Question 1

Which of the following performance perspectives in the balanced scorecard model includes the percent of sale from new goods and services

Accepted Answer

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

Question 2

__________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 A

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

Which of the following is a financial performance measure at an organizational level

Accepted Answer

A)  Cost of quality 
B)  Revenue and profit 
C)  Budget variance 
D)  Labor and material costs 
A)  Cost of quality 
B)  Revenue and profit 
C)  Budget variance 
D)  Labor and material costs

Question 5

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 6

In an assembly line of a factory that makes gears, it takes fifteen minutes to complete a drilling operation using a lathe. The duration of this operation is called _____.

Accepted Answer

A)  delay time 
B)  queue time 
C)  processing time 
D)  standard time 
A)  delay time 
B)  queue time 
C)  processing time 
D)  standard time

Question 7

Quality measures the degree to which the output of a process conforms to the management's expectations and requirements.

Accepted Answer

A) True 
 B)False

Question 8

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 9

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 10

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 11

In the context of the triple bottom line (TBL), which of the following is a performance measure of economic sustainability

Accepted Answer

A)  Fines for environmental violations 
B)  Corporate ethics and governance 
C)  Revenue from new goods and services 
D)  Measures of perceived value 
A)  Fines for environmental violations 
B)  Corporate ethics and governance 
C)  Revenue from new goods and services 
D)  Measures of perceived value

Question 12

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 13

_____ is the ratio of the output of a process to the input.

Accepted Answer

A)  Productivity 
B)  Flexibility 
C)  Variability 
D)  Reliability 
A)  Productivity 
B)  Flexibility 
C)  Variability 
D)  Reliability

Question 14

The table below shows the data for the number of pair of shoes produced and the cost incurred by Fancy Trends Inc. for the year 2015.
$\begin{array} { | l | l | l | } 
\hline \text { Pair of Shoes Produced } & & 150,000 \
\hline \text { Cost Incurred } & \text { Direct Labor Cost } & \$ 60,000 \
\hline & \text { Energy Cost } & \$ 5,800 \
\hline & \text { Raw Material Cost } & \$ 42,000 \
\hline
\end{array}$
Based on the given data, the productivity of Fancy Trends Inc. for the year 2015 is _____.

Accepted Answer

A)  1 pair/USD 
B)  1.39 pairs/USD 
C)  2 pairs/USD 
D)  2.46 pairs/USD 
A)  1 pair/USD 
B)  1.39 pairs/USD 
C)  2 pairs/USD 
D)  2.46 pairs/USD

Question 15

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

Question 16

In the context of the value chain model, when "information replaces assets," the costs increase.

Accepted Answer

A) True 
 B)False

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

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

Question 19

Which of the following performance perspectives in the balanced scorecard model measures the ultimate value that a business provides to its shareholders

Accepted Answer

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

Question 20

_____ 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

Which of the following performance perspectives in the balanced scorecard model includes the percent of sale from new goods and services

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

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

Which of the following is a financial performance measure at an organizational level

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.

In an assembly line of a factory that makes gears, it takes fifteen minutes to complete a drilling operation using a lathe. The duration of this operation is called _____.

Quality measures the degree to which the output of a process conforms to the management's expectations and requirements.

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

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

In the context of the triple bottom line (TBL), which of the following is a performance measure of economic sustainability

Measures of__________focus on an organization's people and infrastructure.

_____ is the ratio of the output of a process to the input.

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

In the context of the value chain model, when "information replaces assets," the costs increase.

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

Key measures of innovation and learning include__________.

Which of the following performance perspectives in the balanced scorecard model measures the ultimate value that a business provides to its shareholders

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

Operations Management and Value Chains

Operations Strategy

Technology and Operations Management

Goods and Service Design

Supply Chain Design

Process Selection, Design, and Analysis

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and SPC

Lean Operating Systems

Project Management

Filters

Exam 2: Measuring Performance in Operations and Value Chains

Which of the following performance perspectives in the balanced scorecard model includes the percent of sale from new goods and services

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

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

Which of the following is a financial performance measure at an organizational level

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.

In an assembly line of a factory that makes gears, it takes fifteen minutes to complete a drilling operation using a lathe. The duration of this operation is called _____.

Quality measures the degree to which the output of a process conforms to the management's expectations and requirements.

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

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

In the context of the triple bottom line (TBL), which of the following is a performance measure of economic sustainability

Measures of__________focus on an organization's people and infrastructure.

_____ is the ratio of the output of a process to the input.

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

In the context of the value chain model, when "information replaces assets," the costs increase.

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

Key measures of innovation and learning include__________.

Which of the following performance perspectives in the balanced scorecard model measures the ultimate value that a business provides to its shareholders

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

Operations Management and Value Chains

Operations Strategy

Technology and Operations Management

Goods and Service Design

Supply Chain Design

Process Selection, Design, and Analysis

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and SPC

Lean Operating Systems

Project Management

Filters