SCM Ch3-4 – Flashcards

At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?

Which of the following would not constitute an element of operations infrastructure?

Customer satisfaction rating increases as time-on-hold waiting decreases is an example of

Which of the following is not a key dimension of service quality?

The ability to respond quickly to changes in the amount and type of demand is called

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

The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except

Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?

Which of the following would be an example of an innovation and learning performance measure?

In regard to the value chain model, efficiency, cost and cycle time would be most related to

When Bill Gates stated that "Microsoft is always two years away from failure," he was emphasizing the importance of

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

Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. Decision loop #1

In regard to ways customers evaluate services compared to their evaluation of goods, which of the following is not true?

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?

____ attributes are most likely to be experienced by the customer when using estate planning services.

Value chain measures would generally be less valuable to

Interlinking is the quantitative modeling of cause-and-effect relationships between

Which of the following is true?

Considering the work force component of infrastructure, which term does not fit with the others in a service environment?