Chapter 6: Multiple Choice Flashcards Preview

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Flashcards in Chapter 6: Multiple Choice Deck (13):
1

Service design must be addressed from two perspectives – the Service Delivery System and

The Service Encounter

2

Customer _______, as expressed in the customer's own words, are called the voice of the customer.

Requirements

3

An approach to guide the design, creation, and marketing of goods and services by integrating the voice of the customer into all decisions is

Quality Function Deployment

4

The House of Quality is a graphical tool used in

Quality function deployment

5

The House of Quality contains all of the following information except

Supplier Evaluations

6

The roof of the House of Quality shows the interrelationships between any pair of

Technical Features

7

The ______________ assumes that any value within the tolerance range is acceptable, but those outside are not.

Goal post model

8

A system that consists of several parallel components that function independently and the entire system will fail only if all components fail is an example of

Redundancy

9

Reliability is defined as the probability that a manufactured good, piece of equipment, or system performs its intended function for a stated period of time __________.

Under specified operating conditions

10

Design for manufacturability is defined as the process of designing a product for efficient production ______.

at the highest level of quality

11

Designing products that can easily be repaired and refurbished or otherwise salvaged for reuse is an aspect of

Design for environment

12

Lean servicescape environments are

Very simple

13

A service guarantee is a promise to

Reward and compensate a customer if a service upset occurs