a. 1. What information is contained in an engineering drawing?
2. What information is contained in an assembly chart? In a process sheet?
3. Explain what is meant in service design by the "moment of truth."
4. Explain how the house of quality translates customer desires into product/service attributes.
b. 1. What strategic advantages does computer-aided design provide?
2. What is a process chain?
3. Why are the direct interaction and surrogate interaction regions in a PCN diagram important in service design?
4. Why are documents for service useful? Provide examples of four types.