Process Analysis and Design for Competitive Advantage Quiz
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Questions and Answers

Which of the following is an example of technology's impact on financial services?

  • Internet stock trading (correct)
  • Automatic toll booths
  • Wireless orders from waiters to the kitchen
  • Online medical information systems

    • In the service industry, what is an example of technology's impact on education?

  • Interactive assignments via WebCT (correct)
  • Electronic check-in/check-out at hotels
  • Satellite-directed navigation systems
  • Wireless orders from waiters to the kitchen

    • Which of the following illustrates technology's impact on the restaurant and food service industry?

  • Electronic funds transfer
  • Robot butchering (correct)
  • Online patient-monitoring systems
  • Automatic toll booths

    • How has technology impacted the health care industry?

    <p>Online patient-monitoring systems</p> Signup and view all the answers

    What is an example of technology's impact on the transportation industry?

    <p>Boarding passes downloaded as two-dimensional bar codes on smartphones</p> Signup and view all the answers

    What is the purpose of modularization in designing more efficient services?

    <p>To limit options and improve efficiency</p> Signup and view all the answers

    In the bill of materials, what does the 'R 60-428' refer to?

    <p>Lower roller assembly</p> Signup and view all the answers

    What does the 'HRC flag' represent in the 11-inch plate description?

    <p>A decorative item</p> Signup and view all the answers

    What is the function of the 'Burger set' in the Hard Rock Cafe’s Hickory BBQ Bacon Cheeseburger?

    <p>To hold the burger together</p> Signup and view all the answers

    What is the significance of 'Moment of truth' in designing more efficient services?

    <p>To create critical moments between the customer and the organization</p> Signup and view all the answers

    What is the objective of the product decision?

    <p>To develop and implement a product strategy that meets the demands of the marketplace with a competitive advantage</p> Signup and view all the answers

    According to the text, what is fundamental to an organization's strategy?

    <p>Strong communication among customer, product, processes, and suppliers</p> Signup and view all the answers

    What is the key to success for top organizations, as mentioned in the text?

    <p>Great products</p> Signup and view all the answers

    What does the limited and predictable life cycles of products require, as stated in the text?

    <p>Constantly looking for, designing, and developing new products</p> Signup and view all the answers

    What is the purpose of modularization in designing more efficient services?

    <p>To ease customization of a service</p> Signup and view all the answers

    What does 'R 60-428' refer to in the bill of materials?

    <p>Lower roller assembly</p> Signup and view all the answers

    What is the significance of 'Moment of truth' in designing more efficient services?

    <p>To determine critical moments between the customer and the organization that determine customer satisfaction</p> Signup and view all the answers

    How has technology impacted the transportation industry?

    <p>By automating processes and reducing costs</p> Signup and view all the answers

    What is the primary purpose of Quality Function Deployment (QFD)?

    <p>Translating customer needs into target design</p> Signup and view all the answers

    How can product development be organized?

    <p>Using a champion, a team approach, or a whole organization approach</p> Signup and view all the answers

    What is the objective of value analysis in product development?

    <p>Creating a better product or reducing production cost</p> Signup and view all the answers

    What does Augmented reality involve in product development?

    <p>Integrating digital information into real-world environments to enhance product design, assembly, and maintenance</p> Signup and view all the answers

    What does sustainability and life cycle assessment evaluate in product development?

    <p>The environmental impact of a product throughout its entire life cycle</p> Signup and view all the answers

    What is the purpose of Bills of Material (BOM) in product development?

    <p>Listing all the raw materials and components required to manufacture a product</p> Signup and view all the answers

    What is the role of a champion in organizing for product development?

    <p>Product manager responsible for driving the development process</p> Signup and view all the answers

    What does manufacturability and value engineering aim to achieve in product development?

    <p>Reduce product complexity, improve job design, and increase product maintainability</p> Signup and view all the answers

    What is the main focus of product life cycle assessment?

    <p>The environmental impact of a product throughout its entire life cycle</p> Signup and view all the answers

    What is the function of Product development teams?

    <p>Involve cross-functional teams, open environments, and concurrent engineering</p> Signup and view all the answers

    What is involved in Product development?

    <p>Understanding customer needs, economic, sociological, demographic, technological, political, and legal changes, and market practices</p> Signup and view all the answers

    Study Notes

    • Product life cycles can last from a few days to decades
    • All rights reserved to Pearson Education, Inc. for product life cycle figures and text
    • Product life cycle is divided into three phases: Introductory, Growth, Maturity, and Decline
    • Product development involves understanding customer needs, economic, sociological, demographic, technological, political, and legal changes, and market practices
    • Quality Function Deployment (QFD) is a method for translating customer needs into target design
    • QFD involves identifying customer wants, how the product will satisfy those wants, and evaluating competing products
    • Organizing for product development can be done using a champion (product manager), a team approach, or a "whole organization" approach
    • Product development teams involve cross-functional teams, open environments, and concurrent engineering
    • Manufacturability and value engineering aims to reduce product complexity, improve job design, and increase product maintainability
    • Augmented reality involves integrating digital information into real-world environments to enhance product design, assembly, and maintenance
    • Value analysis focuses on design improvements to create a better product or reduce production cost
    • Sustainability and life cycle assessment evaluate the environmental impact of a product throughout its entire life cycle.
    • Product life cycles are becoming shorter with increasing technological change
    • Bills of Material (BOM) are used to list all the raw materials and components required to manufacture a product.

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    Description

    Test your knowledge about process analysis and design for achieving competitive advantage, eliminating non-value added steps, maximizing customer value, and winning orders. This quiz covers special considerations for service process strategies and the impact of customer interactions on performance.

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