Question 1

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 2

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 3

A clean bed in a hotel would be considered as an order satisfier.

Accepted Answer

A) True 
 B)False

Question 4

Requirements that are expected in a good or service are called

Accepted Answer

A) Order Qualifiers 
B) Order Satisfiers 
C) Order Exciters 
D) Order Winners 
A) Order Qualifiers 
B) Order Satisfiers 
C) Order Exciters 
D) Order Winners

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

Which one of the following statements is true with respect to McDonald's operations and strategy?

Accepted Answer

A) The #1 competitive priority is demand flexibility. 
B) Prof.Terry Hill's strategy framework cannot be applied to services such as McDonald's. 
C) There is only one standardized way (process) to make French fries in over 30,000 stores worldwide. 
D) McDonald's vision is to produce the world's best hamburger. 
A) The #1 competitive priority is demand flexibility. 
B) Prof.Terry Hill's strategy framework cannot be applied to services such as McDonald's. 
C) There is only one standardized way (process) to make French fries in over 30,000 stores worldwide. 
D) McDonald's vision is to produce the world's best hamburger.

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

The color and size of an iPod would be considered credence attributes.

Accepted Answer

A) True 
 B)False

Question 9

Improving design quality usually allows a firm to charge higher prices and thus increase revenue and profit.

Accepted Answer

A) True 
 B)False

Question 10

Because McDonald's and Pal's Sudden Service are both in the quick service restaurant business, we would expect their operations strategies to be nearly identical.

Accepted Answer

A) True 
 B)False

Question 11

While it is generally difficult to change the structure of a value chain, operations managers can make strategic choices about technology and human resources.

Accepted Answer

A) True 
 B)False

Question 12

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 13

The text uses McDonald's to exemplify Professor Terry Hill's Generic Strategy Framework.The operating design choices of resource scheduling, inventory placement and control and standardized operational and job procedures relate best to the corporate objective of

Accepted Answer

A) Profitable growth 
B) Operational excellence 
C) Leverage strengths through innovation and technology 
D) Diversity 
A) Profitable growth 
B) Operational excellence 
C) Leverage strengths through innovation and technology 
D) Diversity

Question 14

Employee training is an example of a key competitive priority.

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

In today's global market, mass customization has become less important than it was in the past.

Accepted Answer

A) True 
 B)False

Question 17

Eventually, order qualifiers become order winners.

Accepted Answer

A) True 
 B)False

Question 18

Innovation does not necessarily involve practical application or commercialization.

Accepted Answer

A) True 
 B)False

Question 19

What do managers need to understand in order to create a sustainable competitive advantage?

Accepted Answer

Creating a competitive advantage require

Question 20

Explain Professor Hill's strategy development framework.What are the key elements of operations strategy within this framework?

Accepted Answer

This framework defines the essential ele

Exam 4: Operations Strategy

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

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

A clean bed in a hotel would be considered as an order satisfier.

Requirements that are expected in a good or service are called

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

Which one of the following statements is true with respect to McDonald's operations and strategy?

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

The color and size of an iPod would be considered credence attributes.

Improving design quality usually allows a firm to charge higher prices and thus increase revenue and profit.

Because McDonald's and Pal's Sudden Service are both in the quick service restaurant business, we would expect their operations strategies to be nearly identical.

While it is generally difficult to change the structure of a value chain, operations managers can make strategic choices about technology and human resources.

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

The text uses McDonald's to exemplify Professor Terry Hill's Generic Strategy Framework.The operating design choices of resource scheduling, inventory placement and control and standardized operational and job procedures relate best to the corporate objective of

Employee training is an example of a key competitive priority.

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.

In today's global market, mass customization has become less important than it was in the past.

Eventually, order qualifiers become order winners.

Innovation does not necessarily involve practical application or commercialization.

What do managers need to understand in order to create a sustainable competitive advantage?

Explain Professor Hill's strategy development framework.What are the key elements of operations strategy within this framework?

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

Work Measurement, Learning Curves, and Standards

Queuing Analysis

Modeling Using Linear Programming

Simulation

Decision Analysis

Filters