operations ch2
. Which of the following is not a balanced scorecard category? a. Quality b. Financial c. Internal business d. Customer
a
Which of the following describes the capabilities and skill sets possessed by a firm that distinguish the firm from its competition? a. Core competencies b. Business intelligence c. Analytical toolbox d. Managerial levers
a
Which of the following is not an example of service recovery? a. A discount offered during a time of low demand b. A discount offered on a defective product c. A meal being provided at no cost due to poor quality d. An upgrade to first-class on a flight due to airline delays
a
A high-cost product is typically aligned with which of the following? a. Low levels of customer service b. High levels of quality c. Low levels of quality d. Neither high nor low levels of customer service
b
Adoption of a low-cost strategy may lead to a decrease in which of the following? a. Volume b. Flexibility c. Customer complaints d. Warranty claims
b
An organization's strategy is not primarily designed to consider which of the following? a. How the organization intends to provide value to its customers in the future b. How the organization makes decisions on a day-to-day basis c. How the organization intends to compete in the future d. How the organization provides value and competes at present
b
Core competencies are primarily used to: a. Identify appropriate suppliers b. Create competitive advantage c. Select skill sets for prospective employees d. Select appropriate material for students
b
Customer demand for ethical and environmental performance has been and continues to ________. a. Decrease b. Increase c. Stay roughly the same d. Be nonexistent
b
Economies of scale refers to which of the following? a. Seeking out customers that will purchase large quantities b. Purchasing and manufacturing product in high volume c. Mitigating risk by insurance d. Producing low volume product before higher volume product
b
Examples of ethical and environmental operations management drivers might include all of the following except? a. The use of ethical and sustainable purchasing policies b. Pursuit of the lowest cost supplier c. Ethical hiring practices d. Recycling and other green manufacturing initiatives
b
. Competing on the basis of cost likely requires all of the following except? a. Use of automation b. Purchasing in high volume c. Providing many customization options to customers d. Producing in large quantities
c
. Which performance measure might be best suited for a services company? a. Earnings per share b. Number of units sold per quarter c. Average number of complaints per customer d. Total amount of greenhouse gas emissions
c
Operations aligned with a high-quality strategy may lead to all of the following except: a. Selection of high-quality suppliers b. Use of certifications such as ISO 9000 c. Increase in customer product returns d. Use of process control and continuous improvement techniques
c
Purchasing and manufacturing in high volume to reduce cost per unit is referred to as? a. Economies of size b. Economies of scope c. Economies of scale d. Economies of setup
c
A company answering the questions "Who are we now?" and "What do we want to be?" is likely formulating a? a. Plan b. Project c. Statement d. Strategy
d
A company wishing to unify and consolidate its performance measures might consider the use of which approach? a. Total Performance Management b. Statistical Quality Control c. Performance Monitoring d. Balanced Scorecard
d
An alternative term for business ethics is? a. EDLP b. Corporate utility theory c. Consumerism d. Corporate social responsibility
d
Approximately what percentage of U.S. companies use or have used the balanced scorecard approach? a. 10% b. 25% c. 50% d. 80%
d
Attempting to compete on the basis of quality will most likely result in which of the following? a. Lower costs b. Lower levels of customer service c. Higher amounts of product returns/warranty claims d. Higher costs
d
Average number of defects per unit would be considered what type of performance measure? a. Supply chain b. Financial c. Customer service d. Quality
d
Initiatives to increase productivity may have which of the following effects? a. Reduced forecasting accuracy b. Increased spending on materials c. Reduced output d. Increased inventory carrying cost
d
The use of economies of scale most closely aligns with which competitive dimension? a. Cost b. Quality c. Customer Service d. Time
a
A company that produces products in high volume would most likely be trying to compete on which competitive dimension? a. Cost b. Quality c. Customer Service d. Flexibility
a
Choose the incorrect matching of performance measure to performance category. a. Percent of waste recycled à Quality b. Order quantity accuracy à Customer service c. Inventory turnover à Financial d. Average time between product failures à Quality
a
Economies of scale are associated with which of the three competitive priorities? a. Cost b. Quality c. Customer service d. Economies of scale are not associated with any of the three competitive priorities
a
Service recovery is: a. The capability of a company to respond when a product or service fails b. Hiring additional employees in anticipation of seasonal demand c. Selling a product at discount to eliminate excess inventory d. Retaining excess labor capacity to buffer against uncertain demand
a
Sustainability initiatives should lead to ______________ customer service performance. a. Increased b. Decreased c. Unchanged d. Sustainability initiatives are incompatible with customer service performance
a
The Redbox video rental company employs a competitive model that relies on which combination of competitive priorities? a. Low cost and high customer service b. High cost and low customer service c. Low cost and low quality d. High quality and low customer service
a
People, Profit, and Planet are associated with which concept? a. Three P's of Marketing b. Triple bottom line c. 3PL d. Balanced Scorecard
b
Productivity is defined as a ratio of __________ over __________. a. Inputs, outputs b. Outputs, inputs c. Inputs, quality d. Quality, inputs
b
Reliability is associated with which of the three competitive priorities? a. Cost b. Quality c. Customer service d. Reliability is not associated with any of the three competitive priorities
b
The fair trade concept is most closely related to which operations management process? a. Inventory management b. Purchasing c. Marketing d. Logistics
b
Web-based scorecards are referred to as: a. Snippets b. Dashboards c. Sparklines d. Visual controls
b
Which of the following is not part of the triple bottom line concept? a. Economic b. Educational c. Social d. Environmental
b
A chain of coffee shops has recently initiated a purchasing initiative aimed at being more ethical. Which concept would the coffee shop chain likely consider? a. Offshoring b. Cost minimization c. Fair trade d. Use of a maquiladora
c
A company that produces products with a wide variety of customization options would most likely be trying to compete on which competitive dimension? a. Cost b. Quality c. Customer Service d. Time
c
Choose the incorrect matching of performance measure to performance category. a. Current ratio à Financial b. Net profit margin à Financial c. Complaint resolution time à Ethics/sustainability d. Percent of suppliers ISO 14000 certified à Ethics/sustainability
c
Empathy is associated with which of the three competitive priorities? a. Cost b. Quality c. Customer service d. Empathy is not associated with any of the three competitive priorities
c
Flexibility is associated with which of the three competitive priorities? a. Cost b. Quality c. Customer service d. Flexibility is not associated with any of the three competitive priorities
c
Higher quality tends to lead to which of the following? a. Dissatisfied customers b. Higher warranty-associated costs c. Better profit margins d. More defects per unit
c
Sustainability is broadly defined as: a. Sustaining business efforts by cost cutting and profit seeking b. Seeking out exclusively foreign suppliers c. Doing the right social and environmental things in ways that make economic sense d. Pursuing high quality at the expense of increasing waste
c
The balanced scorecard suggests the use of approximately how many performance measures? a. 5 to 10 b. 10 to 20 c. 20 to 30 d. More than 30
c
The combination of a firm's long-term goals, plans, and policies is referred to as? a. Strategic outcomes b. Strategic outsourcing c. Strategic planning d. Strategic knowledge
c
The set of decisions made within the operations function to support the overall mission and strategy of the firm are referred to as? a. Strategic plans b. Vision statements c. Operations strategies d. Operations initiatives
c
Traditional operations management strategies have focused on all of the following except? a. Cost b. Customer service c. Sustainability d. Quality
c
We will be the easiest pharmacy retailer for customers to use" is an example of an organization's __________. a. Strategy b. Competitive priority c. Mission statement d. Statement of belief
c
Which of the following is least likely to be a core competency of a fast-food restaurant chain? a. Cost reduction leading to low-cost product b. Inventory control to ensure adequate product availability c. Flexibility to allow customers many customized product offerings d. Quick preparation of product
c
Which of the following is most likely to be a mismatch? a. High cost and high quality b. High customer service and high cost c. Low cost and high quality d. Low cost and low customer service
c
hich of the following is not likely to be a performance measure related to quality? a. Number of warranty claims per unit sold b. Average number of defects per unit c. Units sold d. Average time between product failures
c
. Which performance measure might be best suited for a services company? a. Earnings per share b. Number of units sold per quarter c. Average number of complaints per customer d. Total amount of greenhouse gas emissions
d
The triple bottom line concept refers to three P's. Which of the following is not one of the P's? a. People b. Profit c. Planet d. Product
d
Which of the following is not one of the three competitive dimensions? a. Cost b. Customer service c. Quality d. Productivity
d
Which of the following types of companies would most likely rely on economies of scale to reduce cost per unit? a. A neighborhood coffee shop b. A manufacturer of handmade furniture c. A beauty parlor d. A large "big-box" retailer
d
