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Exam 6: Goods and Service Design

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Question 1

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Which of the following is not included in a failure-mode-and-effects analysis (FMEA) ?

A) ways in which components might fail
B) calculation of the component reliability
C) consequences of failure
D) how potential failures can be corrected in the design

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Question 2

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Which of the following is not an important element of reliability definition?

A) probability
B) time
C) redundancy
D) operating conditions

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Question 3

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The text presents an integrative case study of LensCrafters. Which statement is correct?

High customer contact systems would most commonly be found in ____.

Explain the concept of Design Failure-Mode-and-Effect analysis.

In general, the designs of both goods and services follow a similar path. The critical differences lie in the detailed product and process design phases.

Regarding the first House of Quality, the interrelationship between any pair of technical features is found in

Which of the following is not supported by Japan's Genichi Taguchi?

Explain the basic principles of Quality Function Deployment (QFD). Also, discuss the advantages of using this methodology.

Which of the following is not one of the six customer attributes that impact the design and configuration of a customer benefit package?

Discuss the concept of Design for Environment (DfE).

Prototype testing is an important step in the initial choice of a customer benefit package.

Which of the following is not a principal dimension of the servicescape?

Which of the following steps is not the same for both goods and services?

A quality characteristic has a specification (in cm.) of 0.400 $\pm$ 0.03. If the value of the quality characteristic exceeds 0.400 by the tolerance of 0.030 on either side, the product will require a $180.00 repair. What is the appropriate Taguchi loss function?

A quality characteristic has a manufacturing specification (in cm) of 0.200 $\pm$ 0.05. Historical data indicate that if the quality characteristic takes on values larger than 0.25 cm or smaller than 0.15 cm, the product fails and a cost of $75 is incurred. Based on this data, answer the questions below. a.Determine the Taguchi Loss Function b.Estimate the loss for a quality characteristic of 0.135 cm.

In the Taguchi loss function, as one deviates further from the target value, the loss increases in a linear fashion.

The roof of the house of quality shows the relationship matrix between customer requirements and the technical features.

Explain service encounter design. Include the principal issues that must be addressed.

Given the diagram below, determine the system reliability if the individual component reliabilities are A = 0.92, B = 0.94, C = 0.95, D = 0.80 and E = 0.86.