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Operations and Supply Chain Management Study Set 5

Statistics

Quiz 2 :

Measuring Performance in Operations and Value Chains

Quiz 2 :

Measuring Performance in Operations and Value Chains

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According to research,which of the following is a key dimension that customers use to assess service quality?
Free
Multiple Choice
Answer:

Answer:

C

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_____ measures the degree to which the output of a process meets customer requirements.
Free
Multiple Choice
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Answer:

D

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

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The quantitative modeling of cause-and-effect relationships between external and internal performance criteria is called _____.
Multiple Choice
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In the context of the triple bottom line _____ sustainability measures include corporate ethics and governance.
Multiple Choice
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Quality measures the degree to which the output of a process conforms to the management's expectations and requirements.
True False
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In the context of the value chain model,fewer resources are needed to achieve performance goals when "information replaces assets."
True False
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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.
True False
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Performance measures should support customer requirements.
True False
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Which of the following is a financial performance measure at an organizational level?
Multiple Choice
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_____ is the act of quantifying the performance of organizational units,goods and services,processes,people,and other business activities.
Multiple Choice
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Actionable measures are not bound by time.
True False
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_____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources.
Multiple Choice
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With interlinking models,managers can objectively make internal decisions that impact external outcomes.
True False
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_____ measures include environmental measures such as energy consumption and recycling and other resource conservation activities.
Multiple Choice
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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.
True False
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Which of the following performance perspectives in the balanced scorecard model includes the percent of sale from new goods and services?
Multiple Choice
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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.
Multiple Choice
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_____ is the willingness to help customers and provide prompt recovery to service upsets.
Multiple Choice
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In the context of the triple bottom line (TBL),which of the following is a performance measure of economic sustainability?
Multiple Choice
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