â¢ Question 1 Which of the following would be an example of an innovation and learning performance measure? â¢ Question 2 The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except â¢ Question 3 Customer satisfaction rating increases as time-on-hold waiting decreases is an example of â¢ Question 4 When Bill Gates stated that “Microsoft is always two years away from failure,” he was emphasizing the importance of â¢ Question 5 Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers? â¢ Question 6 In regard to the value chain model, efficiency, cost and cycle time would be most related to â¢ Question 7 Which of the following is not a key dimension of service quality? â¢ Question 8 Which of the following would be a typical operational-level quality performance measure? â¢ Question 9 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? â¢ Question 10 In choosing performance measures, an organization might consider all of the following criteria except â¢ Question 11 Value chain measures would generally be less valuable to â¢ Question 12 Of the four models of organizational performance, which two focus on the “big picture” of organizational performance rather than on operational-level framework? â¢ Question 13 Productivity is the â¢ Question 14 Airline revenue per passenger mile and hotel revenue per full-time employee are examples of â¢ Question 15 At a basic level, quality should be measured in three areas. Which of the following is not one of those areas? â¢ Question 16 Considering the work force component of infrastructure, which term does not fit with the others in a service environment? â¢ Question 17 A firm’s ability to achieve market and financial superiority over its competitors is called â¢ Question 18 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 â¢ Question 19 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 â¢ Question 20 In an automobile, which of the following would not be considered an order winner? â¢ Question 21 Which of the following would not constitute an element of operations infrastructure? â¢ Question 22 Goods and service features that differentiate one customer benefit package from another are called â¢ Question 23 Operations design choices include all of the following except â¢ Question 24 Requirements that are expected in a good or service are called â¢ Question 25 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 â¢ Question 26 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 â¢ Question 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 â¢ Question 28 Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is â¢ Question 29 In time sequence, which of the following needs to be accomplished first? â¢ Question 30 Families of goods or services having similar characteristics or methods of creation are called
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