OPS 571 Week 1 Quiz
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1.) Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?
An unidentifiable waste
A service defect
A new process design flaw
A reason for over-production
2 .) For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?
marketing, operations, training, development
marketing, design, manufacturing, other
strengths, weaknesses, opportunities, threats
operations, quality, personnel, finance
3.) A service process design flowchart is referred to as a service blueprint to emphasize what?
The importance of process design
The impact of customer service
The impact of blueprints
The importance of system engineering
4.) 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
A self-service approach to customer service
Customer-facing employees who only talk to rich customers
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