The ability of an organization to produce goods or services that have some uniqueness in their characteristics is

• mass production

• time-based competition

• competing on productivity

• competing on flexibility

• competing on differentiation

A strategy is a(n)

• set of opportunities in the marketplace

• broad statement of purpose

• simulation used to test various product line options

• plan for cost reduction

• action plan to achieve the mission

The ability of an organization to produce services that, by utilizing the consumer's five senses, have some uniqueness in their characteristics is

• mass production

• time-based competition

• differentiation

• flexible response

• experience differentiation

Standardization is an appropriate strategy in which stage of the product life cycle?

• introduction

• growth

• maturity

• decline

• retirement

The stage in the product life cycle at which it is a poor time to change quality is

• introduction

• growth

• maturity

• decline

• incubation

The three major subdivisions of the product decision are

• selection, definition, and design

• goods, services, and hybrids

• strategy, tactics, and operations

• cost, differentiation, and speed of response

• legislative, judicial, and executive

A product's life cycle is divided into four stages, which are

• introduction, growth, saturation, and maturity

• introduction, growth, stability, and decline

• introduction, maturity, saturation, and decline

• introduction, growth, maturity, and decline

• none of the above

Quality function deployment (QFD)

• determines what will satisfy the customer

• translates customer desires into the target design

• is used early in the design process

• is used to determine where to deploy quality efforts

• all of the above

A graphic technique for defining the relationship between customer desires and product/service is

• Product Lifecycle Management

• the House of Quality

• the moment of truth

• the assembly drawing

• the product development team

Modern ATM machines are an automated example of a service design that

• reduces customer interaction

• modularizes the service

• delays service customization

• has no moment of truth

• has insufficient quality function deployment