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 

Question 16 In the value chain model for a hospital, patients, drugs and staff would be considered

Question 17 ____ integration refers to acquiring capabilities at the front of the supply chain, whereas ____ integration refers to acquiring capabilities toward the back end of the supply chain.

Question 18 For a restaurant, order-taking, bill payment and home delivery would be considered

Question 19 The control of Wal-Mart's value chain is ______, while the control of General Electric's  is ________.   

Question 20 The United States has experienced three waves of outsourcing. Which of the following is not one of the waves?

Question 21 ____ is the process of managing information, services and physical goods to insure their availability at the right place, at the right time, at the right cost and at the right quantity, with the highest attention given to quality.

Question 22 A competitively dominant customer experience is often called a

Question 23 Operational structure of the value chain deals with

Question 24 Outsourcing is

Question 25 Which of the following generally does not result from vertical integration?

Question 26 "The perception of the benefits associated with a good, service, or bundle of goods and services in relation to what buyers are willing to pay for them" is the definition of

Question 27 When break-even analysis is applied to an outsourcing decision, the breakeven quantity is

Question 28 The first, second, and third waves of outsourcing experienced by the U.S. are

Question 29 From the pre- and post-service view of a value chain, goods and services design, contract negotiation and consulting services would be considered     

Question 30 Which of the following is not normally considered a variable cost?