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Question 6:

a) What are the four phases of the product life cycle? (You are required to provide an
example for each phase)
I. Introduction – eg 3D TV, Holographic Projection
II. Growth – Bluray DVD, Tablet PCs
III. Maturity – DVD, Laptops
IV. Decline – Casette, Typewriters
b) Develop a service blueprint for going to a movie theatre, buying food, and watching
the movie.
Customer

actions Arrive and Wait at food Order food Receive food Enter Leave
purchase station and pay auditorium
ticket(s) and watch
movie

line of
information

Cashier takes Server takes order Server hands


order, receives and fills order food to
payment, and customer and
Contact dispenses receives
persons ticket(s) payment

line of visibility

Backstage Additional food is Auditorium


added as needed is cleaned
contacts

line of internal

interaction

Support Movies are Schedules are Food and supplies Staff members Bills and
ordered determined and are ordered from are scheduled employees
announced to local vendors are paid.
newspapers

c) Define Quality Function Deployment (QFD)?. Explain the main purpose of using
QFD?
Structured approach to defining customer needs or requirements and translating them into
specific plans to produce products to meet those needs.
QUESTION 7: SECOND TRIMESTER SUPPLEMENTARY EXAMINATION,
2007/2008 SESSION
Explain the FOUR (4) methods of service design that can reduce costs and enhance the
product.
 Free delivery on purchases
 Cloud storage on smartphone
 Discount for returning customers
 Credit card for loyal depositor

QUESTION 8: THIRD TRIMESTER SUPPLEMENTARY EXAMINATION,


2008/2009 SESSION

a) Define standardization.
Process of setting same features, quality, characteristics, for a certain good or service
b) Explain the advantages and disadvantages of standardization?
Advantages
• Fewer parts to deal with in inventory & manufacturing
• Design costs are generally lower
• Reduced training costs and time
• More routine purchasing, handling and inspection procedures
• Orders fillable from inventory and quality is more consistent
• Opportunities for long production runs and automation
• Need for fewer parts justifies increased expenditures on perfecting designs and
improving quality control procedures
Disadvantages
• Designs may be frozen with too many imperfections remaining.
• High cost of design changes increases resistance to improvements
• Decreased variety results in less consumer appeal.
QUESTION 9: THIRD TRIMESTER FINAL EXAMINATION, 2010/2011 SESSION

a) What is the principle of "postponement" or “delayed differentiation”. Why is it


considered the key to mass customization? (You are required to provide an example).
– The process of producing, but not quite completing, a product or service until
customer preferences are known
– It is a postponement tactic
– Produce a piece of furniture, but do not stain it; the customer chooses the stain
Companies can operate at maximum efficiency and quickly meet customers’ orders with a
minimum amount of inventory.
Eg Amazon.com manages the inventory to fulfil customer orders by postponing the location
of inventory to their suppliers in the upstream supply chain until the arrival of customer
orders

b) Explain the concept of product reliability. Identify THREE (3) ways product
reliability can be improved when considering functional design.
The ability of a product, part, or system to perform its intended function under a prescribed
set of conditions

 They ensure that the supply-chain participants have the capability to produce the parts
(materials) and services necessary to meet the final reliability objectives and that
those participants are following through.
 They identify the potential failure modes, failure sites, and failure mechanisms.
 They design to the quality level that can be controlled in manufacturing and assembly,
considering the potential failure modes, failure sites, and failure mechanisms,
obtained from the physics-of-failure analysis, and the life-cycle profile.
 They verify the reliability of the system under the expected life-cycle conditions.
 They demonstrate that all manufacturing and assembly processes are capable of
producing the system within the statistical process window required by the design.
Because variability in material properties and manufacturing processes will affect a
system’s reliability, characteristics of the process must be identified, measured, and
monitored.
 They manage the life-cycle usage of the system using closed loop, root-cause
monitoring procedures.
QUESTION 10: SECOND TRIMESTER FINAL EXAMINATION, 2011/2012
SESSION

a) What is the objective of the product decision?


The objective of the product decision is to develop and implement a product strategy that
meets the demands of the marketplace and provides a competitive advantage for the company

b) Briefly explain the NINE (9) steps or phases of efficient product design and
development process
I. Idea generation
a. Supply chain based
b. Competitor based
c. Research based
II. Feasibility analysis
III. Products specifications
IV. Process specifications
V. Prototype development
VI. Design review
VII. Market test
VIII. Product introduction
IX. Follow-up evaluation

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