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

3 out of 3 points

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

Question 2

3 out of 3 points

Which of the following would be an example of an innovation and learning performance measure?

Question 3

3 out of 3 points

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

Question 4

3 out of 3 points

The service-profit chain model

Question 5

3 out of 3 points

Of the four models of organizational performance, which two focus on the “big picture” of organizational performance rather than on operational-level framework?

Question 6

3 out of 3 points

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

Question 7

3 out of 3 points

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

Question 8

3 out of 3 points

Airline revenue per passenger mile and hotel revenue per full-time employee are examples of

Question 9

3 out of 3 points

Interlinking is the quantitative modeling of cause-and-effect relationships between

Question 10

3 out of 3 points

When Bill Gates stated that “Microsoft is always two years away from failure,” he was emphasizing the importance of

Question 11

3 out of 3 points

Employee satisfaction and other workforce-related measures fall into which perspective in the Balanced Scorecard?

Question 12

3 out of 3 points

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

Question 13

3 out of 3 points

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 14

3 out of 3 points

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

Question 15

3 out of 3 points

The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except

Question 16

0 out of 3 points

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

Question 17

3 out of 3 points

A firm’s ability to achieve market and financial superiority over its competitors is called

Question 18

3 out of 3 points

Requirements that are expected in a good or service are called

Question 19

3 out of 3 points

Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods?

Question 20

3 out of 3 points

The ____ of a firm defines the strengths that are unique to that organization.

Question 21

3 out of 3 points

Which one of the following statements best represents McDonald’s approach to global business?

Question 22

3 out of 3 points

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

Question 23

3 out of 3 points

Considering the work force component of infrastructure, which term does not fit with the others in a service environment?

Question 24

3 out of 3 points

____ attributes are most likely to be experienced by the customer when using estate planning services.

Question 25

3 out of 3 points

Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is

Question 26

3 out of 3 points

In time sequence, which of the following needs to be accomplished first?

Question 27

3 out of 3 points

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

Question 28

3 out of 3 points

Operations design choices include all of the following except

Question 29

3 out of 3 points

Families of goods or services having similar characteristics or methods of creation are called

Question 30

3 out of 3 points

In an automobile, which of the following would not be considered an order winner?

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