standardization" is closely associated with:

A. customization.

B. high cost.

C. longer lead times.

D. variety.

E. interchangeability.


Service design generally differs from product design in which of the following ways?

A. Service design tends to focus on tangible factors.

B. There is less latitude in detecting and correcting errors prior to delivery.

C. There is a lesser requirement to be aware of competitors’ offerings.

D. There is less visibility to customers.

E. There is no difference.


The structural approach for integrating customer requirements into every aspect of product development is known as:

A. total quality management.

B. customer satisfaction.

C. quality function deployment.

D. customer integration.

E. a product development team.


Making plans for how products that have reached the end of their useful lives will be dealt with is the primary subject of:

A. cradle-to-grave assessment.

B. end-of-life programs.

C. life-cycle analysis.

D. three R’s programs.

E. process mapping.


One of these is not a characteristic of a well-designed service system:

A. user friendly

B. robust

C. distributed computer networks

D. cost effective

E. easy to sustain


A formal way to document customer requirements is:

A. consumer surveys.

B. quality function deployment.

C. focus groups.

D. the Delphi technique.

E. a sales/marketing matrix.


Which of the following is not true about remanufacturing?

A. Remanufactured products can be sold at lower cost.

B. The process requires mostly unskilled and semiskilled workers.

C. There is less depletion of natural resources.

D. It produces high-quality products easily.

E. Remanufacturing is mainly carried out by small and mid-sized companies.


Which of the following is not one of the phases of product design and development?

A. Specify product specifications.

B. Conduct market test.

C. Specify process specifications.

D. Conduct design review.

E. Perform applied research.


Elements of the service process in which there is little to no contact with the customer are referred to as:

A. robust.

B. delayed differentiators.

C. back-of-the-house.

D. user-friendly.

E. mission-consistent.


Product failures can be easier to remedy with modular design.


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