Exam 4: Operations Strategy

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

Which of the following would not constitute an element of operations infrastructure?

Core competencies are the strengths that are unique to an organization, such as a creative workforce or a strong supply chain.

Considering the work force component of infrastructure, which term does not fit with the others in a service environment?

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

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

With regard to the three types of attributes customers use in evaluating the quality of goods and services, a vacation would best be classified as high in

____ attributes are most likely to be experienced by the customer when using estate planning services.

Innovation does not necessarily involve practical application or commercialization.

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

In time sequence, which of the following needs to be accomplished first?

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

Reductions in flow time generally lead to a deterioration of quality.

Customers generally perceive greater risk when buying goods than when buying services.

Formal marketing research, such as surveys and focus groups, is the only useful approach to learn about customer needs and expectations.

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.

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

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

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

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