•  Question 1  When Bill Gates stated that "Microsoft is always two years away from failure," he was emphasizing the importance of   

•  Question 2 Value chain measures would generally be less valuable to   

•  Question 3 In choosing performance measures, an organization might consider all of the following criteria except   

•  Question 4 The service-profit chain model   

•  Question 5  Productivity is the   

•  Question 6 Which of the following would be a typical operational-level quality performance measure?   

•  Question 7  The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?    

•  Question 8 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?   

•  Question 9 Which of the following is not a key dimension of service quality?    

•  Question 10 At a basic level, quality should be measured in three areas.  Which of the following is not one of those areas?   

•  Question 11 Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers?    

•  Question 12 In regard to the value chain model, efficiency, cost and cycle time would be most related to    

•  Question 13  Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?    

•  Question 14 Regarding the service-profit chain model, which of the following is not viewed as internal performance?   

•  Question 15 The ability to respond quickly to changes in the amount and type of demand is called