COB 300 CHAPTER 3 OPERATIONS
EXAM QUESTIONS AND ANSWERS
The service development Process: Complexity - Answer-the number of steps involved in
a service and possible actions that can be taken at each step
The service development Process: divergence - Answer-the number of ways a
customer/ service provider interaction can vary at each step according to the needs of
abilities of each
Performance Dimension: Time to Market - Answer--measures the frequency of new
product introductions.
-Time from initial concept to market introduction.
-Number started and number completed
- Actual vs plan
- % of sales coming from new products
Time to market impact on competitiveness - Answer-- Responsiveness to customers/
competitors
- Quality of design; close to market
- Frequency of projects; model life
Performance Dimensions: Productivity - Answer-- engineering hours per project
- cost of materials and tooling per project
- actual vs plan
Productivity impact on competitiveness - Answer-- Number of projects- freshness and
breadth of line
- Frequency of projects- economics of development
Performance Dimensions: Quality - Answer-- Conformance; reliability in use
- Design; performance and customer satisfaction
- Yield; factory and field
Quality impact on Competitiveness - Answer-- Reputation; customer loyalty
- Relative attractiveness to customers; market share
- Profitability; cost of ongoing service
SIPOC diagram - Answer-suppliers-- inputs-- process-- outputs-- customers
IKEA example information - Answer-- competitive priorities: easy to build furniture,
shipping is cost effective/ efficient, low price product, designs of stores are mazelike
(look at all products)
EXAM QUESTIONS AND ANSWERS
The service development Process: Complexity - Answer-the number of steps involved in
a service and possible actions that can be taken at each step
The service development Process: divergence - Answer-the number of ways a
customer/ service provider interaction can vary at each step according to the needs of
abilities of each
Performance Dimension: Time to Market - Answer--measures the frequency of new
product introductions.
-Time from initial concept to market introduction.
-Number started and number completed
- Actual vs plan
- % of sales coming from new products
Time to market impact on competitiveness - Answer-- Responsiveness to customers/
competitors
- Quality of design; close to market
- Frequency of projects; model life
Performance Dimensions: Productivity - Answer-- engineering hours per project
- cost of materials and tooling per project
- actual vs plan
Productivity impact on competitiveness - Answer-- Number of projects- freshness and
breadth of line
- Frequency of projects- economics of development
Performance Dimensions: Quality - Answer-- Conformance; reliability in use
- Design; performance and customer satisfaction
- Yield; factory and field
Quality impact on Competitiveness - Answer-- Reputation; customer loyalty
- Relative attractiveness to customers; market share
- Profitability; cost of ongoing service
SIPOC diagram - Answer-suppliers-- inputs-- process-- outputs-- customers
IKEA example information - Answer-- competitive priorities: easy to build furniture,
shipping is cost effective/ efficient, low price product, designs of stores are mazelike
(look at all products)
