1. Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?
2. Employee satisfaction and other workforce-related measures fall into which perspective in the Balanced Scorecard?
3. Interlinking is the quantitative modeling of cause-and-effect relationships between
4. Productivity is the
5. Customer satisfaction rating increases as time-on-hold waiting decreases is an example of
6. The service-profit chain model
7. Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers?
8. At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?
9. Which of the following would not be a typical organizational-level financial performance measure?
10. 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?
11. In regard to the value chain model, efficiency, cost and cycle time would be most related to
12. Which of the following is not a key dimension of service quality?
13. The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except
14. Dell’s ability to provide a wide range of customized computer hardware to accommodate customers’ needs best describes
15. Which of the following would be a typical operational-level quality performance measure?
16. ____ attributes are most likely to be experienced by the customer when using estate planning services.
17. Goods and service features that differentiate one customer benefit package from another are called
18. Operations design choices include all of the following except
19. Which of the following is not generally considered a competitive priority?
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
21. 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
22. Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods?
23. Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is
24. In an automobile, which of the following would not be considered an order winner?
25. Which of the following would not constitute an element of operations infrastructure?
26. With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with having a meal in a restaurant such as taste of the food and courtesy of the server would best be classified as
27. 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
28. Families of goods or services having similar characteristics or methods of creation are called
29. A firm’s ability to achieve market and financial superiority over its competitors is called
30. 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
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