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1 | |
Ford's Model T car, nylon fabric, and Xerox copiers were examples of breakthrough products when they were introduced. |
| | A) | True |
| | B) | False |
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2 | |
In designing for manufacturability, it is desirable to keep the number of individual parts to a minimum. |
| | A) | True |
| | B) | False |
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3 | |
A service-system design matrix helps in relating sales opportunity with production efficiency, as contact with the customer goes up, production efficiency goes down. |
| | A) | True |
| | B) | False |
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4 | |
In services, service production and consumption are often simultaneous. |
| | A) | True |
| | B) | False |
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5 | |
A jail is given as an example of a: |
| | A) | Facilities-based service business |
| | B) | Field-based business |
| | C) | Internal service business |
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6 | |
Which one of the following could best be run as an internal services system? |
| | A) | A university billing office |
| | B) | A dance studio |
| | C) | A branch office of a professional employment agency |
| | D) | A movie theater |
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7 | |
Which of the following types of processes will be used to produce gasoline and petroleum products? |
| | A) | Job Shop |
| | B) | Batch |
| | C) | Assembly Line |
| | D) | Continuous Processing |
| | E) | Project |
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8 | |
The product-process matrix illustrates that for firms operating above the diagonal, there is |
| | A) | Greater flexibility, higher cost |
| | B) | Less flexibility, lower cost |
| | C) | Greater flexibility, lower cost |
| | D) | Less flexibility, higher cost |
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9 | |
Which of the following is a major reason for the significant increase in foreign competition? |
| | A) | Advances in telecommunications |
| | B) | A trend toward higher trade barriers |
| | C) | Fewer numbers of trade organizations |
| | D) | Increased tariffs on foreign goods |
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10 | |
Which of the following factors contributes to successful product design? |
| | A) | Using engineers/designers exclusively in the design phase |
| | B) | Eliminating prototype development as a part of the design phase |
| | C) | Ignoring quality, cost, and delivery issues in the design phase |
| | D) | Surprising the customer with extra features |
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11 | |
A new service with a high degree of content change and a high degree of delivery change is categorized as |
| | A) | Breadth of offering |
| | B) | Revolutionary |
| | C) | Window dressing |
| | D) | Channel development |
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12 | |
What is the correct order for the stages of the new service development process?
1. design
2. full launch
3. development
4. analysis |
| | A) | 1, 2, 3, 4 |
| | B) | 1, 4, 3, 2 |
| | C) | 4, 1, 3, 2 |
| | D) | 4, 3, 1, 2 |
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2002 McGraw-Hill Higher Education