Chapter 04 Test Bank

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Chapter 04 Test Bank – Static

1. Global teams provide diversity while eliminating conflicts and miscommunication. FALSE Using globally diverse design teams increases the risks of conflicts and miscommunication.

AACSB: Diversity

Accessibility: Keyboard Navigation Blooms: Understand Difficulty: 2 Medium

Learning Objective: 04-02 Describe what product and service design does. Topic: Global Product and Service Design

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

FALSE The house of quality is a means of integrating the voice of the customer into the product or service development process.

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation Blooms: Remember

Difficulty: 1 Easy Learning Objective: 04-10 Discuss several key issues in product or service design.

Topic: Other Design Considerations

3. Concurrent engineering is another term for sequential development.

FALSE Concurrent engineering involves simultaneous product and production development.




Topic: Designing for Production

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4. One of the main advantages of standardization is that it increases the potential variety of products. FALSE Standardization reduces the variety of products.



Learning Objective: 04-10 Discuss several key issues in product or service design. Topic: Other Design Considerations

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

modify in the future. TRUE Standardization locks firms into designs that aren't easily changed.




6. Reducing consumer choices makes service more efficient.

TRUE Efficiency comes from the standardization that results from reduced consumer choices.


Accessibility: Keyboard Navigation Blooms: Understand

Difficulty: 1 Easy Learning Objective: 04-11 Discuss the two key issues in service design.

Topic: Service Design

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7. Modular design increases the costs of purchasing and controlling inventory compared to nonmodular. FALSE Modular designs make inventory management easier and cheaper.




8. Product failures can be easier to remedy with modular design.

TRUE Modular designs reduce the number of pieces that may need to be removed and replace to repair a product.




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

organization. TRUE The threat of downsizing often spurs product or service redesign.



Difficulty: 1 Easy Learning Objective: 04-04 Identify some reasons for design or redesign.

Topic: Product and Service Design

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10. A major benefit of computer-aided design (CAD) is the increased productivity of designers. TRUE CAD tends to greatly increase designers' productivity.





11. The main forces that initiate product or service design or redesign are market opportunities or threats.

TRUE Changes in external factors (economic, social and demographic, political and legal, competitive, supply cost or availability, and technological) stimulate product or service design or redesign efforts.





12. A service blueprint is quite similar to an architectural drawing.

TRUE A service blueprint shows the basic customer and service actions involved in a service operation.



Difficulty: 1 Easy Learning Objective: 04-13 List some guidelines for successful service design.


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13. The process of dismantling and inspecting a competitor's product to discover product improvement is called benchmarking. FALSE Dismantling and inspecting a competitor's product to discover product improvement is called reverse engineering.



Difficulty: 1 Easy Learning Objective: 04-05 List some of the main sources of design ideas.

Topic: Idea Generation

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

FALSE Saving money requires designers to ensure that new products can be produced using existing production capabilities.



Learning Objective: 04-10 Discuss several key issues in product or service design. Topic: Designing for Production

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

TRUE Both product and process must be considered in the product/service design question.



Difficulty: 2 Medium Learning Objective: 04-04 Identify some reasons for design or redesign.


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16. Applied research has the objective of achieving commercial applications for new ideas. TRUE Applied research is aimed at commercializing basic research.





17. Basic research is done with the expectation that discoveries will have near-term commercial application. FALSE Basic research is done with no clear expectations regarding commercial application.





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

TRUE Design for production is important to ensure that product or service design decisions are feasible.





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19. Companies wanting to do business in the European Union must not sell products that contain recycled materials. FALSE Companies that want to do business in the European Union must show that a specified proportion of their products are recyclable.



Difficulty: 2 Medium Learning Objective: 04-06 Discuss the importance of legal, ethical, and sustainability considerations in product and service design.

Topic: Environmental Factors: Sustainability

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

approach. TRUE In concurrent engineering people concerned with manufacturing are actively engaged in the design phase.





21. 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.





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

TRUE Alternate uses extend product life cycles.



Difficulty: 1 Easy Learning Objective: 04-09 Briefly describe the phases in product design and development.


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

designed. FALSE Quality function deployment ensures that the voice of the customer is integrated into the product or service design question.





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

workmanship or design. TRUE Product liability is a serious issue for manufacturers.

AACSB: Ethics



Topic: Legal and Ethical Considerations

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25. The process of dismantling and inspecting a competitor's product to discover improvements is called reverse engineering. TRUE Reverse engineering is a legitimate means of evaluating the competitive landscape.

AACSB: Ethics




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

product (or process) innovation. TRUE Product or process innovations often result from deliberate R&D programs.





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

TRUE Standardization reduces variety and leads to greater efficiency.





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28. Remanufacturing refers to replacing worn-out components of old products to extend the products’ useful life. TRUE Remanufacturing is a way of increasing sustainability.



Difficulty: 1 Easy Learning Objective: 04-06 Discuss the importance of legal, ethical, and sustainability considerations in product and service design.


29. 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. TRUE How long a product stays in a particular phase of its life cycle depends greatly on the rate of technological change.



Difficulty: 1 Easy Learning Objective: 04-09 Briefly describe the phases in product design and development.


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

FALSE Robust designs perform satisfactorily across a wide range of conditions.





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31. 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.



Difficulty: 2 Medium Learning Objective: 04-10 Discuss several key issues in product or service design.


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

capabilities. FALSE QFD relates customer requirements to product designs and the capabilities necessary to carry these designs out.



Difficulty: 3 Hard Learning Objective: 04-10 Discuss several key issues in product or service design.


33. 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. FALSE QFD matrices link customer requirements with other product/process design elements.





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

TRUE Customer contact is a critical service design issue.



Difficulty: 1 Easy Learning Objective: 04-11 Discuss the two key issues in service design.


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

TRUE Greater reliability translates into a greater likelihood of the product working in normal conditions.





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

TRUE Most business organizations focus on applied rather than basic research.





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37. Commonality of components is beneficial for manufacturing but not for services. FALSE Services can benefit from commonality in service elements.



Difficulty: 2 Medium Learning Objective: 04-11 Discuss the two key issues in service design.


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

under different conditions. FALSE It is the lack of standardization that can at times lead to serious difficulties and competitive struggles.





39. 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.





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40. Reliability of an overall system is a function of the reliability of the individual components of the system.

TRUE Reliability of a system can be increased by improving the reliability of components or using backup components among other methods.





41. Reliability can be improved by the use of backup components.

TRUE Adding a backup component is often cheaper than increasing the reliability of a given component.





42. Delayed differentiation and modular design are tactics for mass customization.

TRUE These allow variety without giving up too much in the way of standardization.





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43. 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 Basic research has the objective of advancing the state of knowledge about a subject, without any near-term expectation of commercial applications.



Difficulty: 2 Medium Learning Objective: 04-05 List some of the main sources of design ideas.


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

A. reuse B. reduce C. reposition D. recycle E. retrofit The 3 Rs are Reduce, Reuse and Recycle.



Difficulty: 1 Easy Learning Objective: 04-08 Explain the phrase "the 3 Rs."


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45. 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 Delayed differentiation is a postponement tactic: the process of producing, but not quite completing, a product or service, postponing completion until customer preferences or specifications are known.





46. 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? In value analysis an attempt is made to reduce the cost and/or improve the performance of the product.





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47.

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 Product and service design involves or affects nearly every functional area of an organization. However, marketing and operations have major involvement.



Difficulty: 2 Medium Learning Objective: 04-02 Describe what product and service design does.


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

A. legal B. social C. reuse D. reverse engineering E. reengineering Refurbished products must first be disassembled.





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49. 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. Regulatory environments are increasingly focused on encouraging recycling.





50. 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. Another way is to add backup components.





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51. 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. Preventive maintenance leads to longer intervals between breakdowns.





52. 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 product or service redesign does not necessarily involve improving employee satisfaction.





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53. 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. If face-to-face interaction is required, global design teams might not be a viable option.

AACSB: Diversity


Learning Objective: 04-02 Describe what product and service design does. Topic: Global Product and Service Design

54. 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. Customer satisfaction isn't strictly dependent on the number of features a product offers.



Difficulty: 2 Medium Learning Objective: 04-04 Identify some reasons for design or redesign.

Topic: Human Factors

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55. 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. Defining boundaries is a critical part of service blueprinting.



Learning Objective: 04-13 List some guidelines for successful service design. Topic: Service Design

56. 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. Development is the conversion of applied research into useful commercial applications.



Difficulty: 2 Medium Learning Objective: 04-05 List some of the main sources of design ideas.


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57. 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. Standardization doesn't necessarily help in freezing designs early.




58. 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. Delineating product families helps lead to component commonality.





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59. Excitement characteristics are categories in the _________ model. A. bipolar B. Kano C. Pareto D. quality E. service matrix The Kano model is an alternative to "more is better" design approaches.





60. 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. Modular designs do have the effect of reducing variety.





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61. 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. CAD can increase the productivity of product designers.





62. 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. Not all manufacturers use CAD.





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63. 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. Computerized design techniques don't necessarily lead to successful product and service design.



Learning Objective: 04-03 Name the key questions of product and service design. Topic: Product and Service Design

64. A software company is weighing whether to release a new version of its software as scheduled. The company can go ahead

and release the version as scheduled and correct flaws with subsequent patches or upgrades, or it can wait until the new version is reasonably bug-free. Choosing to delay release until the bugs can be worked out is an example of: A. life cycle analysis. B. value analysis. C. vaporware. D. concurrent engineering. E. design for production. Vaporware is when a software company does not issue a release of software as scheduled while it struggles with production problems or bugs in the software. The company faces the dilemma of releasing the software with bugs on schedule and issuing patches later, or delaying release until the bugs have been fixed. Both approaches have repercussions for customer satisfaction and the company’s reputation.

AACSB: Ethics



Topic: Legal and Ethical Considerations

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65. 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. Life cycle analysis is also known as cradle-to-grave assessment.



Difficulty: 2 Medium Learning Objective: 04-07 Explain the purpose and goal of life cycle assessment.


66. 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. Reverse engineering can be a good source of ideas for product design.





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67. 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. Superficial design changes are low in "degrees of newness."





68. The term "standardization" is closely associated with:

A. customization. B. high cost. C. longer lead times. D. variety. E. interchangeability. Modular designs depend on standardized parts that are interchangeable.





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69. 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. Often service design flaws are not discovered until some customers have been served.



Difficulty: 2 Medium Learning Objective: 04-11 Discuss the two key issues in service design.


70. One structured approach for integrating customer requirements into every aspect of product development is:

A. total quality management. B. customer satisfaction. C. quality function deployment. D. customer integration. E. a product development team. Quality function deployment brings the voice of the customer into the product development process.





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71. 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. End-of-life (EOL) programs deal with products that have reached the end of their useful lives.



Difficulty: 2 Medium Learning Objective: 04-07 Explain the purpose and goal of life cycle assessment.


72. 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 Well-designed service systems tend to be user friendly, robust, cost-effective, and easy to sustain while their use of computer networking can vary from none to extensive.



Learning Objective: 04-12 List the characteristics of well-designed service systems. Topic: Service Design

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73. A formal way to ensure customer requirements are factored into the product and service development process is: A. consumer surveys. B. quality function deployment. C. focus groups. D. the Delphi technique. E. a sales/marketing matrix. QFD brings the voice of the customer into the design process.





74. 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 made easier by Design for Disassembly (DFD). Remanufacturing can be a difficult and costly process and may result in a lower-quality product than the equivalent new product.



Learning Objective: 04-06 Discuss the importance of legal, ethical, and sustainability considerations in product and service design. Topic: Environmental Factors: Sustainability

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75. 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. Product design and development begins after applied research has been done.



Difficulty: 2 Medium Learning Objective: 04-09 Briefly describe the phases in product design and development.

Topic: Phases in Product Design and Development

76. Elements of the service process in which there is 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. Those elements involving substantial contact with the customer are referred to as "front-of-the-house" operations.



Learning Objective: 04-12 List the characteristics of well-designed service systems. Topic: Service Design

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77. Which of the following is a systematic approach to managing the series of changes a product goes through, from its

conception, design and development, through production and any redesign, to its end of life? A. Cradle-to-grave assessment. B. Life cycle analysis. C. End-of-life programs. D. Enterprise resource planning. E. Product life cycle management. Product life cycle management (PLM) incorporates everything related to a particular product from design and development at the beginning of life through strategies for discontinuance, disposal or recycling at the end of life.





78. Product life cycle management (PLM) incorporates all of the following except:

A. Applied research B. Product design and development. C. Working with suppliers. D. Managing warranties. E. Strategies for product recycling. Product life cycle management (PLM) incorporates everything related to a particular product from design and development at the beginning of life through strategies for discontinuance, disposal or recycling at the end of life. Design and development build on the results of applied research.





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Chapter 04 Test Bank – Static Summary

Category # of Questions AACSB: Diversity 2 AACSB: Ethics 3 AACSB: Reflective Thinking 73 Accessibility: Keyboard Navigation 78 Blooms: Remember 62 Blooms: Understand 16 Difficulty: 1 Easy 32 Difficulty: 2 Medium 43 Difficulty: 3 Hard 3 Learning Objective: 04-02 Describe what product and service design does. 3 Learning Objective: 04-03 Name the key questions of product and service design. 1 Learning Objective: 04-04 Identify some reasons for design or redesign. 5 Learning Objective: 04-05 List some of the main sources of design ideas. 9 Learning Objective: 04-06 Discuss the importance of legal, ethical, and sustainability considerations in product and service design.

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Learning Objective: 04-07 Explain the purpose and goal of life cycle assessment. 2 Learning Objective: 04-08 Explain the phrase "the 3 Rs." 1 Learning Objective: 04-09 Briefly describe the phases in product design and development. 3 Learning Objective: 04-10 Discuss several key issues in product or service design. 38 Learning Objective: 04-11 Discuss the two key issues in service design. 4 Learning Objective: 04-12 List the characteristics of well-designed service systems. 2 Learning Objective: 04-13 List some guidelines for successful service design. 2 Topic: Designing for Production 10 Topic: Environmental Factors: Sustainability 9 Topic: Global Product and Service Design 2 Topic: Human Factors 1 Topic: Idea Generation 9 Topic: Legal and Ethical Considerations 2 Topic: Other Design Considerations 30 Topic: Phases in Product Design and Development 1 Topic: Product and Service Design 6 Topic: Service Design 8

Chapter 04 Test Bank

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