Exam 5: Competitive Advantage and Strategic Management for Performance Excellence

High productivity and high capacity utilization leads to higher prices.

With respect to the key dimensions of service quality, the willingness to schedule deliveries at the customer's convenience is an example of _____.

A _____ maps out the paths and tasks necessary to complete a specific project or reach a specified goal.

Strategy literature sometimes refers to strategic plans as strategic content.

The total time required by a company to deliver a finished product is referred to as the cycle time.

Strategic objectives are what an organization must change or improve to remain or become competitive.

A company's _____ is/are the only source of competitive advantage that competitors cannot copy.

A(n) _____ identifies and explores causal relationships among related concepts or ideas.

In the hoshin planning process, policy deployment starts with the production employees of the company.

The Japanese deploy strategy through a process known as:

Quality levels, productivity, cycle time, and cost are examples of the internal perspective in a balanced scorecard.

Measurement activities are best viewed in terms of outputs from the production system.

Attractive facilities, appropriately dressed employees, and well-designed forms that are easy to read and interpret are examples of the "tangibles" dimension of service quality.

With respect to the key dimensions of service quality, _____ is the ability to provide what was promised, dependably and accurately.

Policy deployment is also known as _____.

The most significant feature of the Taylor system was its focus on using the knowledge and creativity of the workforce.

The opposite of outsourcing is _____ , by which certain business functions are acquired and consolidated within a firm.

With respect to the key dimensions of service quality, _____ refer(s) to the physical facilities and equipment, and the appearance of personnel.

An interrelationship digraph identifies and explores causal relationships among related concepts or ideas.

_____ are "spreadsheets" that graphically display relationships between ideas, activities, or other dimensions in such a way as to provide logical connecting points between each item.