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Strayer Bus430 quiz 2




uestion 1;Value chain measures would generally be less valuable to;Answer;top management;middle managers;first-line supervisors;employees to monitor any control;Question 2;Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers?;Answer;financial;customer;innovation and learning;internal;Question 3;Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?;Answer;Leadership;Workforce Focus;Customer Focus;Measurement, Analysis and Knowledge Management;Question 4;Airline revenue per passenger mile and hotel revenue per full-time employee are examples of;Answer;reliability;value of a loyal customer;sustainability;productivity;Question 5;Productivity is the;Answer;quality of output/quantity of input;quality of input/quantity of output;quantity of output/quantity of input;quantity of input/quantity of output;Question 6;Which of the following would be an example of an innovation and learning performance measure?;Answer;employee satisfaction;earnings per share;design flexibility;product-related litigation;Question 7;The service-profit chain model;Answer;is based on a set of cause-and-effect linkages;is only focused on internal performance;was designed first for manufacturing organizations;is focused on equipment utilization;Question 8;Of the four models of organizational performance, which two focus on the "big picture" of organizational performance rather than on operational-level framework?;Answer;Malcolm Baldrige National Quality Award Framework and the Value Chain model;Balanced Scorecard and the Service-Profit Chain;Malcolm Baldrige National Quality Award Framework and the Balanced Scorecard;Value Chain model and Service-Profit Chain;3 points;Question 9;The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?;Answer;financial;customer and market;innovation and learning;productivity;Question 10;Interlinking is the quantitative modeling of cause-and-effect relationships between;Answer;internal performance criteria;external performance criteria;internal and external performance criteria;competing organizations? performances;Question 11;Which of the following would be a typical operational-level quality performance measure?;Answer;customer ratings of goods and services;customer retention;service representative courtesy;product recalls;Question 12;Which of the following would not be a typical organizational-level financial performance measure?;Answer;labor and material costs;revenue and profit;return on assets;earnings per share;Question 13;Regarding the service-profit chain model, which of the following is not viewed as internal performance?;Answer;customer satisfaction;employee satisfaction;employee retention;employee productivity;Question 14;The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except;Answer;economic;social;technological;environmental;Question 15;Employee satisfaction and other workforce-related measures fall into which perspective in the Balanced Scorecard?;Answer;Financial;Customer;Innovation and Learning;Internal;Question 16;A firm's ability to achieve market and financial superiority over its competitors is called;Answer;Operations strategy;Strategic planning;Competitive advantage;Competitive priority;Question 17;Goods and service features that differentiate one customer benefit package from another are called;Answer;Order Qualifiers;Order Satisfiers;Order Exciters;Order Winners;Question 18;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;Answer;search attributes;experience attributes;credence attributes;reflect attributes;Question 19;Requirements that are expected in a good or service are called;Answer;Order Qualifiers;Order Satisfiers;Order Exciters;Order Winners;Question 20;Operations design choices include all of the following except;Answer;Operating plans and controls;Type of processes;Value chain integration and outsourcing;Inventory and service capacity;Question 21;The ____ of a firm defines the strengths that are unique to that organization.;Answer;strategy development;strategic mission;vision statement;core competencies;Question 22;Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is;Answer;Operations evaluates the implications of competitive priorities in terms of process choices and infrastructure;Operations determines if process choice decisions and capabilities are consistent with infrastructure capabilities;Operations input into corporate and marketing strategy;Ties together corporate strategy and marketing strategy;Question 23;Considering the work force component of infrastructure, which term does not fit with the others in a service environment?;Answer;Customer contact skills;Cross-training;Task-oriented;Empowered;Question 24;Which one of the following statements best represents McDonald's approach to global business?;Answer;One brand cannot be all things to all people.;Extensive use of outside trainers;Using alternative technologies to make French fries;Use of primarily manual information systems;Question 25;In an automobile, which of the following would not be considered an order winner?;Answer;Self-parking capability;Voice-activated music system;Front-seat airbags;Collision-avoidance system;Question 26;Families of goods or services having similar characteristics or methods of creation are called;Answer;Core competencies;Corporate strategy;Strategic business units;Functional strategy;Question 27;Which of the following would not constitute an element of operations infrastructure?;Answer;Market segmentation;Workforce;Quality control;Learning and innovation systems;Question 28;Which of the following is not generally considered a competitive priority?;Answer;time;flexibility;innovation;infrastructure;Question 29;In time sequence, which of the following needs to be accomplished first?;Answer;Understand customer wants and needs;Design and deliver customer benefit package;Build and leverage operational capabilities;Hire creative engineers;Question 30;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;Answer;Profitable growth;Operational excellence;Leverage strengths through innovation and technology;Diversity


Paper#25904 | Written in 18-Jul-2015

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