Question 1

According to research,which of the following is a key dimension that customers use to assess service quality?
A) Operational efficiency
B) Flexibility
C) Empathy
D) Queue time

Accepted Answer

Empathy is a key dimension that customers use to assess service quality. It refers to the ability of service providers to understand and meet the needs and expectations of customers. Operational efficiency, flexibility and queue time are also important aspects, but empathy is often considered the most crucial dimension in building customer loyalty and satisfaction.

Question 2

_____ measures the degree to which the output of a process meets customer requirements.
A) Learning
B) Innovation
C) Variability
D) Quality

Accepted Answer

Quality measures the degree to which the output of a process meets customer requirements, indicating the level of satisfaction and value provided to the customer. Learning and innovation refer to different aspects of organizational growth and development, while variability is a measure of inconsistency or deviation from an expected standard.

Question 3

In the context of the value chain model,when "information replaces assets," the costs increase.

Accepted Answer

When information replaces assets, the costs decrease as there is less need for physical resources and infrastructure, and more reliance on digital technology and knowledge-based systems.

Question 4

The quantitative modeling of cause-and-effect relationships between external and internal performance criteria is called _____.
A) productivity
B) operational efficiency
C) interlinking
D) sustainability

Accepted Answer

The process described in the question is known as interlinking.

Question 5

In the context of the triple bottom line _____ sustainability measures include corporate ethics and governance.
A) environmental
B) social
C) economic
D) political

Accepted Answer

The triple bottom line is a framework for measuring the sustainability of a business. It includes three dimensions: environmental, social, and economic. Corporate ethics and governance are part of the social dimension, which measures the impact of a business on its employees, customers, and community.

Question 6

Quality measures the degree to which the output of a process conforms to the management's expectations and requirements.

Accepted Answer

The answer of Quality measures the degree to which the...

Question 7

In the context of the value chain model,fewer resources are needed to achieve performance goals when "information replaces assets."

Accepted Answer

When information replaces assets, it can lead to more efficient and effective decision making, reducing the need for physical assets and resources. This can result in cost savings and improved performance.

Question 8

In the context of the analytics in operations management,it costs three to five times more to keep an existing customer than acquire a new customer.

Accepted Answer

It costs three to five times more to acquire a new customer than to keep an existing one. Retention strategies are generally more cost-effective than acquisition strategies.

Question 9

Performance measures should support customer requirements.

Accepted Answer

Performance measures should align with customer requirements to ensure that the organization meets customer expectations and enhances satisfaction.

Question 10

Which of the following is a financial performance measure at an organizational level?
A) Cost of quality
B) Revenue and profit
C) Budget variance
D) Labor and material costs

Accepted Answer

Revenue and profit are both financial performance measures that are commonly used to evaluate an organization's overall financial health. Cost of quality, budget variance, labor costs, and material costs are all important financial metrics as well, but they tend to be more focused on specific areas of an organization's operations.

Question 11

_____ is the act of quantifying the performance of organizational units,goods and services,processes,people,and other business activities.
A) Measurement
B) Forecasting
C) Fulfillment
D) Litigating

Accepted Answer

Measurement is the act of assigning a numerical value to a business activity or process to better understand its performance. This includes measuring the performance of organizational units, goods and services, processes, and people. Forecasting involves making predictions about future performance, fulfillment is the act of delivering goods or services, and litigating involves taking legal action. Therefore, A) Measurement is the best choice for this question.

Question 12

Actionable measures are not bound by time.

Accepted Answer

Actionable measures are typically time-bound as they require specific actions to be taken within a certain timeframe to achieve desired outcomes.

Question 13

_____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.
A) Operational efficiency
B) Volume flexibility
C) Reliability
D) Sustainability

Accepted Answer

Operational efficiency refers to the ability of a company to produce goods and services with minimum waste and maximum utilization of resources. It involves optimizing processes, reducing costs, improving quality, and increasing productivity. This enables companies to operate more effectively, deliver products faster, and compete more successfully in the marketplace. Volume flexibility, reliability, and sustainability are also important factors, but they are not directly related to operational efficiency.

Question 14

With interlinking models,managers can objectively make internal decisions that impact external outcomes.

Accepted Answer

Interlinking models help managers analyze how internal decisions may affect external outcomes by connecting different aspects of the organization and simulating various scenarios. This results in a more objective decision-making process.

Question 15

_____ measures include environmental measures such as energy consumption and recycling and other resource conservation activities.
A) Operation efficiency
B) Innovation and learning
C) Sustainability
D) Financial

Accepted Answer

Sustainability measures focus on environmental aspects like energy consumption, recycling, and resource conservation.

Question 16

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.

Accepted Answer

The answer of Actionable performance measures should be meaningful to...

Question 17

Which of the following performance perspectives in the balanced scorecard model includes the percent of sale from new goods and services?
A) The financial perspective
B) The innovation perspective
C) The learning perspective
D) The customer perspective

Accepted Answer

The percent of sale from new goods and services is a measure of customer satisfaction and loyalty, making it a part of the customer perspective in the balanced scorecard model. The financial perspective focuses on financial measures such as revenue and profit, the innovation perspective focuses on measures related to research and development, and the learning perspective focuses on measures related to employee training and development.

Question 18

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) value chain model
C) balanced scorecard
D) Malcolm Baldrige Performance Excellence program

Accepted Answer

The Service-Profit Chain model is specifically designed for service-based firms and emphasizes the importance of internal factors such as employee satisfaction in achieving external performance outcomes such as customer satisfaction and financial success. It provides a comprehensive framework for identifying and measuring key performance indicators in service firms. The value chain model is more broadly applicable to all types of firms and focuses on identifying and optimizing the key activities that create value for customers. The balanced scorecard and Malcolm Baldrige Performance Excellence program are both general frameworks for performance management and may be applicable to service firms, but they do not have the same specific focus on cause-and-effect linkages in service delivery as the Service-Profit Chain model.

Question 19

_____ is the willingness to help customers and provide prompt recovery to service upsets.
A) Responsiveness
B) Empathy
C) Assurance
D) Reliability

Accepted Answer

Responsiveness refers to the willingness to help customers and provide prompt recovery to service upsets. Empathy refers to understanding and sharing the feelings of the customer. Assurance refers to the ability to inspire trust and confidence. Reliability refers to the ability to deliver on promises and provide consistent service.

Question 20

In the context of the triple bottom line (TBL),which of the following is a performance measure of economic sustainability?
A) Fines for environmental violations
B) Corporate ethics and governance
C) Revenue from new goods and services
D) Measures of perceived value

Accepted Answer

The answer of In the context of the triple bottom...

Quiz 2: Measuring Performance in Operations and Value Chains

According to research,which of the following is a key dimension that customers use to assess service quality?

_____ measures the degree to which the output of a process meets customer requirements.

In the context of the value chain model,when "information replaces assets," the costs increase.

The quantitative modeling of cause-and-effect relationships between external and internal performance criteria is called _____.

In the context of the triple bottom line _____ sustainability measures include corporate ethics and governance.

Quality measures the degree to which the output of a process conforms to the management's expectations and requirements.

In the context of the value chain model,fewer resources are needed to achieve performance goals when "information replaces assets."

In the context of the analytics in operations management,it costs three to five times more to keep an existing customer than acquire a new customer.

Performance measures should support customer requirements.

Which of the following is a financial performance measure at an organizational level?

_____ is the act of quantifying the performance of organizational units,goods and services,processes,people,and other business activities.

Actionable measures are not bound by time.

_____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.

With interlinking models,managers can objectively make internal decisions that impact external outcomes.

_____ measures include environmental measures such as energy consumption and recycling and other resource conservation activities.

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.

Which of the following performance perspectives in the balanced scorecard model includes the percent of sale from new goods and services?

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.

_____ is the willingness to help customers and provide prompt recovery to service upsets.

In the context of the triple bottom line (TBL) ,which of the following is a performance measure of economic sustainability?