Question 1

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 A

Question 2

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

Accepted Answer

A) True 
 B)False  True

Question 3

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

Accepted Answer

Creating a competitive advantage requires a fundamental understanding of two things. First, management must understand customer wants and needs, and how the value chain can best meet these needs through the design and delivery of customer benefit packages that are attractive to customers. Second, management must build and leverage operational capabilities to support desired competitive priorities.

Question 4

Goods and service features that differentiate one customer benefit package from another 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

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 6

Employee training is an example of a key competitive priority.

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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 9

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 10

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 11

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 12

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 13

The customer benefit package that a firm designs is meant to appeal to all customers.

Accepted Answer

A) True 
 B)False

Question 14

Operational capabilities must be built before a firm should identify competitive priorities.

Accepted Answer

A) True 
 B)False

Question 15

The ease by which one can create original music compositions using a software package such as Band in a Box or Apples' Garage Band would be an example of an experience attribute.

Accepted Answer

A) True 
 B)False

Question 16

Professor Terry Hill's operations strategy framework provides a systems perspective of how operations is linked to corporate and marketing strategies.

Accepted Answer

A) True 
 B)False

Question 17

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with having a meal in a restaurant such as taste of the food and courtesy of the server 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 18

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

Accepted Answer

A) True 
 B)False

Question 19

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

Question 20

Which one of the following statements in the Lawn Care Company LCC) case study is true?

Accepted Answer

A) The LCC already had experience and capabilities in the residential lawn application service and market segment, and was considering using this expertise to enter the golf and park market segment. 
B) The gross margin on grass seed and fertilizer were higher than on the lawn application service. 
C) Service management skills play a major role in the LCC current strategy and vision of the business. 
D) The order winner for the current strategy at LCC is high physical goods quality. 
A) The LCC already had experience and capabilities in the residential lawn application service and market segment, and was considering using this expertise to enter the golf and park market segment. 
B) The gross margin on grass seed and fertilizer were higher than on the lawn application service. 
C) Service management skills play a major role in the LCC current strategy and vision of the business. 
D) The order winner for the current strategy at LCC is high physical goods quality.

Exam 4: Operations Strategy

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

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

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

Goods and service features that differentiate one customer benefit package from another are called

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

Employee training is an example of a key competitive priority.

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

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

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.

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

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

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

The customer benefit package that a firm designs is meant to appeal to all customers.

Operational capabilities must be built before a firm should identify competitive priorities.

The ease by which one can create original music compositions using a software package such as Band in a Box or Apples' Garage Band would be an example of an experience attribute.

Professor Terry Hill's operations strategy framework provides a systems perspective of how operations is linked to corporate and marketing strategies.

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with having a meal in a restaurant such as taste of the food and courtesy of the server would best be classified as

A clean bed in a hotel would be considered as 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

Which one of the following statements in the Lawn Care Company LCC) case study is true?

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

Work Measurement, Learning Curves, and Standards

Filters