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Chapter 02 Measuring Performance in Operations and Value

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

(A) True

(B) False

Answer : (B)

2. 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.

(A) True (B)

False

Answer : (B)

3. Actionable performance measures should be meaningful to a company's management and should

(A) True (B)

False

Answer : (B)
4. With interlinking models, managers can objectively make internal decisions that impact external
outcomes.

(A) True (B)

False

Answer : (A)

5. In the context of the value chain model, fewer resources are needed to achieve performance goals
when "information replaces assets."

(A) True (B)

False

Answer : (A)
6. Quality measures the degree to which the output of a process conforms to the management's
expectations and requirements.

(A) True (B)

False

Answer : (B)

MULTICHOICE

7. 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) volume flexibility

(B) design flexibility

(C) budget variance

(D) manufacturing yield

Answer : (B)

8. is the ability to provide goods and services to customers with minimum waste and maximum
utilization of resources.

(A) Operational efficiency

(B) Volume flexibility

(C) Reliability

(D) Sustainability

Answer : (A)

9. Key measures of innovation and learning include_ _.

(A) supply-chain performance

(B) processing time

(C) percentage of new products developed

(D) the variance around the average time

Answer : (C)
10. is the act of quantifying the performance of organizational units, goods and services,
processes, people, and other business activities.

(A) Measurement

(B) Forecasting

(C) Fulfillment

(D) Litigating

Answer : (A)

11. The table below shows the data for the number of pair of shoes produced and the cost incurred by
Fancy Trends Inc. for the year 2015.?
Pair of Shoes Produced 150,000
Cost Incurred Direct Labor Cost $60,000
Energy Cost $5,800
Raw Material Cost $42,000

Based on the given data, the productivity of Fancy Trends Inc. for the year 2015 is .

(A) 1 pair/USD

(B) 1.39 pairs/USD

(C) 2 pairs/USD

(D) 2.46 pairs/USD

Answer : (B)

12. In the context of the types of performance measures, which of the following is a measure of
innovation and learning?

(A) Patent applications

(B) Employee retention

(C) Product recalls

(D) Labor productivity

Answer : (A)

13. In the context of the triple bottom line, _measures include corporate ethics and
governance.

(A) environmental sustainability

(B) social sustainability

(C) economic sustainability

Answer : (B)

14. Which of the following is a quality performance measure at an operational level?

(A) Customer ratings of goods and services

(B) Customer retention

(C) Service representative courtesy

(D) Product recalls

Answer : (C)

15. In the context of the triple bottom line (TBL), which of the following measures includes the
number of ethical violations?

(A) Responsiveness

(B) Service quality

(C) Social sustainability

(D) Customer retention rate

Answer : (C)

16. 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) Employee satisfaction

(B) Flow processing or cycle time

(C) Manufacturing yield

(D) Product-related litigation

Answer : (A)

17. measures the degree to which the output of a process meets customer requirements.

(A) Learning

(B) Innovation

(C) Variability

(D) Quality
Answer : (D)

18. include environmental measures such as energy consumption and recycling and other
resource conservation activities.

(A) Operation efficiency measures

(B) Innovation and learning measures

(C) Sustainability measures

(D) Financial measures

Answer : (C)

19. According to research, which of the following is a key dimension that customers use to assess
service quality?

(A) Operational efficiency

(B) Flexibility

(C) Empathy

(D) Queue time

Answer : (C)

20. A paint manufacturing company has three factories located in France, Germany, and Spain. The
productivity data of the factories are as follows:
Factory Location Amount of Paint Produced(US Gallons) Total Input Cost (USD)
Spain 4,600,000,000 $5,250,000
Germany 5,500,000,000 $5,250,000
France 4,000,000,000 $3,500,000

Based on the productivity analysis of all the factories, the productivity of the factory in:

(A) Germany is lower than that of the factory in Spain.

(B) Spain is higher than that of the factory in France.

(C) France is higher than that of the factory in Spain.

(D) France is lower than that of the factory in Germany.

Answer : (C)

21. Which of the following performance perspectives in the balanced scorecard model includes
measures such as productivity, flow time, and asset utilization?

(A) The financial perspective

(B) The customer perspective

(D) The internal perspective

Answer : (D)

22. Measures of focus on an organization's people and infrastructure.

(A) goods and service design flexibility

(B) customer and market

(C) service quality

(D) innovation and learning

Answer : (D)

23. Which of the following performance perspectives in the balanced scorecard model measures the
ultimate value that a business provides to its shareholders?

(A) The financial perspective

(B) The internal perspective

(C) The learning perspective

(D) The customer perspective

Answer : (A)

24. The innovation and learning perspective in the balanced scorecard model includes measures
such as:

(A) return on investment, economic value added, and shareholder value.

(B) number of cooperative customer-company design initiatives and percent of sale from new
services.

(C) training hours per employee, hiring process effectiveness, and revenue per employee.

(D) service-quality levels, design and demand flexibility, and asset utilization.

Answer : (C)

25. is the ratio of the output of a process to the input.

(A) Productivity

(B) Flexibility
(C) Variability

(D) Reliability

Answer : (A)

26. is the willingness to help customers and provide prompt recovery to service upsets.

(A) Responsiveness

(B) Empathy

(C) Assurance

(D) Reliability

Answer : (A)

27. 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.

(A) Service-Profit Chain model

(B) value chain model

(C) balanced scorecard

(D) Malcolm Baldrige Performance Excellence program

Answer : (A)

28. The time required to ramp up to an increased production output level in response to a surge in the
sales of a product is a measure of .

(A) budget variance

(B) volume flexibility

(C) product recalls

(D) service upset

Answer : (B)

29. Airline revenue per passenger mile and hotel revenue per full-time employee are examples of
.

(A) reliability measures

(C) sustainability measures

(D) productivity measures

Answer : (D)

30. Which of the following is a financial performance measure at an organizational level?

(A) Cost of quality

(B) Revenue and profit

(C) Budget variance

(D) Labor and material costs

Answer : (B)

31. In the context of the triple bottom line (TBL), which of the following is a performance measure of
economic sustainability?

(A) Fines for environmental violations

(B) Corporate ethics and governance

(C) Revenue from new goods and services

(D) Measures of perceived value

Answer : (A)

32. In an assembly line of a factory that makes gears, it takes fifteen minutes to complete a drilling
operation using a lathe. The duration of this operation is called .

(A) delay time

(B) queue time

(C) processing time

(D) standard time

Answer : (C)

33. The quantitative modeling of cause-and-effect relationships between external and internal
performance criteria is called .

(A) productivity
(B) operational efficiency

(C) interlinking

(D) sustainability

Answer : (C)

34. Which of the following performance perspectives in the balanced scorecard model includes the
percent of sale from new goods and services?

(A) The financial perspective

(B) The innovation perspective

(C) The learning perspective

(D) The customer perspective

Answer : (D)

35. The ability of an organization to respond quickly to changes in the quantity and type of demand is
called _.

(A) utility

(B) reliability

(C) demand variability

(D) volume flexibility

Answer : (D)