Question 1

In regard to ways customers evaluate services compared to their evaluation of goods, which of the following is not true?

Accepted Answer

A) For services, customers seek and rely more on personal sources of information. 
B) Customers normally adopt innovations in services faster. 
C) Customers perceive greater risk when buying services. 
D) Dissatisfaction with services is often the result of a customer's inability to properly perform or co-produce their part of the service. 
A) For services, customers seek and rely more on personal sources of information. 
B) Customers normally adopt innovations in services faster. 
C) Customers perceive greater risk when buying services. 
D) Dissatisfaction with services is often the result of a customer's inability to properly perform or co-produce their part of the service.

Question 2

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 3

Southwest Airlines has gained competitive advantage by focusing on cost as a key competitive priority.

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

Explain the difference between an order qualifier and an order winner.Provide some examples.

Accepted Answer

Basic customer expectations - dissatisfi

Question 6

Which of the following is not generally considered a competitive priority?

Accepted Answer

A) time 
B) flexibility 
C) innovation 
D) infrastructure 
A) time 
B) flexibility 
C) innovation 
D) infrastructure

Question 7

Using the Four Key Decision Loops in Professor Terry Hill's Generic Strategy Framework, which statement is true?

Accepted Answer

A) The four loops are highly integrated and require improvement cycles. 
B) The first loop ties strategy to operations. 
C) Operations has no input loop into corporate strategy or marketing strategy. 
D) Infrastructure decisions must come before marketing strategy decisions. 
A) The four loops are highly integrated and require improvement cycles. 
B) The first loop ties strategy to operations. 
C) Operations has no input loop into corporate strategy or marketing strategy. 
D) Infrastructure decisions must come before marketing strategy decisions.

Question 8

An operations strategy provides the direction on which corporate strategy is based.

Accepted Answer

A) True 
 B)False

Question 9

With regard to the Lawn Care Company case study, explain how the (a) physical product (i.e., grass seed and fertilizer) and (b) lawn application service life cycles are related? What are the implications? You might also want to use a graph.

Accepted Answer

If you cover in class you can draw a pro

Question 10

What is the difference between corporate, business and functional strategy?

Accepted Answer

At the top level, corporate strategy is

Question 11

What do we mean by core competencies?

Accepted Answer

Core competencies are the strengths uniq

Question 12

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 13

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with the features of a new laptop computer such as processor speed and hard disk capacity 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 14

Families of goods or services having similar characteristics or methods of creation are called

Accepted Answer

A) Core competencies 
B) Corporate strategy 
C) Strategic business units 
D) Functional strategy 
A) Core competencies 
B) Corporate strategy 
C) Strategic business units 
D) Functional strategy

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

Regarding quality, which statement is not true?

Accepted Answer

A) Businesses offering premium quality goods usually have larger market share and are early entrants into their market. 
B) Quality is positively and significantly related to higher return on investment for almost all kinds of market situations. 
C) A strategy of quality improvement usually leads to increased market share but at a cost in terms of reduced short-run profits. 
D) High goods quality producers can usually excel by charging low prices. 
A) Businesses offering premium quality goods usually have larger market share and are early entrants into their market. 
B) Quality is positively and significantly related to higher return on investment for almost all kinds of market situations. 
C) A strategy of quality improvement usually leads to increased market share but at a cost in terms of reduced short-run profits. 
D) High goods quality producers can usually excel by charging low prices.

Question 17

The infrastructure of an organization must support process choices and provide managers with timely and accurate information to make good decisions.

Accepted Answer

A) True 
 B)False

Question 18

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 19

Being able to access the Internet in an automobile at any speed and in any location would be considered an order satisfier.

Accepted Answer

A) True 
 B)False

Question 20

Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process.The initial loop is

Accepted Answer

A) Operations evaluates the implications of competitive priorities in terms of process choices and infrastructure 
B) Operations determines if process choice decisions and capabilities are consistent with infrastructure capabilities 
C) Operations input into corporate and marketing strategy 
D) Ties together corporate strategy and marketing strategy 
A) Operations evaluates the implications of competitive priorities in terms of process choices and infrastructure 
B) Operations determines if process choice decisions and capabilities are consistent with infrastructure capabilities 
C) Operations input into corporate and marketing strategy 
D) Ties together corporate strategy and marketing strategy

Exam 4: Operations Strategy

In regard to ways customers evaluate services compared to their evaluation of goods, which of the following is not true?

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

Southwest Airlines has gained competitive advantage by focusing on cost as a key competitive priority.

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

Explain the difference between an order qualifier and an order winner.Provide some examples.

Which of the following is not generally considered a competitive priority?

Using the Four Key Decision Loops in Professor Terry Hill's Generic Strategy Framework, which statement is true?

An operations strategy provides the direction on which corporate strategy is based.

With regard to the Lawn Care Company case study, explain how the (a) physical product (i.e., grass seed and fertilizer) and (b) lawn application service life cycles are related? What are the implications? You might also want to use a graph.

What is the difference between corporate, business and functional strategy?

What do we mean by core competencies?

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 the features of a new laptop computer such as processor speed and hard disk capacity would best be classified as

Families of goods or services having similar characteristics or methods of creation are called

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

Regarding quality, which statement is not true?

The infrastructure of an organization must support process choices and provide managers with timely and accurate information to make good decisions.

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

Being able to access the Internet in an automobile at any speed and in any location would be considered an order satisfier.

Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process.The initial loop is

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