Course Operations Management
Test Quiz 2
 
Instructions This quiz consist of 30 multiple choice questions. The first 15 questions cover the material in Chapter 3. The second 15 questions cover the material in Chapter 4. Be sure you are in the correct Chapter when you take the quiz.
• Question 1
 Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?
  
• Question 2
 Employee satisfaction and other workforce-related measures fall into which perspective in the Balanced Scorecard?
 
• Question 3
 Interlinking is the quantitative modeling of cause-and-effect relationships between
 
• Question 4
 Productivity is the
 
• Question 5
 Customer satisfaction rating increases as time-on-hold waiting decreases is an example of
  
• Question 6
 The service-profit chain model
  
• Question 7
 Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers?
  
• Question 8
 At a basic level, quality should be measured in three areas.  Which of the following is not one of those areas?
  
• Question 9
 Which of the following would not be a typical organizational-level financial performance measure?
  
• Question 10
 Which category of the Malcolm Baldrige National Quality Award examines how the organization fulfills its ethical, legal, and societal responsibilities, and supports its key communities?
 
• Question 11
 In regard to the value chain model, efficiency, cost and cycle time would be most related to
 
• Question 12
 Which of the following is not a key dimension of service quality?
  
• Question 13
 The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except
  
• Question 14 
 Dell’s ability to provide a wide range of customized computer hardware to accommodate customers’ needs best describes
  
• Question 15
 Which of the following would be a typical operational-level quality performance measure?
  
• Question 16 
 ____ attributes are most likely to be experienced by the customer when using estate planning services.
  
• Question 17
 Goods and service features that differentiate one customer benefit package from another are called
  
• Question 18
 Operations design choices include all of the following except
  
• Question 19
 Which of the following is not generally considered a competitive priority?
  
• Question 20
 With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with the features of a new laptop computer such as processor speed and hard disk capacity would best be classified as
 
• Question 21 
 With regard to the three types of attributes customers use in evaluating the quality of goods and services, a vacation would best be classified as high in
 
• Question 22
 Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods?
  
• Question 23
 Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process.  The initial loop is
 
• Question 24
 In an automobile, which of the following would not be considered an order winner?
 
• Question 25
 Which of the following would not constitute an element of operations infrastructure?
 
• Question 26
 With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with having a meal in a restaurant such as taste of the food and courtesy of the server would best be classified as
 
• Question 27
 The text uses McDonald’s to exemplify Professor Terry Hill’s Generic Strategy Framework. The operating design choices of resource scheduling, inventory placement and control and standardized operational and job procedures relate best to the corporate objective of
 
• Question 28
 Families of goods or services having similar characteristics or methods of creation are called
 
• Question 29
 A firm’s ability to achieve market and financial superiority over its competitors is called
 
• Question 30
 With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with buying furniture would best be classified as