ISQS 3344 Flamm Exam 2 Questions
and Answers
robust design
✓ ~~~ one with small variation to designing a product or service
customer benefit package
✓ ~~~ -must support corporate/business strategy
✓ -needs to make product/service more valuable
✓ -customer needs to know who you are and what you sell
strategic importance of design
✓ ~~~ products/services must support the company's business strategy by satisfying the
target audiences need and preferences
STORY: casa blanca :strategic importance of design
✓ ~~~ -lubbock location to copy ruidoso
✓ -extremely slow(lunch) service and food prep
✓ -flamm left 2 different times after waiting an hour for food
✓ -closed after 6 months
✓ -didnt recognize that lubbock customers did not have the leisure that vacationers in
ruidoso have
✓ -location needs to match environment
Must know
✓ ~~~ -customer needs
✓ -how good/service will satisfy customer need
✓ -how to relate customer wants to product "hows" and relationship between the firms
"hows" (CBP)
✓ -how to compete on products ; benchmarks
issues for product design
, ✓ ~~~ -robust: high quality; functions well for a long time
*car engine in 70's- electronic ignition made it so there were less moving parts to get
corroded and led to less tuneups
-value engineering and analysis (value added to consume
*harley davidson video- extreme failure testing
taguchi loss function
✓ ~~~ -design the product to not be sensitive to variations during manufacturing or delivery
process
* pharmacy - make calling in a RX a more robust service through verifying that that
the RX is correct by checking last name and order #
-shows that costs increase as the product moves away from what the customer
wants (rejection size)
-tighter tolerance (alpha) in design of manufactured good = better quality
-smaller standard deviation= better (less chance it will break/fail)
module design
✓ ~~~ -main advantage: less finished goods in inventory (excess $ tied up in GAS)
-simplify assembly of product
-keys to design: fewer parts and simple design
design new product reliability
✓ ~~~ -functional failure: the part/service fails right out of box, low quality
-reliability failure: refers to the life of the product and how long it lasts
, -series
-parallel
series
✓ ~~~ -no overlapping process
-failure/inaccuracy is cumulative
-R=(P1)(P2)(P3)....(Pn)
parallel
✓ ~~~ -multiple products being worked on at once
-better reliability
-start with lowest reliability and increase the efficiency (add identical jobs)
-R=1-(1-p1)(1=P2)(1-P3)...(1-Pn)
service encounter design
✓ ~~~ -customer contact behavior and skill
-creativity encouraged
-no "script" because it takes away from individuals personality
-EX: nordstrom #1 rule is to use ur best judgment at all times; no other rules
streamlining the goods and services design process
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