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Exam 6: Goods and Service Design

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Question 1

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

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Quality Function Deployment (QFD) is bot...

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Question 2

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

A) optimizing tolerances
B) goal post model
C) quadratic loss function
D) monetary expression of variation

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Question 3

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

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.

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

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

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?

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

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

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

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.

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

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

Discuss the concept of Design for Environment (DfE).

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

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

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.

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

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.