Question 1

Which one of the following statements best represents McDonald's approach to global business?

Accepted Answer

A) One brand cannot be all things to all people. 
B) Extensive use of outside trainers 
C) Using alternative technologies to make French fries 
D) Use of primarily manual information systems 
A) One brand cannot be all things to all people. 
B) Extensive use of outside trainers 
C) Using alternative technologies to make French fries 
D) Use of primarily manual information systems

Question 2

Of the three types of attributes customers use to evaluate goods and services, goods are high in search attributes while services are high in experience and credence attributes.

Accepted Answer

A) True 
 B)False

Question 3

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with buying furniture would best be classified as

Accepted Answer

A) search attributes 
B) experience attributes 
C) credence attributes 
D) reflect attributes 
A) search attributes 
B) experience attributes 
C) credence attributes 
D) reflect attributes

Question 4

Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods?

Accepted Answer

A) Customers rely on more information from personal sources. 
B) Customers perceive greater risks. 
C) Customers cannot form a priori expectations of expected service quality. 
D) Dissatisfaction often results from a customer's inability to properly co-produce the service. 
A) Customers rely on more information from personal sources. 
B) Customers perceive greater risks. 
C) Customers cannot form a priori expectations of expected service quality. 
D) Dissatisfaction often results from a customer's inability to properly co-produce the service.

Question 5

Order satisfiers are new or innovative good or service features that customers do not expect.

Accepted Answer

A) True 
 B)False

Question 6

Operations design choices include all of the following except

Accepted Answer

A) Operating plans and controls 
B) Type of processes 
C) Value chain integration and outsourcing 
D) Inventory and service capacity 
A) Operating plans and controls 
B) Type of processes 
C) Value chain integration and outsourcing 
D) Inventory and service capacity

Question 7

A firm's ability to achieve market and financial superiority over its competitors is called

Accepted Answer

A) Operations strategy 
B) Strategic planning 
C) Competitive advantage 
D) Competitive priority 
A) Operations strategy 
B) Strategic planning 
C) Competitive advantage 
D) Competitive priority

Question 8

Considering the work force component of infrastructure, which term does not fit with the others in a service environment?

Accepted Answer

A) Customer contact skills 
B) Cross-training 
C) Task-oriented 
D) Empowered 
A) Customer contact skills 
B) Cross-training 
C) Task-oriented 
D) Empowered

Question 9

The ability to achieve market and financial superiority over competitors is called strategic planning.

Accepted Answer

A) True 
 B)False

Question 10

The ease by which one can create original music compositions using a software package such as Band in a Box or Apples' Garage Band would be an example of an experience attribute.

Accepted Answer

A) True 
 B)False

Question 11

A flexibility strategy requires capacity for both design and demand flexibility.

Accepted Answer

A) True 
 B)False

Question 12

Operational capabilities must be built before a firm should identify competitive priorities.

Accepted Answer

A) True 
 B)False

Question 13

In an automobile, which of the following would not be considered an order winner?

Accepted Answer

A) Self-parking capability 
B) Voice-activated music system 
C) Front-seat airbags 
D) Collision-avoidance system 
A) Self-parking capability 
B) Voice-activated music system 
C) Front-seat airbags 
D) Collision-avoidance system

Question 14

Quality improvement initiatives generally increase market share in the long term and also increase profitability in the short term.

Accepted Answer

A) True 
 B)False

Question 15

Is it possible for a world-class organization to achieve superiority in all five major competitive priorities-price (cost), quality, time, flexibility and innovation? Explain. Justify. Provide examples pro or con.

Accepted Answer

It is generally not possible for a world

Question 16

Core competencies are the strengths that are unique to an organization, such as a creative workforce or a strong supply chain.

Accepted Answer

A) True 
 B)False

Question 17

Traditional market research may not always provide accurate information about customer needs.

Accepted Answer

A) True 
 B)False

Question 18

Eventually, order qualifiers become order winners.

Accepted Answer

A) True 
 B)False

Question 19

Because of the importance of supplying goods or services, operations strategy has historically received significant high-level management attention.

Accepted Answer

A) True 
 B)False

Question 20

Reductions in flow time generally lead to a deterioration of quality.

Accepted Answer

A) True 
 B)False

Which one of the following statements best represents McDonald's approach to global business?

Of the three types of attributes customers use to evaluate goods and services, goods are high in search attributes while services are high in experience and credence attributes.

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with buying furniture would best be classified as

Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods?

Order satisfiers are new or innovative good or service features that customers do not expect.

Operations design choices include all of the following except

A firm's ability to achieve market and financial superiority over its competitors is called

Considering the work force component of infrastructure, which term does not fit with the others in a service environment?

The ability to achieve market and financial superiority over competitors is called strategic planning.

The ease by which one can create original music compositions using a software package such as Band in a Box or Apples' Garage Band would be an example of an experience attribute.

A flexibility strategy requires capacity for both design and demand flexibility.

Operational capabilities must be built before a firm should identify competitive priorities.

In an automobile, which of the following would not be considered an order winner?

Quality improvement initiatives generally increase market share in the long term and also increase profitability in the short term.

Is it possible for a world-class organization to achieve superiority in all five major competitive priorities-price (cost), quality, time, flexibility and innovation? Explain. Justify. Provide examples pro or con.

Core competencies are the strengths that are unique to an organization, such as a creative workforce or a strong supply chain.

Traditional market research may not always provide accurate information about customer needs.

Eventually, order qualifiers become order winners.

Because of the importance of supplying goods or services, operations strategy has historically received significant high-level management attention.

Reductions in flow time generally lead to a deterioration of quality.

Goods, Services, and Operations Management

Value Chains

Measuring Performance in Operations

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 4: Operations Strategy

Which one of the following statements best represents McDonald's approach to global business?

Of the three types of attributes customers use to evaluate goods and services, goods are high in search attributes while services are high in experience and credence attributes.

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with buying furniture would best be classified as

Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods?

Order satisfiers are new or innovative good or service features that customers do not expect.

Operations design choices include all of the following except

A firm's ability to achieve market and financial superiority over its competitors is called

Considering the work force component of infrastructure, which term does not fit with the others in a service environment?

The ability to achieve market and financial superiority over competitors is called strategic planning.

The ease by which one can create original music compositions using a software package such as Band in a Box or Apples' Garage Band would be an example of an experience attribute.

A flexibility strategy requires capacity for both design and demand flexibility.

Operational capabilities must be built before a firm should identify competitive priorities.

In an automobile, which of the following would not be considered an order winner?

Quality improvement initiatives generally increase market share in the long term and also increase profitability in the short term.

Is it possible for a world-class organization to achieve superiority in all five major competitive priorities-price (cost), quality, time, flexibility and innovation? Explain. Justify. Provide examples pro or con.

Core competencies are the strengths that are unique to an organization, such as a creative workforce or a strong supply chain.

Traditional market research may not always provide accurate information about customer needs.

Eventually, order qualifiers become order winners.

Because of the importance of supplying goods or services, operations strategy has historically received significant high-level management attention.

Reductions in flow time generally lead to a deterioration of quality.

Goods, Services, and Operations Management

Value Chains

Measuring Performance in Operations

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