Designing Quality: Customer Needs, Concept Innovation, and Product Development
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Questions and Answers

What is the process of applying scientific, engineering, and business knowledge to produce a basic functional design that meets both customer needs and manufacturing or service delivery requirements?

  • House of Quality
  • Concept innovation (correct)
  • GAPS Model
  • Product development

Which quality dimensions might be important to customers in an online system?

  • Content, accuracy, ease of use, timeliness, aesthetics & security (correct)
  • Cost, color variety, brand popularity, durability, and warranty
  • Speed, weight, material, finish, and packaging
  • Taste, smell, color, texture, and shape

How should VoC (Voice of Customer) be linked to design, production & delivery process?

  • Through marketing campaigns
  • Via empowered employees (correct)
  • By outsourcing to third-party vendors
  • By reducing customer feedback

What is the adoption of an idea, process, technology, product or business model that is either new or new to its proposed application?

<p>Innovation (A)</p> Signup and view all the answers

What is the great way to link customer needs to design, production & delivery process?

<p>Via empowered employees (A)</p> Signup and view all the answers

What is the significance of linking Voice of Customer (VoC) to design, production, and delivery processes?

<p>Linking VoC to design, production, and delivery processes ensures that customer needs are considered and incorporated into the overall product or service development, leading to enhanced customer satisfaction and improved quality.</p> Signup and view all the answers

How does concept development relate to innovation and creativity?

<p>Concept development involves applying scientific, engineering, and business knowledge to produce a basic functional design that meets customer needs and manufacturing or service delivery requirements. This process is related to innovation and creativity as it involves the adoption of new ideas, processes, technologies, products, or business models, and seeing things in new or novel ways.</p> Signup and view all the answers

What is the impact of good communication on overall customer experiences?

<p>Good communication is imperative for overall customer experiences as it can positively influence the customer's perception of the product or service, leading to improved satisfaction and loyalty. Conversely, poor communication can result in negative customer experiences and dissatisfaction.</p> Signup and view all the answers

What are some important quality dimensions for an online system according to the text?

<p>According to the text, important quality dimensions for an online system may include content, accuracy, ease of use, timeliness, aesthetics, and security. These dimensions are crucial for meeting customer expectations and ensuring a positive online experience.</p> Signup and view all the answers

How can empowered employees contribute to linking customer needs to design, production, and delivery processes?

<p>Empowered employees can contribute to linking customer needs to design, production, and delivery processes by actively engaging with customer feedback, understanding their needs, and using their autonomy to make decisions that prioritize customer satisfaction and quality. This approach facilitates a direct connection between customer expectations and the product or service development process.</p> Signup and view all the answers

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