UOP 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 over-production
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
5.) According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production efficiency?
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
7.) If an automotive service center has an issue with a car not being clean when returned to a customer, the poka-yoke corrective action might include what?
Leaving the plastic on the seat when returning the car to the customer.
Leaving it up to the service tech who took care of the repair to determine if the car is clean
An inspection by the person returning...