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Exam 2: Measuring Performance in Operations and Value Chains

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Question 1

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

A) environmental
B) social
C) economic
D) political

E) All of the above
F) A) and B)

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Question 2

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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

E) C) and D)
F) A) and B)

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Question 3

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The innovation and learning perspective in the balanced scorecard model includes measures such as:

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

Key measures of innovation and learning include _____.

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

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.

Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity,flow time,and asset utilization?

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

Performance measures should support customer requirements.

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

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

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

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

Which of the following is a quality performance measure at an operational level?

Measures of _____ focus on an organization's people and infrastructure.

In the context of the triple bottom line (TBL) ,which of the following measures includes the number of ethical violations?

Dextron,a privately owned computer technology company,provides a wide range of customized laptops to suit the needs of students,corporate professionals,and small business owners.In this case,Dextron's ability to provide a wide range of customized laptops to suit its customers' needs best describes _____.

Airline revenue per passenger mile and hotel revenue per full-time employee are examples of _____ measures.

The ability of an organization to respond quickly to changes in the quantity and type of demand is called _____.