Chpt 4 & 5

Question 1

What are the benefits of new products and services for a company?

Answer 1

They enhance a company’s image, invigorate employees, and help a firm to grow and prosper.

Question 2

What is the first step in the design process?

Answer 2

Ideas formulated into a product concept.

Question 3

What follows a feasibility study in the design process?

Answer 3

Development and testing prototype designs based on provided performance specs.

Question 4

What is concurrent design?

Answer 4

The simultaneous design of products and processes by design teams.

Question 5

What are the three types of concurrent design?

Answer 5

1. Form design
2. Functional design
3. Production design.

Question 6

What does form design refer to?

Answer 6

The physical appearance of a product.

Question 7

What aspects are included in form design?

Answer 7

Aesthetics such as image, market appeal, and personal identification.

Question 8

What is functional design concerned with?

Answer 8

Functional design is concerned with how the product performs.

Question 9

What are the three performance characteristics considered in functional design?

Answer 9

1. Reliability
2. Maintainability
3. Usability.

Question 10

What does production design focus on?

Answer 10

How the product will be made.

Question 11

What is computer-aided design (CAD)?

Answer 11

Assists in the creation, modification, and analysis of a design.

Question 12

What technologies are related to CAD?

Answer 12

• Computer-aided engineering (CAE)
• Computer-aided manufacturing (CAM)
• Collaborative product design (CPD)

Question 13

What is failure mode and effects analysis (FMEA)?

Answer 13

A systematic approach to analyzing the causes and effects of product failures.

Question 14

What is fault tree analysis (FTA)?

Answer 14

FTA is a visual method of analyzing the interrelationships among failures.

Question 15

What is value analysis in product design?

Answer 15

Aims to eliminate unnecessary features and functions

Question 16

What does design for environment (DFE) involve?

Answer 16

Designing products from recycled material, reducing hazardous chemicals, and minimizing unnecessary packaging.

Question 17

What is quality function deployment (QFD)?

Answer 17

QFD translates the voice of the customer into technical design requirements, and customer requirements into product-design characteristics.

Question 18

What are the six sections of the house of quality?

Answer 18

1. Customer requirements
2. Competitive assessment
3. Design characteristics
4. Relationship matrix
5. Trade-off matrix
6. Target values

Question 19

What is benchmarking?

Answer 19

The process of comparing a product or process against the best-in-class product

Question 20

What is a carbon footprint?

Answer 20

A measure of greenhouse gases.

Question 21

What is collaborative product design (CPD)?

Answer 21

A software system for collaborative design and development among trading partners.

Question 22

What is computer-aided manufacturing (CAM)?

Answer 22

The ultimate design-to-manufacture connection.

Question 23

What is computer-aided engineering (CAE)?

Answer 23

A software system that tests and analyzes designs on the computer screen.

Question 24

What is design for manufacture (DFM)?

Answer 24

The process of designing a product so that it can be produced easily and economically.

Question 25

What is design for supply chain (DFSC)?

Answer 25

The process of designing the supply chain to balance inventory, freight charges, and production costs.

Question 26

What is extended producer responsibility (EPR)?

Answer 26

A concept that holds companies responsible for their product even after its useful life.

Question 27

What is maintainability?

Answer 27

The ease with which a product is maintained or repaired.

Question 28

What is modular design?

Answer 28

The process that combines standardized building blocks, or modules, to create unique finished products.

Question 29

What is a perceptual map?

Answer 29

A visual method for comparing customer perceptions of different products or services.

Question 30

What is product life cycle management (PLM)?

Answer 30

A system for managing the entire life cycle of a product.

Question 31

What is robust design?

Answer 31

A process that yields a product or a service designed to withstand variations.

Question 32

What is simplification in products?

Answer 32

The attempt to reduce the number of parts, assemblies, or options in a product.

Question 33

What is standardization?

Answer 33

The process in which commonly available and interchangeable parts are used.

Question 34

What is sustainability?

Answer 34

The ability to meet present needs without compromising future generations

Question 35

What are tolerances?

Answer 35

The allowable ranges of variation.

Question 36

What is usability?

Answer 36

The ease of use of a product or service

Question 37

What are services?

Answer 37

Services are acts, deeds, performances, or relationships that produce time, place, form, or psychological utilities for customers

Question 38

How do services differ from goods?

Answer 38

Services are intangible and perishable, created and consumed simultaneously, while goods are tangible objects that can be created, sold, and used later

Question 39

Name characteristics that differ services from products?

Answer 39

The eight characteristics are: 1. intangibility 2. variability in output, 3. more customer contact, 4. perishability, 4. inseparability, 5. higher consumption than products, 6. easily emulated, 7. tendency to be decentralized 8. geographically dispersed.

Question 40

What are the key aspects of the service design process?

Answer 40

Developing a service concept, defining the service package, and determining performance, design, and delivery.

Question 41

How does customer/service provider contact affect service design?

Answer 41

How individual services are designed and delivered.

Question 42

What tools are used for service design?

Answer 42

Blueprints, servicescapes, service scripts, and waiting line analysis.

Question 43

What is service blueprinting?

Answer 43

The process of recording in graphical form the activities and interactions in a service process.

Question 44

What are servicescapes?

Answer 44

Provide physical cues to service quality and include the design of the space, ambient conditions, and signs, symbols, and artifacts.

Question 45

Why is waiting line analysis important in service?

Answer 45

Because waiting is integral to many service-related operations.

Question 46

What is queuing theory?

Answer 46

A field of study that uses mathematical formulas to analyze waiting lines.

Question 47

What is the arrival rate?

Answer 47

The frequency at which customers arrive at a waiting line (Poisson distribution)

Question 48

What is a calling population?

Answer 48

Source of customers, which can be infinite or finite.

Question 49

What are channels in the context of service?

Answer 49

of parallel servers for servicing customers.

Question 50

What is a finite queue?

Answer 50

A queue whose length is limited.

Question 51

What is queue discipline?

Answer 51

The order in which customers are served (first-come, first-served)

Question 52

What are goods?

Answer 52

Tangible objects.

Question 53

What is an infinite queue?

Answer 53

An infinite queue is a queue that can be of any length.

Question 54

What is service time?

Answer 54

The time required to serve customers, most frequently described by a negative exponential distribution.

Question 55

What is poisson distribution?

Answer 55

A probability distribution that is used to show how many times an event is likely to occur over a specified period