BUS 430 Week 3 Quiz 2 “� � � Question 1 � � In regard to the value chain model, efficiency, cost and cycle time would be most related to � � � � � � “� � � Question 2 � � Of the four models of organizational performance, which two focus on the “big picture” of organizational performance rather than on operational-level framework? � � � � “� � � Question 3 � � Regarding the service-profit chain model, which of the following is not viewed as internal performance? � � “� � � Question 4 � � In choosing performance measures, an organization might consider all of the following criteria except � � � � “� � � Question 5 � � � � Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager? � � � � � � “� � � Question 6 � � Airline revenue per passenger mile and hotel revenue per full-time employee are examples of � � � � � � “� � � Question 7 � � Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers? � � � � “� � � Question 8 � � Which of the following would be a typical operational-level quality performance measure? � � � � “� � � Question 9 � � At a basic level, quality should be measured in three areas. Which of the following is not one of those areas? � � � � “� � � Question 10 � � � � The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except � � � � � � � � “� � � Question 11 � � Dell’s ability to provide a wide range of customized computer hardware to accommodate customers’ needs best describes � � “� � � Question 12 � � Customer satisfaction rating increases as time-on-hold waiting decreases is an example of � � � � “� � � Question 13 � � Which of the following would be an example of an innovation and learning performance measure? � � � � “� � � Question 14 � � � � The service-profit chain model � � � � � � � � “� � � Question 15 � � The ability to respond quickly to changes in the amount and type of demand is called � � “� � � Question 16 � � A firm’s ability to achieve market and financial superiority over its competitors is called � � “� � � Question 17 � � ____ attributes are most likely to be experienced by the customer when using estate planning services. � � � � � � � � � � “� � � Question 18 � � Considering the work force component of infrastructure, which term does not fit with the others in a service environment? � � � � “� � � Question 19 � � Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods? � � � � � � “� � � Question 20 � � � 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 � � “� � � Question 21 � � � Which of the following is not generally considered a competitive priority? � � “� � � Question 22 � � � Which one of the following statements best represents McDonald’s approach to global business? � � � � “� � � Question 23 � � Operations design choices include all of the following except � � � � “� � � Question 24 � � Goods and service features that differentiate one customer benefit package from another are called � � � � “� � � Question 25 � � � In an automobile, which of the following would not be considered an order winner? � � � � � � � � “� � � Question 26 � � 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 � � � � “� � � Question 27 � � 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 � � � � “� � � Question 28 � � Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is “� � � Question 29 � � With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with buying furniture would best be classified as “� � � Question 30 � � Requirements that are expected in a good or service are called
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