Assignment

Question 1

Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers?
a. financial
b. customer
c. innovation and learning
d. internal

Question 2

Which of the following would be an example of an innovation and learning performance measure?
a. employee satisfaction
b. earnings per share
c. design flexibility
d. product-related litigation

Question 3

In regard to the value chain model, efficiency, cost and cycle time would be most related to
a. suppliers
b. inputs
c. value creation processes
d. outputs and outcomes

Question 4

The service-profit chain model
a. is based on a set of cause-and-effect linkages
b. is only focused on internal performance
c. was designed first for manufacturing organizations
d. is focused on equipment utilization

Question 5

Of the four models of organizational performance, which two focus on the "big picture" of organizational performance rather than on operational-level framework?
a. Malcolm Baldrige National Quality Award Framework and the Value Chain model
b. Balanced Scorecard and the Service-Profit Chain
c. Malcolm Baldrige National Quality Award Framework and the Balanced Scorecard
d. Value Chain model and Service-Profit Chain

Question 6

The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?
a. financial
b. customer and market
c. innovation and learning
d. productivity

Question 7

Which of the following would be a typical operational-level quality performance measure?
a. customer ratings of goods and services
b. customer retention
c. service representative courtesy
d. product recalls

Question 8

Airline revenue per passenger mile and hotel revenue per full-time employee are examples of
a. reliability
b. value of loyal customer
c. sustainability
d. productivity

Question 9

Interlinking is the quantitative modeling of cause-and-effect relationships between
a. internal performance criteria
b. external performance criteria
c. internal and external performance criteria
d. competing organizations' performances

Question 10

When Bill Gates stated that "Microsoft is always two years away from failure," he was emphasizing the importance of
a. innovation and learning
b. productivity
c. design flexibility
d. speed

Question 11

Employee satisfaction and other workforce-related measures fall into which perspective in the Balanced Scorecard?
a. Financial
b. Customer
c. Innovation and Learning
d. Internal

Question 12

At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?
a. goods
b. services
c. environment
d. employee

Question 13

Which category of the Malcolm Baldrige National Quality Award examines how the organization fulfills its ethical, legal, and societal responsibilities, and supports its key communities?
a. leadership
b. Strategic Planning
c. Customer Focus
d. Results

Question 14

Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?
a. Leadership
b. Workforce Focus
c. Customer Focus
d. Measurement, Analysis and Knowledge Management

Question 15

The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except
a. economic
b. social
c. technological
d. environmental

Question 16

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with having a meal in a restaurant such as taste of the food and courtesy of the server would best be classified as
a. search attributes
b. experience attributes
c. credence attributes
d. reflect attributes

Question 17

A firm's ability to achieve market and financial superiority over its competitors is called
a. Operations strategy
b. Strategic planning
c. Competitive advantage
d. Competitive priority

Question 18

Requirements that are expected in a good or service are called
a. Order Qualifiers
b. Order Satisfiers
c. Order Exciters
d. Order winners

Question 19

Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods?
a. Customers rely on more information from personal sources
b. Customers perceive greater risks
c. Customers cannot form a priori expectations of expected service quality
d. Dissatisfaction often results from a customer's inability to properly co-produce the service

Question 20

The ____ of a firm defines the strengths that are unique to that organization.
a. strategy development
b., strategic mission
c. vision statement
d. core competencies

Question 21

Which one of the following statements best represents McDonald's approach to global business?
a. One brand cannot be all things to all people.
b. Extensive use of outside trainers
c. Using alternative technologies to make French fries
d. Use of primarily manual information systems

Question 22

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with the features of a new laptop computer such as processor speed and hard disk capacity would best be classified as
a. search attributes
b. experience attributes
c. credence attributes
d. reflect attributes

Question 23

Considering the work force component of infrastructure, which term does not fit with the others in a service environment?
a. Customer contact skills
b. Cross-training
c. Task-oriented
d. Empowered

Question 24

____ attributes are most likely to be experienced by the customer when using estate planning services.
a. Search attributes
b. Experience attributes
c. Credence attributes
d. Order winners

Question 25

Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is
a. Operations evaluates the implications of competitive priorities in terms of process choices and infrastructure
b. Operations determines if process choice decisions and capabilities are consistent with infrastructure capabilities
c. Operations input into corporate and marketing strategy
d. Ties together corporate strategy and marketing strategy

Question 26

In time sequence, which of the following needs to be accomplished first?
a. Understand customer wants and needs
b. Design and deliver customer benefit package
c. Build and leverage operational capabilities
d. Hire creative engineers

Question 27

With regard to the three types of attributes customers use in evaluating the quality of goods and services, a vacation would best be classified as high in
a. Search attributes
b. Experience attributes
c. Credence attributes
d. Competitive advantage attributes

Question 28

Operations design choices include all of the following except
a. Operating plans and controls
b. Type of processes
c. Value chain integration and outsourcing
d. Inventory and service capacity

Question 29

Families of goods or services having similar characteristics or methods of creation are called
a. Core competencies
b. Corporate strategy
c. Strategic business units
d. Functional strategy

Question 30

In an automobile, which of the following would not be considered an order winner?
a. Self-parking capability
b. Voice-activated music system
c. Front-seat airbags
d. Collision-avoidance system.