Exam 3: Measuring Performance in Operations

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

The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except

Productivity is the

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.

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.

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

Why is measurement important?

Speed is usually measured in clock time, whereas reliability of a time-based measure is usually measured in quantifying the variances in average performances or targets.

Customer satisfaction rating increases as time-on-hold waiting decreases is an example of

Explain the concepts underlying the service-profit chain model.

It costs 3 to 5 times more to keep an existing customer than to acquire a new customer.

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

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

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

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

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

Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers?

Define interlinking.Why is this concept significant?

Health care and educational organizations were eligible for the Malcolm Baldrige National Quality Award since its inception in 1987.

In the Baldrige Award criteria, the Business Results category focuses on how an organization selects, gathers, analyzes, manages, and improves its data, information, and knowledge assets.