Question 1

The only important measurement category in business is financial.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

1.Financial Perspective - Measures the u

Question 3

Return on assets would normally be classified as a productivity measure.

Accepted Answer

A) True 
 B)False

Question 4

The quote "Happy employees create happy customers" best characterizes the Service-Profit Chain (SPC) model.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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 7

Productivity is more closely related to effectiveness than efficiency.

Accepted Answer

A) True 
 B)False

Question 8

When Bill Gates stated that "Microsoft is always two years away from failure," he was emphasizing the importance of

Accepted Answer

A) innovation and learning 
B) productivity 
C) design flexibility 
D) speed 
A) innovation and learning 
B) productivity 
C) design flexibility 
D) speed

Question 9

Which of the following would be an example of an innovation and learning performance measure?

Accepted Answer

A) employee satisfaction 
B) earnings per share 
C) design flexibility 
D) product-related litigation 
A) employee satisfaction 
B) earnings per share 
C) design flexibility 
D) product-related litigation

Question 10

A computer manufacturer currently has a 15 percent customer defection rate.Their accounting department estimates the incremental contribution to profit and overhead as 30 percent.Customers purchase computers every four years at an average cost of $1,200.00.In an effort to reduce the defection rate, the company is improving both the quality of its computers and its post-sale service.Determine the increase in the average value of a loyal customer if the defection rate drops to 5 percent.

Accepted Answer

Current VLC = P*CM*RF*BLC
VLC

Question 11

Using the information below, determine the productivity (measured as output per dollar input) for the each quarter and calculate the percentage change in productivity.

Accepted Answer

For the first quarter: total labor cost

Question 12

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 = (150)

Question 13

Having a large number of performance measures is much better than having a selected few.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Most of the five dimensions of service quality pertain to behavioral characteristics, which makes them easier to measure.

Accepted Answer

A) True 
 B)False

Question 16

Interlinking is the quantitative modeling of cause-and-effect relationships between

Accepted Answer

A) internal performance criteria 
B) external performance criteria 
C) internal and external performance criteria 
D) competing organizations' performances 
A) internal performance criteria 
B) external performance criteria 
C) internal and external performance criteria 
D) competing organizations' performances

Question 17

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 18

In regard to the value chain model, efficiency, cost and cycle time would be most related to

Accepted Answer

A) suppliers 
B) inputs 
C) value creation processes 
D) outputs and outcomes 
A) suppliers 
B) inputs 
C) value creation processes 
D) outputs and outcomes

Question 19

Reliability is the ability to perform a service dependably and accurately.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 3: Measuring Performance in Operations

The only important measurement category in business is financial.

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

Return on assets would normally be classified as a productivity measure.

The quote "Happy employees create happy customers" best characterizes the Service-Profit Chain (SPC) model.

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

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

Productivity is more closely related to effectiveness than efficiency.

When Bill Gates stated that "Microsoft is always two years away from failure," he was emphasizing the importance of

Which of the following would be an example of an innovation and learning performance measure?

Using the information below, determine the productivity (measured as output per dollar input) for the each quarter and calculate the percentage change in productivity.

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.

Having a large number of performance measures is much better than having a selected few.

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

Most of the five dimensions of service quality pertain to behavioral characteristics, which makes them easier to measure.

Interlinking is the quantitative modeling of cause-and-effect relationships between

The service-profit chain model

In regard to the value chain model, efficiency, cost and cycle time would be most related to

Reliability is the ability to perform a service dependably and accurately.

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

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

Work Measurement, Learning Curves, and Standards

Queuing Analysis

Modeling Using Linear Programming

Simulation

Decision Analysis

Filters