Exam 3: Measuring Performance in Operations

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

Value chain measures would generally be less valuable to

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

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

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

Describe the five key dimensions of assessing service quality.

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

Service quality measures are generally based on data collected from observing front-line operations.

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

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.

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

Of the four models of organizational performance, which two focus on the "big picture" of organizational performance rather than on operational-level framework?

The ability to respond quickly to changes in the amount and type of demand is called

Measures and indicators of product and service performance that have a strong correlation with customer satisfaction are appropriate to monitor.

Quality measures the degree to which the output of a process conforms to management's expectations and requirements.

Any measure a firm chooses to use should provide the basis for making executive-level strategic decisions.

Which category of the Malcolm Baldrige National Quality Award examines how the organization fulfills its ethical, legal, and societal responsibilities, and supports its key communities?

In choosing performance measures, an organization might consider all of the following criteria except

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

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