Question 1

In the context of the triple bottom line (TBL), which of the following measures includes the number of ethical violations

Accepted Answer

A)  Responsiveness 
B)  Service quality 
C)  Social sustainability 
D)  Customer retention rate

Question 2

_____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.

Accepted Answer

A)  Operational efficiency 
B)  Volume flexibility 
C)  Reliability 
D)  Sustainability

Question 3

Airline revenue per passenger mile and hotel revenue per full-time employee are examples of _____.

Accepted Answer

A)  reliability measures 
B)  flexibility measures 
C)  sustainability measures 
D)  productivity measures

Question 4

With interlinking models, managers can objectively make internal decisions that impact external outcomes.

Accepted Answer

A) True 
 B)False

Question 5

The time required to ramp up to an increased production output level in response to a surge in the sales of a product is a measure of _____.

Accepted Answer

A)  budget variance 
B)  volume flexibility 
C)  product recalls 
D)  service upset

Question 6

The__________is based on a set of cause-and-effect linkages between internal and external performance, and in this fashion, defines the key performance measurements on which service-based firms should focus.

Accepted Answer

A)  Service-Profit Chain model 
B)  value chain model 
C)  balanced scorecard 
D)  Malcolm Baldrige Performance Excellence program

Question 7

Actionable performance measures should be meaningful to a company's management and should provide the basis for decisions at the strategic level in an organization.

Accepted Answer

A) True 
 B)False

Question 8

In the context of the types of performance measures, which of the following is a measure of innovation and learning

Accepted Answer

A)  Patent applications 
B)  Employee retention 
C)  Product recalls 
D)  Labor productivity

Question 9

In the context of the scope of business and operations performance measurement, which of the following measures is an example of an innovation and learning performance measure

Accepted Answer

A)  Employee satisfaction 
B)  Flow processing or cycle time 
C)  Manufacturing yield 
D)  Product-related litigation

Question 10

According to research, which of the following is a key dimension that customers use to assess service quality

Accepted Answer

A)  Operational efficiency 
B)  Flexibility 
C)  Empathy 
D)  Queue time

Question 11

In the context of the triple bottom line,__________measures include corporate ethics and governance.

Accepted Answer

A)  environmental sustainability 
B)  social sustainability 
C)  economic sustainability 
D)  political sustainability

Question 12

In the context of the value chain model, fewer resources are needed to achieve performance goals when "information replaces assets."

Accepted Answer

A) True 
 B)False

Question 13

A paint manufacturing company has three factories located in France, Germany, and Spain. The productivity data of the factories are as follows: 
$\begin{array} { | l | l | l | } 
\hline \text { Factory Location } & \text { Amount of Paint Produced(US Gallons) } & \text { Total Input Cost (USD) } \
\hline \text { Spain } & 4,600,000,000 & \$ 5,250,000 \
\hline \text { Germany } & 5,500,000,000 & \$ 5,250,000 \
\hline \text { France } & 4,000,000,000 & \$ 3,500,000 \
\hline
\end{array}$
Based on the productivity analysis of all the factories, the productivity of the factory in:

Accepted Answer

A)  Germany is lower than that of the factory in Spain. 
B)  Spain is higher than that of the factory in France. 
C)  France is higher than that of the factory in Spain. 
D)  France is lower than that of the factory in Germany.

Question 14

_____ include environmental measures such as energy consumption and recycling and other resource conservation activities.

Accepted Answer

A)  Operation efficiency measures 
B)  Innovation and learning measures 
C)  Sustainability measures 
D)  Financial measures

Question 15

Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity, flow time, and asset utilization

Accepted Answer

A)  The financial perspective 
B)  The customer perspective 
C)  The innovation and learning perspective 
D)  The internal perspective

Exam 2: Measuring Performance in Operations and Value Chains

In the context of the triple bottom line (TBL) , which of the following measures includes the number of ethical violations

_____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.

Airline revenue per passenger mile and hotel revenue per full-time employee are examples of _____.

With interlinking models, managers can objectively make internal decisions that impact external outcomes.

The time required to ramp up to an increased production output level in response to a surge in the sales of a product is a measure of _____.

The__________is based on a set of cause-and-effect linkages between internal and external performance, and in this fashion, defines the key performance measurements on which service-based firms should focus.

Actionable performance measures should be meaningful to a company's management and should provide the basis for decisions at the strategic level in an organization.

In the context of the types of performance measures, which of the following is a measure of innovation and learning

In the context of the scope of business and operations performance measurement, which of the following measures is an example of an innovation and learning performance measure

According to research, which of the following is a key dimension that customers use to assess service quality

In the context of the triple bottom line,__________measures include corporate ethics and governance.

In the context of the value chain model, fewer resources are needed to achieve performance goals when "information replaces assets."

_____ include environmental measures such as energy consumption and recycling and other resource conservation activities.

Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity, flow time, and asset utilization