OPS 571 Complete Week 1

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Week 1 DQ 1 How does the QFD approach help?  What
are some limitations of the QFD approach?   OPS
571 Week 1 DQ 2 Some suggest that customer
expectation is the key to service success. Give
an example from your own experience to support or
refute this assertion.   OPS 571 Week 1 DQ
3 Could a service firm use a production-line
approach or self-service design and still keep a
high customer focus (personal attention)? 
Explain and support your answer with
examples.   
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• OPS 571 Week 1 Individual Process Design Matrix
  and Summary
• Complete the Process Design Matrix.
• Write an executive summary identifying
  appropriate design approaches for a selected
  product and service. 
• Pick one service with which you are familiar. 
  Complete three to five line items such as
  production line, self-service, or personal
  attention approach, on the Process Design Matrix.
   
• Pick one product with which you are familiar. 
  Complete three to five line items such as Job
  shop, batch, assembly line, or continuous flow
  approach, on the Process Design Matrix.  
• Required Elements
• No more than 700 words
• Consistent with APA format
• Submit Matrix with the Executive SummaryClick
  the Assignment Files tab to submit your
  assignment.
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• OPS 571 Week 1 Quiz
• 1.) Poka-yoke is a Japanese term for a procedure
  that blocks an inevitable mistake from becoming
  what?
• An unidentifiable wasteA service defectA new
  process design flawA 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,
  developmentmarketing, design, manufacturing,
  otherstrengths, weaknesses, opportunities,
  threatsoperations, quality, personnel, finance
• 3.) A service process design flowchart is
  referred to as a service blueprint to emphasize
  what?
• The importance of process designThe impact of
  customer serviceThe impact of blueprintsThe
  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
  customersA self-service approach to customer
  serviceCustomer-facing employees who only talk
  to rich customersPoor customer service

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6.) Which of the following is a good example of a
continuous process layout? A sit-down
restaurantAn automobile manufacturing plantA
home construction siteA 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 cleanAn inspection by
the person returning the car before the car is
seen by the customer.Letting the customer make
this determination 8.) Why is the planning phase
often referred to as Phase 0 (Zero) of the
generic product development process? This phase
is not necessary.This phase is not completed
until after the project has been funded.This
phase happens before the project is
approved.This phase requires 0 to complete. 9.)
Using a project layout for building an aircraft,
why would you want to place rivets close to or
even in the fuselage? Rivets are small and you
dont want to lose themRivets should actually be
placed farthest away from the fuselage.Rivets
are used consistently throughout the construction
processRivets are used one time only in the
construction process 10.) Why do many customers
like the self-service approach to service
design? It provides the customer with the
greatest amount of personal service.It puts the
customer in controlThe customer is always right
in this type of system.It gives the customer
more opportunity to steal from a company 11.)
What happens to production efficiency as the
customer exerts more influence on the
system? Production efficiency is
decreasedProduction efficiency is
increasedThere is no effect on production
efficiencyProduction efficiency is
eliminated
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12.) Permeable systems are characterized by being
penetrable by customers via what two forms of
contact? Phone and face-to-face
contactFace-to-face and internet
contactInternet and mail contactInternet and
phone contact 13.) What is a company trying to
optimize in the most common approach to
developing a workcenter layout? Movement of
materialNumber of defectsAmount of required
staffWork shift hours 14.) Some may argue that
the production-line approach may not treat the
process as a service process, but as what type of
process? A marketing approachA quality
approachAn operational approachA manufacturing
approach 15.) Why would a company want to supply
a product to preferred customers during product
ramp-up? Test the shipping processIdentify any
remaining flawsGet choice shelf positioningHelp
develop a marketing plan For more classes
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