Chapter 04 – Product and Service Design
1. Global teams provide diversity while eliminating conflicts and miscommunication.
2. A ‘House of Quality’ is achieved when no department in a single location has more than
15% rejects.
3. Concurrent Engineering is another term for sequential development.
Chapter 04 – Product and Service Design
4. One of the main advantages of standardization is that it increases the potential variety of
products.
5. A disadvantage of standardization is the possibility of standardizing designs too early,
which may make it difficult to modify in the future.
6. Reducing consumer choices makes service more efficient.
Chapter 04 – Product and Service Design
7. Modular design increases costs of purchasing and controlling inventory compared to non-
modular.
8. Product failures can be easier to remedy with modular design.
9. One motivation for an organization to redesign its product or service is to avoid the
alternative of downsizing the organization.
Chapter 04 – Product and Service Design
10. A major benefit of Computer Aided Design (CAD) is the increased productivity of
designers.
11. Most of the time what is called product or service design is actually a redesign of an
existing product or service.
12. A service blueprint is quite similar to an architectural drawing.
Chapter 04 – Product and Service Design
13. The process of dismantling and inspecting a competitor’s product to discover product
improvement is called benchmarking.
14. To save money, it is essential that designers revise the production capabilities to meet the
requirements of the new products.
15. Many US manufacturers are now shifting their focus from products to both product and
process improvements.
Chapter 04 – Product and Service Design
16. Applied research has the objective of achieving commercial applications for new ideas.
17. Basic research is done with the expectation that discoveries will have near-term
commercial application.
18. “Design for production” takes into account the capabilities of the organization to produce
or deliver a given product or service.
Chapter 04 – Product and Service Design
19. Consumers tend to resist purchasing products containing recycled materials.
20. “Concurrent engineering” brings people concerned with manufacturing into the design
phase earlier than in the “over-the-wall” approach.
21. “Concurrent engineering” means that at least two engineers are involved in product design
at the same time.
Chapter 04 – Product and Service Design
22. One approach to extending a product’s life cycle is to promote alternate uses of the
product.
23. “Quality Function Deployment” is a structured approach that guarantees that the highest
quality product or service will be designed.
24. Product liability means that a manufacturer is liable for any injuries and damages caused
by a faulty product because of poor workmanship or design.
Chapter 04 – Product and Service Design
25. The process of dismantling and inspecting a competitor’s product to discover
improvement is called reverse engineering.
26. Research and development (R&D) refers to organized efforts that are directed toward
increasing scientific knowledge and product (or process) innovation.
27. Standardization refers to the extent to which there is absence of variety in a product,
service, or process.
Chapter 04 – Product and Service Design
28. Re-manufacturing refers to removing some of the components of old products and reusing
them in new products.
29. The demand for a product and the rate of technological change have significant impact on
the length of a given phase of the product life cycle.
30. Robust design describes a product that will perform satisfactorily so long as it is used in a
very narrow range of conditions.
31. Taguchi design methods involve identifying the optimal operating or environmental
conditions for a given product.
32. Quality function deployment (QFD) is based on a set of standards which relate customer
requirements to company capabilities.
33. The quality function deployment (QFD) matrices are often referred to as the “House of
Quality” because, when completed, they “house” all of the customer’s quality requirements.
Chapter 04 – Product and Service Design
34. Service design often must take into account the degree of customer contact required.
35. Reliability refers to the ability of a product to perform its intended function under normal
conditions.
36. Applied research is the major R & D effort of business organizations because of the desire
for commercial applications.
Chapter 04 – Product and Service Design
37. Commonality of components is beneficial for manufacturing but not for services.
38. Standardization can at times lead to serious difficulties and competitive struggles,
particularly when systems are running under different conditions.
39. The term failure as applied to reliability means that a part or item does not function at all.
Chapter 04 – Product and Service Design
40. Reliability can be defined in terms of a particular point in time or in terms of length of
service.
41. Reliability can be improved by the use of backup components.
42. Delayed differentiation and modular design are tactics for mass customization.
Chapter 04 – Product and Service Design
43. Life-cycle assessment involves incorporating where the product or service is in its life-
cycle into system-design decision-making.
44. The goal of life-cycle assessment is to incorporate the environmental impact of products
or services into product-design or service-design decision-making.
45. The three Rs – Reduce, Re-use and Recycle – are more applicable in service design than in
product design.
Chapter 04 – Product and Service Design
46. The goal of value analysis is to find ways of _______.
47. When considering re-use issues for a given product, an important factor to take into
account is that product’s _______.