Chapter 6: True/False Flashcards Preview

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Flashcards in Chapter 6: True/False Deck (12)
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1
Q

The design of a good can be done, in most part, independently from the design of the process by which the good is produced.

A

True

2
Q

The design of a service cannot be done independently from the design of the process by which the service is created and delivered.

A

True

3
Q

Customer complaints, as expressed in the customer’s own words, are referred to as the voice of the customer.

A

False

4
Q

The House of Quality helps to prioritize those technical features that should be deployed or paid the most attention to.

A

True

5
Q

Narrow tolerances improve product functionality and performance, but tend to raise manufacturing costs.

A

True

6
Q

Taguchi’s loss function, also known as the goal post model, expresses the cost of variation in market share terms.

A

False

7
Q

Reliability can be improved by using better components or by adding redundant components

A

True

8
Q

Product simplification is the process of reducing the number of product options available to the customer, so it is the opposite of product customization.

A

False

9
Q

The servicescape provides the behavioral setting where service encounters take place

A

True

10
Q

A process-based organization is vital to a good service design because services are generally interdisciplinary and cross-functional.

A

True

11
Q

High customer contact in the service delivery system generally results in higher levels of operating efficiency

A

False

12
Q

Empowerment refers to allowing customers to specify how they want an otherwise generic service to be tailored to their individual needs.

A

False