Question 1

Measures and indicators of product and service performance that have a strong correlation with customer satisfaction are appropriate to monitor.

Accepted Answer

A) True 
 B)False

Question 2

The balanced scorecard model uses the same categories as the Baldrige Award.

Accepted Answer

A) True 
 B)False

Question 3

A retail store sells a popular cosmetic called Devine and the store manager was given $100,000 by the corporate office to improve store performance any way she thinks best. The "base case" information is a price of $30 per bottle, a contribution margin of 0.50, a customer defection rate of 17%, and a repurchase frequency of 3 times a year. If these improvement funds could be used to either increase the contribution margin to 0.58 or reduce the customer defection rate to 15% or increase the repurchase frequency to 4 times per year, what is the best way to spend these funds? (Assume all other variables remain at the base case level for each improvement option.)
You may want to use the table below to help organize your computations and answer.   Note: BLC is 1/.17 = 5.882 years and 1/.15 = 6.67 years.

Accepted Answer

Spend improvement do

Question 4

Good customer satisfaction measurement systems are designed to provide information about future buying behavior.

Accepted Answer

A) True 
 B)False

Question 5

Explain the concepts underlying the service-profit chain model.

Accepted Answer

The model is based on a set of cause-and

Question 6

The value chain model is probably the dominant model for operations managers.

Accepted Answer

A) True 
 B)False

Question 7

Productivity is the

Accepted Answer

A) quality of output/quantity of input 
B) quality of input/quantity of output 
C) quantity of output/quantity of input 
D) quantity of input/quantity of output 
A) quality of output/quantity of input 
B) quality of input/quantity of output 
C) quantity of output/quantity of input 
D) quantity of input/quantity of output

Question 8

The only important measurement category in business is financial.

Accepted Answer

A) True 
 B)False

Question 9

Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?

Accepted Answer

A) Leadership 
B) Workforce Focus 
C) Customer Focus 
D) Measurement, Analysis and Knowledge Management 
A) Leadership 
B) Workforce Focus 
C) Customer Focus 
D) Measurement, Analysis and Knowledge Management

Question 10

Briefly discuss the four performance perspectives of the Balanced Scorecard Model.

Accepted Answer

1. Financial Perspective Measures the ul

Question 11

Errors in service creation and delivery are sometimes called service upsets.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is not a key dimension of service quality?

Accepted Answer

A) conformance 
B) tangibles 
C) empathy 
D) reliability 
A) conformance 
B) tangibles 
C) empathy 
D) reliability

Question 13

At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?

Accepted Answer

A) goods 
B) services 
C) environment 
D) employee 
A) goods 
B) services 
C) environment 
D) employee

Question 14

The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?

Accepted Answer

A) financial 
B) customer and market 
C) innovation and learning 
D) productivity 
A) financial 
B) customer and market 
C) innovation and learning 
D) productivity

Question 15

A guest at Raphael's Italian Restaurant generally spends $150.00 on a meal. Most of Raphael's customers are local and eat at the restaurant twice a month. If the restaurant's margins are 60 percent, and a loyal customer is estimated to be worth $3000, determine the average defection rate.

Accepted Answer

VLC = P * CM * RF * BLC
3000 =

Question 16

The service-profit chain model

Accepted Answer

A) is based on a set of cause-and-effect linkages 
B) is only focused on internal performance 
C) was designed first for manufacturing organizations 
D) is focused on equipment utilization 
A) is based on a set of cause-and-effect linkages 
B) is only focused on internal performance 
C) was designed first for manufacturing organizations 
D) is focused on equipment utilization

Question 17

Although the award from the Malcolm Baldrige National Quality Award Framework receives the most attention, the primary purpose of the program is to provide a framework for performance excellence through self-assessment to understand an organization's strengths and weaknesses, thereby setting priorities for improvement.

Accepted Answer

A) True 
 B)False

Question 18

Employee satisfaction might be considered as a lagging indicator of employee turnover.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following would be a typical operational-level quality performance measure?

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 20

Define interlinking. Why is this concept significant?

Accepted Answer

The quantitative modeling of cause-and-e

Measures and indicators of product and service performance that have a strong correlation with customer satisfaction are appropriate to monitor.

The balanced scorecard model uses the same categories as the Baldrige Award.

Good customer satisfaction measurement systems are designed to provide information about future buying behavior.

Explain the concepts underlying the service-profit chain model.

The value chain model is probably the dominant model for operations managers.

Productivity is the

The only important measurement category in business is financial.

Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?

Briefly discuss the four performance perspectives of the Balanced Scorecard Model.

Errors in service creation and delivery are sometimes called service upsets.

Which of the following is not a key dimension of service quality?

At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?

The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?

A guest at Raphael's Italian Restaurant generally spends $150.00 on a meal. Most of Raphael's customers are local and eat at the restaurant twice a month. If the restaurant's margins are 60 percent, and a loyal customer is estimated to be worth $3000, determine the average defection rate.

The service-profit chain model

Employee satisfaction might be considered as a lagging indicator of employee turnover.

Which of the following would be a typical operational-level quality performance measure?

Define interlinking. Why is this concept significant?

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

Measures and indicators of product and service performance that have a strong correlation with customer satisfaction are appropriate to monitor.

The balanced scorecard model uses the same categories as the Baldrige Award.

Good customer satisfaction measurement systems are designed to provide information about future buying behavior.

Explain the concepts underlying the service-profit chain model.

The value chain model is probably the dominant model for operations managers.

Productivity is the

The only important measurement category in business is financial.

Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?

Briefly discuss the four performance perspectives of the Balanced Scorecard Model.

Errors in service creation and delivery are sometimes called service upsets.

Which of the following is not a key dimension of service quality?

At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?

The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?

A guest at Raphael's Italian Restaurant generally spends $150.00 on a meal. Most of Raphael's customers are local and eat at the restaurant twice a month. If the restaurant's margins are 60 percent, and a loyal customer is estimated to be worth $3000, determine the average defection rate.

The service-profit chain model

Employee satisfaction might be considered as a lagging indicator of employee turnover.

Which of the following would be a typical operational-level quality performance measure?

Define interlinking. Why is this concept significant?

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