Management 300 OM 1-4

Q1. Which of the following are incorrect statements: a. Having a large number of performance measures is much better than having a selected few. b. Measuring and reporting performance results can be a motivator for many workers. c. The only important measurement category in business is financial. d. Return on assets would normally be classified as a productivity measure. e. Good customer satisfaction measurement systems are designed to provide information about future buying behavior.

Q1. Which of the following are incorrect statements: a. Having a large number of performance measures is much better than having a selected few. * b. Measuring and reporting performance results can be a motivator for many workers. c. The only important measurement category in business is financial. * d. Return on assets would normally be classified as a productivity measure.* e. Good customer satisfaction measurement systems are designed to provide information about future buying behavior.

Q1. Which of the following are incorrect statements: a. Operational capabilities must be built before a firm should identify competitive priorities. b. The ability to achieve market and financial superiority over competitors is called strategic planning. c. While it is generally difficult to change the structure of a value chain, operations managers can make strategic choices about technology and human resources. d. The customer benefit package that a firm designs is meant to appeal to all customers. e. Traditional market research may not always provide accurate information about customer needs.

Q1. Which of the following are incorrect statements: a. Operational capabilities must be built before a firm should identify competitive priorities. * b. The ability to achieve market and financial superiority over competitors is called strategic planning. * c. While it is generally difficult to change the structure of a value chain, operations managers can make strategic choices about technology and human resources. d. The customer benefit package that a firm designs is meant to appeal to all customers.* e. Traditional market research may not always provide accurate information about customer needs.

Q1. Which of the following are incorrect statements? a. A vertical integration strategy provides a firm more control and generally reduces the complexity of managing the value chain. b. The organization that outsources still retains ownership of the outsourced process or function. c. A value chain describes the flow of customer information and how value is added to the information through a production system. d. Proportional increases or decreases in perceived benefits as well as price or cost result in no net change in value. e. One approach to increasing value is to maintain perceived benefits while increasing price or cost.

Q1. Which of the following are incorrect statements? a. A vertical integration strategy provides a firm more control and generally reduces the complexity of managing the value chain. * b. The organization that outsources still retains ownership of the outsourced process or function. * c. A value chain describes the flow of customer information and how value is added to the information through a production system.* d. Proportional increases or decreases in perceived benefits as well as price or cost result in no net change in value. e. One approach to increasing value is to maintain perceived benefits while increasing price or cost. *

Q2. Which of the following are incorrect statements? a. The primary purpose of the Baldrige National Award program is to provide companies with a framework for performance excellence through self-assessment. b. In the Baldrige Award criteria, the Business Results category focuses on how an organization selects, gathers, analyzes, and manages its data. c. The Leadership category of the Baldrige criteria includes how an organization addresses its public and community responsibilities. d. Employee satisfaction might be considered as a lagging indicator of employee turnover. e. The balanced scorecard is designed so it's linked to an organization's strategy.

Q2. Which of the following are incorrect statements? a. The primary purpose of the Baldrige National Award program is to provide companies with a framework for performance excellence through self-assessment. b. In the Baldrige Award criteria, the Business Results category focuses on how an organization selects, gathers, analyzes, and manages its data.* c. The Leadership category of the Baldrige criteria includes how an organization addresses its public and community responsibilities. d. Employee satisfaction might be considered as a lagging indicator of employee turnover.* e. The balanced scorecard is designed so it's linked to an organization's strategy.

Q2. Which of the following statements about the typical ways of calling those goods and service features that differentiate one customer benefit package from another are incorrect? a. Order Qualifiers are also Exciters. b. Order Qualifiers are also Winners. c. Order Satisfiers, Delighters, and Exciters are different types of Winners. d. Order Winners more than exceed the features needed to be Qualifiers. e. Over time, Order Winners such as Satisfiers, Delighters, and Exciters will become only Qualifiers.

Q2. Which of the following statements about the typical ways of calling those goods and service features that differentiate one customer benefit package from another are incorrect? a. Order Qualifiers are also Exciters.* b. Order Qualifiers are also Winners.* c. Order Satisfiers, Delighters, and Exciters are different types of Winners. d. Order Winners more than exceed the features needed to be Qualifiers. e. Over time, Order Winners such as Satisfiers, Delighters, and Exciters will become only Qualifiers.

Q2. Which of the following statements are incorrect: a. A product that typically lasts less than three years is called a durable good. b. A toothbrush is an example of a nondurable good. c. Both goods and services can be standardized for the mass market or customized to individual needs. d. Customer participation in manufacturing processes and activities is generally high. e. Customers and service providers often work together to co-produce a service.

Q2. Which of the following statements are incorrect: a. A product that typically lasts less than three years is called a durable good.* b. A toothbrush is an example of a nondurable good. c. Both goods and services can be standardized for the mass market or customized to individual needs. d. Customer participation in manufacturing processes and activities is generally high.* e. Customers and service providers often work together to co-produce a service.

Q3. Using the Four Key Decision Loops in Professor Terry Hill's Generic Strategy Framework, which statements are true? a. The four loops are highly integrated and require improvement cycles. b. The fourth loop ties strategy and operations. c. Operations has no input loop into corporate strategy or marketing strategy. d. Infrastructure decisions must come before marketing strategy decisions. e. The first loop ties Operations Design Choices and Infrastructure

Q3. Using the Four Key Decision Loops in Professor Terry Hill's Generic Strategy Framework, which statements are true? a. The four loops are highly integrated and require improvement cycles. * b. The fourth loop ties strategy and operations. * c. Operations has no input loop into corporate strategy or marketing strategy. d. Infrastructure decisions must come before marketing strategy decisions. e. The first loop ties Operations Design Choices and Infrastructure

Q3. Which of the following are not categories in the Baldrige Performance Excellence Model? a. Ethical Focus b. Strategic Planning c. Customer Focus d. Workforce Focus e. Financial Planning

Q3. Which of the following are not categories in the Baldrige Performance Excellence Model? a. Ethical Focus* b. Strategic Planning c. Customer Focus d. Workforce Focus e. Financial Planning*

Which of the following are incorrect statements: a. Operations management is focused primarily on the application of technology in manufacturing. b. To apply the principles of operations management, managers need to understand people, processes, and technology. c. Every job entails some aspect of operations management. d. Employees who work in financial and accounting functions of organizations need little knowledge of operations management. e. Ensuring that a credit card has accurate customer information and is delivered quickly to the customer is an example of inventory management in OM.

Which of the following are incorrect statements: a. Operations management is focused primarily on the application of technology in manufacturing.* b. To apply the principles of operations management, managers need to understand people, processes, and technology. c. Every job entails some aspect of operations management. d. Employees who work in financial and accounting functions of organizations need little knowledge of operations management.* e. Ensuring that a credit card has accurate customer information and is delivered quickly to the customer is an example of inventory management in OM.*

a. Pre-production services might include on-line training services, billing, and warranty service. b. Post-production services might include customer financing, customer benefit package design, and promotion/advertising. c. The focus of pre-production services is on gaining a customer while that of post-production services is on keeping the customer. d. A supply chain is more inclusive than a value chain. e. A value chain views an organization from an integrative perspective of goods and services, while a supply chain focuses mainly on the creation of physical goods.

a. Pre-production services might include on-line training services, billing, and warranty service.* b. Post-production services might include customer financing, customer benefit package design, and promotion/advertising.* c. The focus of pre-production services is on gaining a customer while that of post-production services is on keeping the customer. d. A supply chain is more inclusive than a value chain.* e. A value chain views an organization from an integrative perspective of goods and services, while a supply chain focuses mainly on the creation of physical goods.

a. Value can be increased by adding services to customer benefit packages even when the quality or features of goods cannot be improved. b. The focus on value has forced many traditional goods-producing companies to reduce services for their customer benefits package while keeping the same price. c. A competitively dominant customer experience is often called a value proposition. d. A value chain can be considered a "cradle-to-grave" model of the operations function. e. The value chain creation process begins at the retail stores when final goods and services are sold to customers.

a. Value can be increased by adding services to customer benefit packages even when the quality or features of goods cannot be improved. b. The focus on value has forced many traditional goods-producing companies to reduce services for their customer benefits package while keeping the same price. * c. A competitively dominant customer experience is often called a value proposition. d. A value chain can be considered a "cradle-to-grave" model of the operations function. e. The value chain creation process begins at the retail stores when final goods and services are sold to customers.*