1. � When Bill Gates stated that “Microsoft is always two years away from failure,” he was emphasizing the importance of 2. � Value chain measures would generally be less valuable to 3. � In choosing performance measures, an organization might consider all of the following criteria except 4. � The service-profit chain model 5. � Productivity is the 6. � Which of the following would be a typical operational-level quality performance measure? 7. � The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category? 8. � Which category of the Malcolm Baldrige National Quality Award examines how the organization fulfills its ethical, legal, and societal responsibilities, and supports its key communities? 9. � Which of the following is not a key dimension of service quality? 10. At a basic level, quality should be measured in three areas. Which of the following is not one of those areas? 11. Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers? 12. In regard to the value chain model, efficiency, cost and cycle time would be most related to 13. Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager? 14. Regarding the service-profit chain model, which of the following is not viewed as internal performance? 15. The ability to respond quickly to changes in the amount and type of demand is called
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