Question 1

What are the major categories of organizational performance measures? Provide an example measure for each category.

Accepted Answer

• Financial return on assets, earnings p

Question 2

A coffee shop's average transaction price is $3, the contribution margin is 60 percent, the typical customer makes a purchase once a week or 52 weeks per year, and management estimates the value of a loyal customer over the buying life cycle as $520. What is the customer defection rate?

Accepted Answer

VLC = (P)(RF)(CM)(BLC)
520 = (

Question 3

Describe the five key dimensions of assessing service quality.

Accepted Answer

The answer of Describe the five key dimensions of assessing...

Question 4

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

Accepted Answer

A) Financial 
B) Customer 
C) Innovation and Learning 
D) Internal 
A) Financial 
B) Customer 
C) Innovation and Learning 
D) Internal

Question 5

A family rents videos from a local video store. On average, they spend $80.00 a month. The store's contribution margin is 45 percent and the average customer defection is 40 percent. Determine the value of a loyal customer.

Accepted Answer

VLC = P * CM * RF *

Question 6

Value chain measures would generally be less valuable to

Accepted Answer

A) top management 
B) middle managers 
C) first-line supervisors 
D) employees to monitor any control 
A) top management 
B) middle managers 
C) first-line supervisors 
D) employees to monitor any control

Question 7

Regarding the service-profit chain model, which of the following is not viewed as internal performance?

Accepted Answer

A) customer satisfaction 
B) employee satisfaction 
C) employee retention 
D) employee productivity 
A) customer satisfaction 
B) employee satisfaction 
C) employee retention 
D) employee productivity

Question 8

Briefly discuss the seven categories of the Malcolm Baldrige National Quality Award.

Accepted Answer

1. Leadership This category examines how

Question 9

In choosing performance measures, an organization might consider all of the following criteria except

Accepted Answer

A) Is the measure actionable? 
B) Is the measure based on behavioral performance? 
C) Is the measure important to customers? 
D) Does the measurement support the firm's mission? 
A) Is the measure actionable? 
B) Is the measure based on behavioral performance? 
C) Is the measure important to customers? 
D) Does the measurement support the firm's mission?

Question 10

Which one of the following statements is true regarding FedEx's Service Quality Indicator (SQI)?

Accepted Answer

A) FedEx's SQI is an example of volume flexibility. 
B) FedEx's SQI places the most weight (importance) on late pickups. 
C) FedEx's SQI places the most weight (importance) on damaged and lost packages. 
D) FedEx's SQI places the most weight (importance) on delivery on the wrong day. 
A) FedEx's SQI is an example of volume flexibility. 
B) FedEx's SQI places the most weight (importance) on late pickups. 
C) FedEx's SQI places the most weight (importance) on damaged and lost packages. 
D) FedEx's SQI places the most weight (importance) on delivery on the wrong day.

Question 11

The service-profit chain model is based on understanding cause-and-effect linkages among performance measures.

Accepted Answer

A) True 
 B)False

Question 12

A manufacturer of business copier workstations has a 75 percent customer retention rate. Their accounting department estimates the incremental contribution to profit and overhead as 40 percent. Customers purchase the workstations every three years at an average cost of $1,500.00. Determine the average value of a loyal customer.

Accepted Answer

VLC = P *CM * RF *BL

Question 13

The Leadership category of the Baldrige criteria includes how an organization addresses its public and community responsibilities.

Accepted Answer

A) True 
 B)False

Question 14

Dell's ability to provide a wide range of customized computer hardware to accommodate customers' needs best describes

Accepted Answer

A) volume flexibility 
B) design flexibility 
C) cycle time 
D) queue time 
A) volume flexibility 
B) design flexibility 
C) cycle time 
D) queue time

Question 15

The balanced scorecard is designed to be linked to an organization's strategy.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Queue time is a fancy term for service time variance.

Accepted Answer

A) True 
 B)False

Question 18

Design flexibility is the ability to respond quickly to changes in the volume and type of demand.

Accepted Answer

A) True 
 B)False

Question 19

Explain the difference between goods quality and service quality, and how they are measured.

Accepted Answer

Goods quality relates to the physical pe

Question 20

Jeff Camm, the president of Biometrics, Inc. has received the following data from his accountant:   How is productivity changing in Jeff's firm?

Accepted Answer

Productivity measures for each year are

What are the major categories of organizational performance measures? Provide an example measure for each category.

A coffee shop's average transaction price is $3, the contribution margin is 60 percent, the typical customer makes a purchase once a week or 52 weeks per year, and management estimates the value of a loyal customer over the buying life cycle as $520. What is the customer defection rate?

Describe the five key dimensions of assessing service quality.

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

A family rents videos from a local video store. On average, they spend $80.00 a month. The store's contribution margin is 45 percent and the average customer defection is 40 percent. Determine the value of a loyal customer.

Value chain measures would generally be less valuable to

Regarding the service-profit chain model, which of the following is not viewed as internal performance?

Briefly discuss the seven categories of the Malcolm Baldrige National Quality Award.

In choosing performance measures, an organization might consider all of the following criteria except

Which one of the following statements is true regarding FedEx's Service Quality Indicator (SQI)?

The service-profit chain model is based on understanding cause-and-effect linkages among performance measures.

The Leadership category of the Baldrige criteria includes how an organization addresses its public and community responsibilities.

Dell's ability to provide a wide range of customized computer hardware to accommodate customers' needs best describes

The balanced scorecard is designed to be linked to an organization's strategy.

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

Queue time is a fancy term for service time variance.

Design flexibility is the ability to respond quickly to changes in the volume and type of demand.

Explain the difference between goods quality and service quality, and how they are measured.

Jeff Camm, the president of Biometrics, Inc. has received the following data from his accountant: How is productivity changing in Jeff's firm?

Goods, Services, and Operations Management

Value Chains

Operations Strategy

Technology and Operations Management

Goods and Service Design

Process Selection, Design, and Analysis

Facility and Work Design

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and Spc

Lean Operating Systems

Project Management

Filters

Exam 3: Measuring Performance in Operations

What are the major categories of organizational performance measures? Provide an example measure for each category.

A coffee shop's average transaction price is $3, the contribution margin is 60 percent, the typical customer makes a purchase once a week or 52 weeks per year, and management estimates the value of a loyal customer over the buying life cycle as $520. What is the customer defection rate?

Describe the five key dimensions of assessing service quality.

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

A family rents videos from a local video store. On average, they spend $80.00 a month. The store's contribution margin is 45 percent and the average customer defection is 40 percent. Determine the value of a loyal customer.

Value chain measures would generally be less valuable to

Regarding the service-profit chain model, which of the following is not viewed as internal performance?

Briefly discuss the seven categories of the Malcolm Baldrige National Quality Award.

In choosing performance measures, an organization might consider all of the following criteria except

Which one of the following statements is true regarding FedEx's Service Quality Indicator (SQI)?

The service-profit chain model is based on understanding cause-and-effect linkages among performance measures.

The Leadership category of the Baldrige criteria includes how an organization addresses its public and community responsibilities.

Dell's ability to provide a wide range of customized computer hardware to accommodate customers' needs best describes

The balanced scorecard is designed to be linked to an organization's strategy.

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

Queue time is a fancy term for service time variance.

Design flexibility is the ability to respond quickly to changes in the volume and type of demand.

Explain the difference between goods quality and service quality, and how they are measured.

Jeff Camm, the president of Biometrics, Inc. has received the following data from his accountant: How is productivity changing in Jeff's firm?

Goods, Services, and Operations Management

Value Chains

Operations Strategy

Technology and Operations Management

Goods and Service Design

Process Selection, Design, and Analysis

Facility and Work Design

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and Spc

Lean Operating Systems

Project Management

Filters