Chapter 2 HW ISQS 3344 – Flashcards

________ measures the degree to which the output of a process meets customer requirements. a. Learning b. Variability c. Quality d. Innovation

In the context of the triple bottom line (TBL), which of the following measures includes the number of ethical violations? a. Social sustainability b. Customer retention rate c. Service quality d. Responsiveness

In the context of the types of performance measures, which of the following is a measure of innovation and learning? a. Patent applications b. Product recalls c. Labor productivity d. Employee retention

Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity, flow time, and asset utilization? a. The internal perspective b. The financial perspective c. The customer perspective d. The innovation and learning perspective

________ is the willingness to help customers and provide prompt recovery to service upsets. a. Empathy b. Assurance c. Responsiveness d. Reliability

Which of the following performance perspectives in the balanced scorecard model measures the ultimate value that a business provides to its shareholders? a. The learning perspective b. The internal perspective c. The customer perspective d. The financial perspective

The innovation and learning perspective in the balanced scorecard model includes measures such as ________ a. training hours per employee, hiring process effectiveness, and revenue per employee. b. service-quality levels, design and demand flexibility, and asset utilization. c. return on investment, economic value added, and shareholder value. d. number of cooperative customer-company design initiatives and percent of sale from new services.

According to research, which of the following is a key dimension that customers use to assess service quality? a. Operational efficiency b. Queue time c. Flexibility d. Empathy

________ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources. a. Operational efficiency b. Reliability c. Volume flexibility d. Sustainability

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 ________. a. budget variance b. volume flexibility c. manufacturing yield d. design flexibility

Which of the following is a quality performance measure at an operational level? a. Customer retention b. Product recalls c. Service representative courtesy d. Customer ratings of goods and services

Key measures of innovation and learning include ________. a. the variance around the average time b. supply-chain performance c. processing time d. percentage of new products developed

The quantitative modeling of cause-and-effect relationships between external and internal performance criteria is called ________. a. operational efficiency b. productivity c. interlinking d. sustainability

In the context of the triple bottom line, ________ measures include corporate ethics and governance. a. social sustainability b. political sustainability c. economic sustainability d. environmental sustainability

Measures of ________ focus on an organization's people and infrastructure. a. innovation and learning b. goods and service design flexibility c. service quality d. customer and market

________ include environmental measures such as energy consumption and recycling and other resource conservation activities. a. Operation efficiency measures b. Sustainability measures c. Innovation and learning measures d. Financial measures

________ is the act of quantifying the performance of organizational units, goods and services, processes, people, and other business activities. a. Forecasting b. Litigating c. Fulfillment d. Measurement

In the context of the scope of business and operations performance measurement, which of the following measures is an example of an innovation and learning performance measure? a. Manufacturing yield b. Employee satisfaction c. Product-related litigation d. Flow processing or cycle time