Question 1

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

Accepted Answer

Basic customer expectations - dissatisfi

Question 2

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 3

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 4

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 5

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 6

A flexibility strategy requires capacity for both design and demand flexibility.

Accepted Answer

A) True 
 B)False

Question 7

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

Question 8

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 9

Order qualifiers are goods and service features and performance characteristics that differentiate one customer benefit package from another and win a customer's business.

Accepted Answer

A) True 
 B)False

Question 10

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 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

Eventually, order qualifiers become order winners.

Accepted Answer

A) True 
 B)False

Question 14

The ____ of a firm defines the strengths that are unique to that organization.

Accepted Answer

A) strategy development 
B) strategic mission 
C) vision statement 
D) core competencies 
A) strategy development 
B) strategic mission 
C) vision statement 
D) core competencies

Question 15

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 16

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 17

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

Accepted Answer

A) True 
 B)False

Question 18

What are competitive priorities? Provide some examples of how OM influences the five major types of competitive priorities.

Accepted Answer

Competitive priorities represent differe

Question 19

Explain the concept of search, experience, and credence attributes.

Accepted Answer

Search attributes are those that a custo

Question 20

Operations design choices include all of the following except

Accepted Answer

A) Operating plans and controls 
B) Type of processes 
C) Value chain integration and outsourcing 
D) Inventory and service capacity 
A) Operating plans and controls 
B) Type of processes 
C) Value chain integration and outsourcing 
D) Inventory and service capacity

Exam 4: Operations Strategy

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

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

Requirements that are expected in a good or service are called

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

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

A flexibility strategy requires capacity for both design and demand flexibility.

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

Regarding quality, which statement is not true?

Order qualifiers are goods and service features and performance characteristics that differentiate one customer benefit package from another and win a customer's business.

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.

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

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

Eventually, order qualifiers become order winners.

The ____ of a firm defines the strengths that are unique to that organization.

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.

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

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

What are competitive priorities? Provide some examples of how OM influences the five major types of competitive priorities.

Explain the concept of search, experience, and credence attributes.

Operations design choices include all of the following except

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