User
Course Operations Management
Test Quiz 3
Started 1/27/20 11:32 AM
Submitted 1/27/20 11:53 AM
Due Date 2/3/20 9:00 AM
Status Completed
Attempt Score 36 out of 45 points
Time Elapsed 21 minutes out of 1 hour
Instructions
Results Submitted Answers, Correct Answers,
Displayed Feedback
Question 1
3 out of 3 points
A quality characteristic has a specification (in cm) of 0.40 ± 0.03. If the value of the quality
characteristic exceeds 0.40 by the tolerance of 0.030 on either side, the product will require a $180.00
repair. In the given scenario, the Taguchi loss function is correctly represented by which of the
following equations?
Selected a.
Answer: L(x) = 200,000 (x − 0.40) 2
Correct a.
Answer: L(x) = 200,000 (x − 0.40) 2
Response Rationale:
Feedback Correct. In the given scenario, the Taguchi loss function is correctly represented by
: the equation L(x) = 200,000 (x − 0.40) 2. The loss associated with a deviation of (x -
T) = 0.03 from the target is L(x) = $180, where T is the target nominal value (0.40)
and x is the actual value of the dimension (0.43 or 0.37). To find the loss function
for any value of x, these values are substituted into equation L(x) = k(x - T) 2, which
is solved for k:
180=k(.03) 2
k=180/.0009=200,000
and thus the loss function is
L(x) = 200,000 (x – 0.40) 2
See 5-3: Designing Manufactured GoodsDesigning Manufactured Goods
Question 2
3 out of 3 points
David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to
$200 to resolve any customer complaints, with no questions asked. This is an example of:
, Selected a.
Answer: empowerment.
Correct a.
Answer: empowerment.
Response Rationale:
Feedback: Correct. David's employees being allowed to spend up to $200 to resolve customer
complaints is an example of empowerment. Empowerment means giving people
authority to make decisions based on what they feel is right, to have control over
their work, to take risks and learn from mistakes, and to promote change. See 5-5:
Service-Encounter DesignService-Encounter Design
Question 3
3 out of 3 points
In the context of quality function deployment, building a House of Quality begins by identifying the:
Selected b.
Answer: voice of the customer.
Correct b.
Answer: voice of the customer.
Response Rationale:
Feedback: Correct. Building a House of Quality begins by identifying the voice of the customer
and technical features of the design and listing them in the appropriate places in the
House of Quality diagram. The voice of the customer and the technical features
create a matrix structure in the center of the diagram. See 5-2: Customer-Focused
DesignCustomer-Focused Design
Question 4
3 out of 3 points
Linda is the owner of Souvenirstop, a chain of souvenir shops. One of the shops is located at the City
Centre Mall. Though the shop is popular, she does not get many tourists in the City Centre Mall
branch. She is considering opening another store near a popular tourist attraction to attract more
tourists to her shop. Which of the following elements of service-delivery system design is Linda
addressing?
Selected c.
Answer: Facility location and layout
Correct c.
Answer: Facility location and layout
Response Rationale:
Feedback: Correct. Linda is addressing the element of facility location and layout. Health
clinics, rental car firms, post offices, health clubs, branch banks, libraries, hotels,
emergency service facilities, retail stores, and many other types of service facilities
depend on good location decisions. Starbuck's Coffee shops, for example, are
ubiquitous in many cities, airports, and shopping malls. See 5-4: Service-Delivery
System DesignService-Delivery System Design
Course Operations Management
Test Quiz 3
Started 1/27/20 11:32 AM
Submitted 1/27/20 11:53 AM
Due Date 2/3/20 9:00 AM
Status Completed
Attempt Score 36 out of 45 points
Time Elapsed 21 minutes out of 1 hour
Instructions
Results Submitted Answers, Correct Answers,
Displayed Feedback
Question 1
3 out of 3 points
A quality characteristic has a specification (in cm) of 0.40 ± 0.03. If the value of the quality
characteristic exceeds 0.40 by the tolerance of 0.030 on either side, the product will require a $180.00
repair. In the given scenario, the Taguchi loss function is correctly represented by which of the
following equations?
Selected a.
Answer: L(x) = 200,000 (x − 0.40) 2
Correct a.
Answer: L(x) = 200,000 (x − 0.40) 2
Response Rationale:
Feedback Correct. In the given scenario, the Taguchi loss function is correctly represented by
: the equation L(x) = 200,000 (x − 0.40) 2. The loss associated with a deviation of (x -
T) = 0.03 from the target is L(x) = $180, where T is the target nominal value (0.40)
and x is the actual value of the dimension (0.43 or 0.37). To find the loss function
for any value of x, these values are substituted into equation L(x) = k(x - T) 2, which
is solved for k:
180=k(.03) 2
k=180/.0009=200,000
and thus the loss function is
L(x) = 200,000 (x – 0.40) 2
See 5-3: Designing Manufactured GoodsDesigning Manufactured Goods
Question 2
3 out of 3 points
David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to
$200 to resolve any customer complaints, with no questions asked. This is an example of:
, Selected a.
Answer: empowerment.
Correct a.
Answer: empowerment.
Response Rationale:
Feedback: Correct. David's employees being allowed to spend up to $200 to resolve customer
complaints is an example of empowerment. Empowerment means giving people
authority to make decisions based on what they feel is right, to have control over
their work, to take risks and learn from mistakes, and to promote change. See 5-5:
Service-Encounter DesignService-Encounter Design
Question 3
3 out of 3 points
In the context of quality function deployment, building a House of Quality begins by identifying the:
Selected b.
Answer: voice of the customer.
Correct b.
Answer: voice of the customer.
Response Rationale:
Feedback: Correct. Building a House of Quality begins by identifying the voice of the customer
and technical features of the design and listing them in the appropriate places in the
House of Quality diagram. The voice of the customer and the technical features
create a matrix structure in the center of the diagram. See 5-2: Customer-Focused
DesignCustomer-Focused Design
Question 4
3 out of 3 points
Linda is the owner of Souvenirstop, a chain of souvenir shops. One of the shops is located at the City
Centre Mall. Though the shop is popular, she does not get many tourists in the City Centre Mall
branch. She is considering opening another store near a popular tourist attraction to attract more
tourists to her shop. Which of the following elements of service-delivery system design is Linda
addressing?
Selected c.
Answer: Facility location and layout
Correct c.
Answer: Facility location and layout
Response Rationale:
Feedback: Correct. Linda is addressing the element of facility location and layout. Health
clinics, rental car firms, post offices, health clubs, branch banks, libraries, hotels,
emergency service facilities, retail stores, and many other types of service facilities
depend on good location decisions. Starbuck's Coffee shops, for example, are
ubiquitous in many cities, airports, and shopping malls. See 5-4: Service-Delivery
System DesignService-Delivery System Design
