SCM304 Chapters 3-4 – Flashcards
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Which one of the following statements in the Lawn Care Company (LCC) case study is true?
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The order winner for the current strategy at LCC is high physical goods quality.
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In regard to the value chain model, efficiency, cost and cycle time would be most related to
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value creation processes
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Productivity
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quantity of output/quantity of input
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Which of the following would be an example of an innovation and learning performance measure?
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employee satisfaction
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Which one of the following statements is true with regard to the case study BankUSA: Credit Card Division?
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Current performance reports indicate that the credit card division is meeting 99.2 percent of its service requirements.
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Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?
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leadership
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Which one of the following statements is true regarding FedEx's Service Quality Indicator (SQI)?
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FedEx's SQI places the most weight (importance) on damaged and lost packages.
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Employee satisfaction and other workforce-related measures fall into which perspective in the Balanced Scorecard?
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Innovation and learning
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The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except
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technological
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Which of the following would be a typical operational-level quality performance measure?
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service representative courtesy
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Value chain measures would generally be less valuable to
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top management
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A firm's ability to achieve market and financial superiority over its competitors is called
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competitive advantage
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Service-profit chain model
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is based on a set of cause-and-effect linkages
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What statement best represents McDonald's approach to global business?
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One brand cannot be all things to all people.
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In an automobile, ____ would not be considered an order winner?
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front-seat airbags
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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
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search attributes
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In time sequence, which of the following needs to be accomplished first?
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understand customers wants and needs
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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?
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leadership
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The ____ of a firm defines the strengths that are unique to that organization.
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core competencies
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This term is not generally considered a competitive priority?
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infrastructure
