Question 1

Which of the following is an example of an operations strategy trade-off followed by Southwest Airlines?

Accepted Answer

A) Fly one model 
B) Fly point to point to many smaller, regional airports 
C) Exclusively use their website for reservations 
D) Offer no assigned or first-class seating 
E) All of these 
A) Fly one model 
B) Fly point to point to many smaller, regional airports 
C) Exclusively use their website for reservations 
D) Offer no assigned or first-class seating 
E) All of these E

Question 2

Why do higher quality goods and services generally command higher prices?

Accepted Answer

A) To cover the costs of higher quality parts 
B) To cover the costs for closer attention to meeting design specifications 
C) To cover the costs for better trained personnel 
D) To cover the costs for the use of better equipment and technology 
E) All of these 
A) To cover the costs of higher quality parts 
B) To cover the costs for closer attention to meeting design specifications 
C) To cover the costs for better trained personnel 
D) To cover the costs for the use of better equipment and technology 
E) All of these E

Question 3

According to the textbook, with which part of the firm's strategic plan is customer satisfaction of the utmost importance?

Accepted Answer

A) High-customer-service strategy 
B) High-quality strategy 
C) Low-cost strategy 
D) None of these 
A) High-customer-service strategy 
B) High-quality strategy 
C) Low-cost strategy 
D) None of these A

Question 4

The chapter begins with a quote: "Most really great companies try to set up strategies and come out stronger than when they went in." Who made that statement?

Accepted Answer

A) Jack Welch 
B) Jeff Immelt 
C) Sergey Brin 
D) Frederick Smith 
E) Anil Ambani 
A) Jack Welch 
B) Jeff Immelt 
C) Sergey Brin 
D) Frederick Smith 
E) Anil Ambani

Question 5

The Dow Chemical Company began thinking in terms of the triple bottom line during Phase 2 of its ethics and sustainability initiative. The triple bottom line includes the impact of which of these factors on Dow's operations?

Accepted Answer

A) Economic 
B) Social 
C) Environmental 
D) All of these factors 
A) Economic 
B) Social 
C) Environmental 
D) All of these factors

Question 6

Which one of these aspects is usually NOT included within the customer service dimension?

Accepted Answer

A) Server knowledge and empathy 
B) Service recovery 
C) Cost 
D) Reliability 
E) Flexibility 
A) Server knowledge and empathy 
B) Service recovery 
C) Cost 
D) Reliability 
E) Flexibility

Question 7

-Find out the inventory turnover from the information provided above.

Accepted Answer

A) 1.1 
B) 0.3 
C) 1.6 
D) 0.9 
E) Do not have enough information to compute 
A) 1.1 
B) 0.3 
C) 1.6 
D) 0.9 
E) Do not have enough information to compute

Question 8

_______ refers to the firm's ability to respond to a wide variety of customer expectations. It can also mean the firm can accommodate varying demand levels.

Accepted Answer

A) Flexibility 
B) Reliability 
C) Server knowledge and empathy 
D) Speed 
E) Service recovery 
A) Flexibility 
B) Reliability 
C) Server knowledge and empathy 
D) Speed 
E) Service recovery

Question 9

The process of determining a firm's long-term goals, plans, and policies is called _______.

Accepted Answer

A) operations strategy 
B) business process reengineering 
C) strategic planning 
D) economies of scale 
E) service recovery 
A) operations strategy 
B) business process reengineering 
C) strategic planning 
D) economies of scale 
E) service recovery

Question 10

When a customer service experience goes wrong-the product fails to operate correctly or the restaurant's food is cold-customers expect an equitable compensation or arrangement. This capability is also known as _______.

Accepted Answer

A) flexibility 
B) reliability 
C) server knowledge and empathy 
D) speed 
E) service recovery 
A) flexibility 
B) reliability 
C) server knowledge and empathy 
D) speed 
E) service recovery

Question 11

"We will be the easiest pharmacy retailer for customers to use," is the mission statement of _______.

Accepted Answer

A) CVS Pharmacy 
B) Rite Aid Pharmacy 
C) Walgreens 
D) ADV Care Pharmacy 
E) Walmart 
A) CVS Pharmacy 
B) Rite Aid Pharmacy 
C) Walgreens 
D) ADV Care Pharmacy 
E) Walmart

Question 12

-Find out the single-factor materials productivity for the year 2014 from the information provided above.

Accepted Answer

A) 3.451 
B) 2.934 
C) 3.000 
D) 2.551 
E) Do not have enough information to compute 
A) 3.451 
B) 2.934 
C) 3.000 
D) 2.551 
E) Do not have enough information to compute

Question 13

To create customer value and compete, firms can utilize which one of the strategic combinations?

Accepted Answer

A) High cost, high quality, and poor customer service 
B) Low cost, low quality, and poor customer service 
C) Low cost, high quality, and great customer service 
D) High cost, low quality, and great customer service 
E) High cost, low quality, and poor customer service 
A) High cost, high quality, and poor customer service 
B) Low cost, low quality, and poor customer service 
C) Low cost, high quality, and great customer service 
D) High cost, low quality, and great customer service 
E) High cost, low quality, and poor customer service

Question 14

-An ethical act that creates the greatest good for the greatest number of people is called _______.

Accepted Answer

A) utilitarianism 
B) fair trade product 
C) sustainability 
D) scorecarding 
E) chivalry 
A) utilitarianism 
B) fair trade product 
C) sustainability 
D) scorecarding 
E) chivalry

Question 15

-Find out the net profit margin from the information provided above.

Accepted Answer

A) 44.3% 
B) 16.4% 
C) 15.2% 
D) 11.1% 
E) Do not have enough information to compute 
A) 44.3% 
B) 16.4% 
C) 15.2% 
D) 11.1% 
E) Do not have enough information to compute

Question 16

Competing on _______ requires attention on reducing the costs of purchases, labor, equipment, manufacturing, overhead, and other cost items included in the products and services sold to customers.

Accepted Answer

A) quality 
B) delivery 
C) customer service 
D) cost 
E) innovation 
A) quality 
B) delivery 
C) customer service 
D) cost 
E) innovation

Question 17

-Find out the single-factor energy productivity for the year 2015 from the information provided above.

Accepted Answer

A) 5.545 
B) 6.379 
C) 6.151 
D) 7.076 
E) Do not have enough information to compute 
A) 5.545 
B) 6.379 
C) 6.151 
D) 7.076 
E) Do not have enough information to compute

Question 18

When firms compete using product quality as their priority, operations managers must

Accepted Answer

A) Seek out high-quality suppliers 
B) Make use of statistical process control techniques and continuous-improvement tools 
C) Use highly qualified personnel and state-of-the-art equipment 
D) Sometimes incorporate ethical and sustainable operating practices 
E) All of these 
A) Seek out high-quality suppliers 
B) Make use of statistical process control techniques and continuous-improvement tools 
C) Use highly qualified personnel and state-of-the-art equipment 
D) Sometimes incorporate ethical and sustainable operating practices 
E) All of these

Question 19

-Triple bottom line has also been referred as the three P's. What are they?

Accepted Answer

A) People, processes, and profits 
B) People, planet, and processes 
C) Processes, planet, and profits 
D) People, planet, and profits 
E) Processes, plants, and people 
A) People, processes, and profits 
B) People, planet, and processes 
C) Processes, planet, and profits 
D) People, planet, and profits 
E) Processes, plants, and people

Question 20

-Find out the total productivity for the year 2014 from the information provided above.

Accepted Answer

A) 0.318 
B) 0.337 
C) 0.293 
D) 0.276 
E) Do not have enough information to compute 
A) 0.318 
B) 0.337 
C) 0.293 
D) 0.276 
E) Do not have enough information to compute

Which of the following is an example of an operations strategy trade-off followed by Southwest Airlines?

Why do higher quality goods and services generally command higher prices?

According to the textbook, with which part of the firm's strategic plan is customer satisfaction of the utmost importance?

The chapter begins with a quote: "Most really great companies try to set up strategies and come out stronger than when they went in." Who made that statement?

The Dow Chemical Company began thinking in terms of the triple bottom line during Phase 2 of its ethics and sustainability initiative. The triple bottom line includes the impact of which of these factors on Dow's operations?

Which one of these aspects is usually NOT included within the customer service dimension?

-Find out the inventory turnover from the information provided above.

_______ refers to the firm's ability to respond to a wide variety of customer expectations. It can also mean the firm can accommodate varying demand levels.

The process of determining a firm's long-term goals, plans, and policies is called _______.

When a customer service experience goes wrong-the product fails to operate correctly or the restaurant's food is cold-customers expect an equitable compensation or arrangement. This capability is also known as _______.

"We will be the easiest pharmacy retailer for customers to use," is the mission statement of _______.

-Find out the single-factor materials productivity for the year 2014 from the information provided above.

To create customer value and compete, firms can utilize which one of the strategic combinations?

-An ethical act that creates the greatest good for the greatest number of people is called _______.

-Find out the net profit margin from the information provided above.

Competing on _______ requires attention on reducing the costs of purchases, labor, equipment, manufacturing, overhead, and other cost items included in the products and services sold to customers.

-Find out the single-factor energy productivity for the year 2015 from the information provided above.

When firms compete using product quality as their priority, operations managers must

-Triple bottom line has also been referred as the three P's. What are they?

-Find out the total productivity for the year 2014 from the information provided above.

Operations Management, Processes, and Supply Chain Management

Product Design and Development

Process Design and Capacity Management

Customer Relationships and Customer Service

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Supplement: Job Scheduling and Vehicle Routing and Material Flow Analysis and Facility Layouts

Lean Systems

Managing Customer and Work Flows

Managing Information Flowsmrp and ERP

Managing Projects

Supplement: Statistical Quality Control and Six Sigma Quality Management

Supply Chain Processes

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters

Exam 2: Corporate Strategy, Performance, and Sustainability

Which of the following is an example of an operations strategy trade-off followed by Southwest Airlines?

Why do higher quality goods and services generally command higher prices?

According to the textbook, with which part of the firm's strategic plan is customer satisfaction of the utmost importance?

The chapter begins with a quote: "Most really great companies try to set up strategies and come out stronger than when they went in." Who made that statement?

The Dow Chemical Company began thinking in terms of the triple bottom line during Phase 2 of its ethics and sustainability initiative. The triple bottom line includes the impact of which of these factors on Dow's operations?

Which one of these aspects is usually NOT included within the customer service dimension?

-Find out the inventory turnover from the information provided above.

_______ refers to the firm's ability to respond to a wide variety of customer expectations. It can also mean the firm can accommodate varying demand levels.

The process of determining a firm's long-term goals, plans, and policies is called _______.

When a customer service experience goes wrong-the product fails to operate correctly or the restaurant's food is cold-customers expect an equitable compensation or arrangement. This capability is also known as _______.

"We will be the easiest pharmacy retailer for customers to use," is the mission statement of _______.

-Find out the single-factor materials productivity for the year 2014 from the information provided above.

To create customer value and compete, firms can utilize which one of the strategic combinations?

-An ethical act that creates the greatest good for the greatest number of people is called _______.

-Find out the net profit margin from the information provided above.

Competing on _______ requires attention on reducing the costs of purchases, labor, equipment, manufacturing, overhead, and other cost items included in the products and services sold to customers.

-Find out the single-factor energy productivity for the year 2015 from the information provided above.

When firms compete using product quality as their priority, operations managers must

-Triple bottom line has also been referred as the three P's. What are they?

-Find out the total productivity for the year 2014 from the information provided above.

Operations Management, Processes, and Supply Chain Management

Product Design and Development

Process Design and Capacity Management

Customer Relationships and Customer Service

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Supplement: Job Scheduling and Vehicle Routing and Material Flow Analysis and Facility Layouts

Lean Systems

Managing Customer and Work Flows

Managing Information Flowsmrp and ERP

Managing Projects

Supplement: Statistical Quality Control and Six Sigma Quality Management

Supply Chain Processes

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters