Question 1
A__________is a network of facilities and processes that describes the flow of materials, finished goods, services, information, and financial transactions from suppliers, through the facilities and processes that create goods and services, and those that deliver them to the customer.
a.
product life cycle
b.
business cycle
c.
product-process matrix
d.
value chain
Question 2
Building a high-performing organization with a capable leadership and workforce is an example of _____.
a.
political sustainability
b.
economic sustainability
c.
environmental sustainability
d.
technological sustainability
Question 3
A process invariably resides within a department or traditional management function.
True
False
Question 4
Predictive analytics is used by organizations to:
a.
identify the best decisions for a particular situation.
b.
analyze business policies through visual representations.
c.
envisage the future by detecting patterns and relationships in data.
d.
understand past and current performance.
Question 5
Proportional increases or decreases in the perceived benefits and the price of a product result in no net change in the value of the product.
True
False
Question 6
A pair of running shoes is an example of a
durable good
.
True
False
Question 7
Service encounter design is a key activity performed by operations managers that involves:
a.
predicting the future demand for raw materials, finished goods, and services.
b.
determining how to recover from service upsets.
c.
managing the flow of materials, information, people, and money from suppliers to customers.
d.
ensuring that the right amount of resources is available when needed.
Question 8
Jason and his friend went to a coffee shop. They ordered two cappuccinos and received a complimentary chocolate waffle and cookie along with their order. In the context of a customer benefit package (CBP), the chocolate waffle and the cookie are _____.
a.
core offerings
b.
peripheral goods
c.
primary goods
d.
intangible products
Question 9
A__________is one that does not quickly wear out and typically lasts at least three years.
a.
consumer packaged good
b.
fast-moving consumer good
c.
durable good
d.
soft good
Question 10
Ensuring consumer safety in using goods and services is an example of _____.
a.
political sustainability
b.
environmental sustainability
c.
social sustainability
d.
economic sustainability
Question 11
North Zone Bank gives all its customers a complimentary credit card along with a custom-made wallet when they open an account with the bank. The credit card and the wallet are examples of _____ offered by the bank.
a.
intangible products
b.
primary goods
c.
peripheral goods
d.
core offerings
Question 12
In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of postproduction services?
a.
They include contract negotiations.
b.
They focus solely on gaining new customers.
c.
They focus on keeping existing customers.
d.
They include good and service guarantees.
Question 13
A__________is a customer benefit package (CBP) feature that departs from the standard CBP and is normally location specific or firm specific.
a.
variant
b.
bottleneck
c.
core product
d.
peripheral product
Question 14
In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of preproduction services?
a.
They include on-site installation and application services.
b.
They focus solely on keeping an existing customer.
c.
They focus on gaining a customer.
d.
They include recycling and remanufacturing initiatives.
Question 15
In the context of customer benefit packages,__________are those that are not essential to the primary service, but enhance it.
a.
tertiary services
b.
core services
c.
central services
d.
peripheral services
Question 16
The__________is based on a set of cause-and-effect linkages between internal and external performance, and in this fashion, defines the key performance measurements on which service-based firms should focus.
a.
Service-Profit Chain model
b.
Malcolm Baldrige Performance Excellence program
c.
value chain model
d.
balanced scorecard
Question 17
Which of the following is a quality performance measure at an operational level?
a.
Product recalls
b.
Service representative courtesy
c.
Customer ratings of goods and services
d.
Customer retention
Question 18
Actionable performance measures should be meaningful to a company’s management and should provide the basis for decisions at the strategic level in an organization.
True
False
Question 19
In the context of the scope of business and operations performance measurement, which of the following measures is an example of an
innovation and learning
performance measure?
a.
Manufacturing yield
b.
Employee satisfaction
c.
Product-related litigation
d.
Flow processing or cycle time
Question 20
The innovation and learning perspective in the balanced scorecard model includes measures such as:
a.
training hours per employee, hiring process effectiveness, and revenue per employee.
b.
return on investment, economic value added, and shareholder value.
c.
number of cooperative customer–company design initiatives and percent of sale from new services.
d.
service-quality levels, design and demand flexibility, and asset utilization.
Question 21
In the context of the value chain model, when “information replaces assets,” the costs increase.
True
False
Question 22
Key measures of innovation and learning include__________.
a.
supply-chain performance
b.
percentage of new products developed
c.
the variance around the average time
d.
processing time
Question 23
According to research, which of the following is a key dimension that customers use to assess
service quality
?
a.
Queue time
b.
Operational efficiency
c.
Flexibility
d.
Empathy
Question 24
Quality measures the degree to which the output of a process conforms to the management’s expectations and requirements.
True
False
Question 25
Measures of__________focus on an organization’s people and infrastructure.
a.
goods and service design flexibility
b.
innovation and learning
c.
customer and market
d.
service quality
Question 26
In the context of the triple bottom line (TBL), which of the following measures includes the number of ethical violations?
a.
Social sustainability
b.
Customer retention rate
c.
Responsiveness
d.
Service quality
Question 27
In the context of the types of performance measures, which of the following is a measure of innovation and learning?
a.
Patent applications
b.
Product recalls
c.
Employee retention
d.
Labor productivity
Question 28
The table below shows the data for the number of pair of shoes produced and the cost incurred by Fancy Trends Inc. for the year 2015.?
Pair of Shoes Produced
150,000
Cost Incurred
Direct Labor Cost
$60,000
Energy Cost
$5,800
Raw Material Cost
$42,000
Based on the given data, the productivity of Fancy Trends Inc. for the year 2015 is _____.
a.
2 pairs/USD
b.
1.39 pairs/USD
c.
2.46 pairs/USD
d.
1 pair/USD
Question 29
Which of the following is a financial performance measure at an organizational level?
a.
Budget variance
b.
Revenue and profit
c.
Labor and material costs
d.
Cost of quality
Question 30
A paint manufacturing company has three factories located in
France
,
Germany
, and
Spain
. The productivity data of the factories are as follows:
Factory Location
Amount of Paint Produced(US Gallons)
Total Input Cost (USD)
Spain
4,600,000,000
$5,250,000
Germany
5,500,000,000
$5,250,000
France
4,000,000,000
$3,500,000
Based on the productivity analysis of all the factories, the productivity of the factory in:
a.
France is higher than that of the factory in Spain.
b.
Germany is lower than that of the factory in Spain.
c.
France is lower than that of the factory in Germany.
d.
Spain is higher than that of the factory in France.
