Week 1 * For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process? marketing, design, manufacturing, other

* A service process design flowchart is referred to as a service blueprint to emphasize what? The importance of process design

* 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? An inspection by the person returning the car before the car is seen by the customer.

* Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage? Rivets are used consistently throughout the construction process

* Permeable systems are characterized by being penetrable by customers via what two forms of contact? Phone and face-to-face contact

* What is a company trying to optimize in the most common approach to developing a workcenter layout? Movement of material

* 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 customers * Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process? This phase happens before the project is approved * Why do many customers like the self-service approach to service design? It puts the customer in control * Some may argue that the production-line approach may not treat the process as a service process, but as what type of process? A manufacturing approach

* Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what? A service defect

* According to the Service-System Design Matrix, sales opportunity has what sort of relationship to production