Question 1

Key measures of innovation and learning include _____.

Accepted Answer

A)  supply-chain performance 
B)  processing time 
C)  percentage of new products developed 
D)  the variance around the average time 
A)  supply-chain performance 
B)  processing time 
C)  percentage of new products developed 
D)  the variance around the average time C

Question 2

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

Accepted Answer

A)  reliability 
B)  flexibility 
C)  sustainability 
D)  productivity 
A)  reliability 
B)  flexibility 
C)  sustainability 
D)  productivity D

Question 3

_____ measures the degree to which the output of a process meets customer requirements.

Accepted Answer

A)  Learning 
B)  Innovation 
C)  Variability 
D)  Quality 
A)  Learning 
B)  Innovation 
C)  Variability 
D)  Quality D

Question 4

_____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.

Accepted Answer

A)  Operational efficiency 
B)  Volume flexibility 
C)  Reliability 
D)  Sustainability 
A)  Operational efficiency 
B)  Volume flexibility 
C)  Reliability 
D)  Sustainability

Question 5

The quantitative modeling of cause-and-effect relationships between external and internal performance criteria is called _____.

Accepted Answer

A)  productivity 
B)  operational efficiency 
C)  interlinking 
D)  sustainability 
A)  productivity 
B)  operational efficiency 
C)  interlinking 
D)  sustainability

Question 6

In the context of the triple bottom line _____ sustainability measures include corporate ethics and governance.

Accepted Answer

A)  environmental 
B)  social 
C)  economic 
D)  political 
A)  environmental 
B)  social 
C)  economic 
D)  political

Question 7

The _____ is based on a set of cause-and-effect linkages between internal and external performance,and in this fashion,defines the key performance measurements on which service-based firms should focus.

Accepted Answer

A)  Service-Profit Chain model 
B)  value chain model 
C)  balanced scorecard 
D)  Malcolm Baldrige Performance Excellence program 
A)  Service-Profit Chain model 
B)  value chain model 
C)  balanced scorecard 
D)  Malcolm Baldrige Performance Excellence program

Question 8

Dextron,a privately owned computer technology company,provides a wide range of customized laptops to suit the needs of students,corporate professionals,and small business owners.In this case,Dextron's ability to provide a wide range of customized laptops to suit its customers' needs best describes _____.

Accepted Answer

A)  volume flexibility 
B)  design flexibility 
C)  budget variance 
D)  manufacturing yield 
A)  volume flexibility 
B)  design flexibility 
C)  budget variance 
D)  manufacturing yield

Question 9

Performance measures should support customer requirements.

Accepted Answer

A) True 
 B)False

Question 10

_____ is the act of quantifying the performance of organizational units,goods and services,processes,people,and other business activities.

Accepted Answer

A)  Measurement 
B)  Forecasting 
C)  Fulfillment 
D)  Litigating 
A)  Measurement 
B)  Forecasting 
C)  Fulfillment 
D)  Litigating

Question 11

In the context of the triple bottom line (TBL),which of the following measures includes the number of ethical violations?

Accepted Answer

A)  Responsiveness 
B)  Service quality 
C)  Social sustainability 
D)  Customer retention rate 
A)  Responsiveness 
B)  Service quality 
C)  Social sustainability 
D)  Customer retention rate

Question 12

Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity,flow time,and asset utilization?

Accepted Answer

A)  The financial perspective 
B)  The customer perspective 
C)  The innovation and learning perspective 
D)  The internal perspective 
A)  The financial perspective 
B)  The customer perspective 
C)  The innovation and learning perspective 
D)  The internal perspective

Question 13

In the context of the value chain model,fewer resources are needed to achieve performance goals when "information replaces assets."

Accepted Answer

A) True 
 B)False

Question 14

The innovation and learning perspective in the balanced scorecard model includes measures such as:

Accepted Answer

A)  return on investment,economic value added,and shareholder value. 
B)  number of cooperative customer-company design initiatives and percent of sale from new services. 
C)  training hours per employee,hiring process effectiveness,and revenue per employee. 
D)  service-quality levels,design and demand flexibility,and asset utilization. 
A)  return on investment,economic value added,and shareholder value. 
B)  number of cooperative customer-company design initiatives and percent of sale from new services. 
C)  training hours per employee,hiring process effectiveness,and revenue per employee. 
D)  service-quality levels,design and demand flexibility,and asset utilization.

Question 15

_____ is the willingness to help customers and provide prompt recovery to service upsets.

Accepted Answer

A)  Responsiveness 
B)  Empathy 
C)  Assurance 
D)  Reliability 
A)  Responsiveness 
B)  Empathy 
C)  Assurance 
D)  Reliability

Question 16

Measures of _____ focus on an organization's people and infrastructure.

Accepted Answer

A)  goods and service design flexibility 
B)  customer and market 
C)  service quality 
D)  innovation and learning 
A)  goods and service design flexibility 
B)  customer and market 
C)  service quality 
D)  innovation and learning

Question 17

The ability of an organization to respond quickly to changes in the quantity and type of demand is called _____.

Accepted Answer

A)  utility 
B)  reliability 
C)  demand variability 
D)  volume flexibility 
A)  utility 
B)  reliability 
C)  demand variability 
D)  volume flexibility

Question 18

With interlinking models,managers can objectively make internal decisions that impact external outcomes.

Accepted Answer

A) True 
 B)False

Question 19

In the context of the analytics in operations management,it costs three to five times more to keep an existing customer than acquire a new customer.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is a quality performance measure at an operational level?

Accepted Answer

A)  Customer ratings of goods and services 
B)  Customer retention 
C)  Service representative courtesy 
D)  Product recalls 
A)  Customer ratings of goods and services 
B)  Customer retention 
C)  Service representative courtesy 
D)  Product recalls

Key measures of innovation and learning include _____.

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

_____ measures the degree to which the output of a process meets customer requirements.

_____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.

The quantitative modeling of cause-and-effect relationships between external and internal performance criteria is called _____.

In the context of the triple bottom line _____ sustainability measures include corporate ethics and governance.

The _____ is based on a set of cause-and-effect linkages between internal and external performance,and in this fashion,defines the key performance measurements on which service-based firms should focus.

Performance measures should support customer requirements.

_____ is the act of quantifying the performance of organizational units,goods and services,processes,people,and other business activities.

In the context of the triple bottom line (TBL),which of the following measures includes the number of ethical violations?

Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity,flow time,and asset utilization?

In the context of the value chain model,fewer resources are needed to achieve performance goals when "information replaces assets."

The innovation and learning perspective in the balanced scorecard model includes measures such as:

_____ is the willingness to help customers and provide prompt recovery to service upsets.

Measures of _____ focus on an organization's people and infrastructure.

The ability of an organization to respond quickly to changes in the quantity and type of demand is called _____.

With interlinking models,managers can objectively make internal decisions that impact external outcomes.

In the context of the analytics in operations management,it costs three to five times more to keep an existing customer than acquire a new customer.

Which of the following is a quality performance measure at an operational level?

Operations Management and Value Chains

Operations Strategy

Technology and Operations Management

Goods and Service Design

Supply Chain Design

Process Selection,design,and Improvement

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Process Analysis and Resource Utilization

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control Spc

Lean Operating Systems

Project Management

Filters

Exam 2: Measuring Performance in Operations and Value Chains

Key measures of innovation and learning include _____.

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

_____ measures the degree to which the output of a process meets customer requirements.

_____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.

The quantitative modeling of cause-and-effect relationships between external and internal performance criteria is called _____.

In the context of the triple bottom line _____ sustainability measures include corporate ethics and governance.

The _____ is based on a set of cause-and-effect linkages between internal and external performance,and in this fashion,defines the key performance measurements on which service-based firms should focus.

Performance measures should support customer requirements.

_____ is the act of quantifying the performance of organizational units,goods and services,processes,people,and other business activities.

In the context of the triple bottom line (TBL),which of the following measures includes the number of ethical violations?

Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity,flow time,and asset utilization?

In the context of the value chain model,fewer resources are needed to achieve performance goals when "information replaces assets."

The innovation and learning perspective in the balanced scorecard model includes measures such as:

_____ is the willingness to help customers and provide prompt recovery to service upsets.

Measures of _____ focus on an organization's people and infrastructure.

The ability of an organization to respond quickly to changes in the quantity and type of demand is called _____.

With interlinking models,managers can objectively make internal decisions that impact external outcomes.

In the context of the analytics in operations management,it costs three to five times more to keep an existing customer than acquire a new customer.

Which of the following is a quality performance measure at an operational level?

Operations Management and Value Chains

Operations Strategy

Technology and Operations Management

Goods and Service Design

Supply Chain Design

Process Selection,design,and Improvement

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Process Analysis and Resource Utilization

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control Spc

Lean Operating Systems

Project Management

Filters