OPS 571 WEEK 1 QUIZ
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1. Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?
• An unidentifiable waste
• A service defect
• A new process design flaw
• A reason for overproduction
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2. For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?
• marketing, operations, training, development
• marketing, design, manufacturing, other
• strengths, weaknesses, opportunities, threats
• operations, quality, personnel, finance
3. A service process design flowchart is referred to as a service blueprint to emphasize what?
• The importance of process design
• The impact of customer service
• The impact of blueprints
• The importance of system engineering
4. Even though they use different models, both the Ritz Carlton Hotel Group and Nordstrom Department Stores are known for what?
• The personal attention they provide their customers
• A self-service approach to customer service
• Customer facing employees who only talk to rich customers
• Poor customer service
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5. According to the Service System Design Matrix, sales opportunity has what sort of relationship to production efficiency?
• Direct Relationship
• Equal Relationship
• Inverse Relationship
• No Relationship
6. Which of the following is a good example of a continuous process layout?
• A sit down restaurant
• An automobile manufacturing plant
• A home construction site
• A gas refinery
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7. If an automotive service center has an issue with a car not being clean when returned to a customer, the pokayoke corrective action might include what?
• Leaving the plastic on the seat when returning the car to the customer.
• Leaving it up to...