Question 1

Which one of the following perceptual measures corresponds to a company that is in the internally neutral stage of operational effectiveness?

Accepted Answer

A)  Outside experts are called in for strategic decisions
B)  Aim is to achieve competitive parity
C)  A manufacturing strategy is formulated and pursued
D)  Goal is to achieve competitive superiority

Question 2

Measuring _________ _________ is analogous to product defects in service quality.

Accepted Answer

The answer of Measuring _________ _________ is analogous to product...

Question 3

Which of the following is FALSE regarding statistical sampling for control purposes?

Accepted Answer

A)  The more samples are taken,the higher the likelihood of accidentally selecting a sample with excessive values when the process actually is still under control
B)  Deciding what indicators are high or low enough to be considered out of control is the simplest of the problems facing operation managers
C)  Measuring upper and lower control limits are the basis for management by exception
D)  Using high thresholds for control increases the risk of not detecting processes that are getting out of control

Question 4

A useful tool for controlling processes such as quality,scrap,turnover,revenues,progress,costs,and so on is the _________ _________.

Accepted Answer

Control Chart

Question 5

Which of the following is NOT a step in constructing control charts?

Accepted Answer

A)  Initial samples of the process to be monitored need to be taken
B)  Means and ranges for the samples must be calculated
C)  Deriving the means by the ranges previously calculated
D)  Graphing sample means and ranges chronologically

Question 6

ISO 9000 is a series of standards covering environmental management systems,auditing,labeling,and life-cycle assessment.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following characteristics makes it EASIER to measure the quality of a service,relative to that of a product or facilitating good?

Accepted Answer

A)  Service portions are abstract,rather than concrete
B)  Service portions are transient,rather than permanent
C)  Service portions are psychological,rather than physical
D)  None of the above characteristics make it easier to measure service quality

Question 8

Which one of the following perceptual measures corresponds to a company that is in the internally supportive stage of operational effectiveness?

Accepted Answer

A)  Outside experts are called in for strategic decisions
B)  Aim is to achieve competitive parity
C)  A manufacturing strategy is formulated and pursued
D)  Goal is to achieve competitive superiority

Question 9

Service defections are important in process control for services because:

Accepted Answer

A)  No advertising is necessary to get the business of long-term customers
B)  They are equally important to organizations that produce tangible outputs
C)  A customer who takes their business elsewhere is analogous to a product defect
D)  Long-time customers are more likely to purchase additional products

Question 10

Which of the following statements is FALSE?

Accepted Answer

A)  ISO is a strictly European standard
B)  ISO 9000 and ISO 14000 are two of the best known ISO standards
C)  ISO 14000 has been updated in December 2008 and is known as ISO 14000:2008
D)  Over 630,000 organizations in 152 countries have implemented ISO standards C

Question 11

There are five stages of effectiveness in terms of the role their operations play in terms of strategic business objectives.

Accepted Answer

A) True 
 B)False  False

Question 12

In services,a product defect is analogous to a defecting customer-a customer who takes their business elsewhere.

Accepted Answer

A) True 
 B)False

Question 13

One of the most common errors when monitoring data is to gather information that has little or no probability of changing significantly from one collection period to the next.

Accepted Answer

A) True 
 B)False

Question 14

The balanced scorecard approach relies not only on financial performance measures,but includes customers,internal business processes,and organizational learning and growth.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is NOT a problem commonly found when monitoring?

Accepted Answer

A)  Organizations collect data that are easily gathered
B)  Gathered data are not the most important to reach the organization's goals
C)  There is an undue emphasis on measuring objective output performance
D)  Inputs measurements are used as a proxy for output completion

Question 16

Some benefits of the balanced scorecard include:

Accepted Answer

A)  It helps align departmental and personal goals to the organization
B)  It is an effective way to clarify and gain authority within the organization
C)  It is a mechanism for aligning personal goals with societal goals
D)  It helps organizations track their competitors

Question 17

Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.

Accepted Answer

A) True 
 B)False

Question 18

Among the best-known companies that use customer satisfaction surveys to evaluate service quality in various industries is:

Accepted Answer

A)  J) D.Power and Associates
B)  McDonald's
C)  American Express
D)  Alaska Airlines

Question 19

In this stage of operational effectiveness,organizations use core capabilities residing in the operations area to obtain a sustainable competitive advantage.

Accepted Answer

A)  Stage 1,internally supportive
B)  Stage 2,externally neutral
C)  Stage 3,internally supportive
D)  Stage 4,externally supportive

Question 20

In quality control there are two major types of inspection: measurement of a scaled variable and existence of a characteristic.

Accepted Answer

A) True 
 B)False

Exam 3: Controlling Processes

Which one of the following perceptual measures corresponds to a company that is in the internally neutral stage of operational effectiveness?

Correct AnswerverifiedShow Answer

Measuring _________ _________ is analogous to product defects in service quality.

Correct AnswerverifiedShow Answer

Which of the following is FALSE regarding statistical sampling for control purposes?

Correct AnswerverifiedShow Answer

A useful tool for controlling processes such as quality,scrap,turnover,revenues,progress,costs,and so on is the _________ _________.

Correct AnswerverifiedControl Chart

Which of the following is NOT a step in constructing control charts?

Correct AnswerverifiedShow Answer

ISO 9000 is a series of standards covering environmental management systems,auditing,labeling,and life-cycle assessment.

Correct AnswerverifiedShow Answer

Which of the following characteristics makes it EASIER to measure the quality of a service,relative to that of a product or facilitating good?

Correct AnswerverifiedShow Answer

Which one of the following perceptual measures corresponds to a company that is in the internally supportive stage of operational effectiveness?

Correct AnswerverifiedShow Answer

Service defections are important in process control for services because:

Correct AnswerverifiedShow Answer

Which of the following statements is FALSE?

Correct AnswerverifiedC

There are five stages of effectiveness in terms of the role their operations play in terms of strategic business objectives.

Correct AnswerverifiedFalse

In services,a product defect is analogous to a defecting customer-a customer who takes their business elsewhere.

Correct AnswerverifiedShow Answer

One of the most common errors when monitoring data is to gather information that has little or no probability of changing significantly from one collection period to the next.

Correct AnswerverifiedShow Answer

The balanced scorecard approach relies not only on financial performance measures,but includes customers,internal business processes,and organizational learning and growth.

Correct AnswerverifiedShow Answer

Which of the following is NOT a problem commonly found when monitoring?

Correct AnswerverifiedShow Answer

Some benefits of the balanced scorecard include:

Correct AnswerverifiedShow Answer

Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.

Correct AnswerverifiedShow Answer

Among the best-known companies that use customer satisfaction surveys to evaluate service quality in various industries is:

Correct AnswerverifiedShow Answer

In this stage of operational effectiveness,organizations use core capabilities residing in the operations area to obtain a sustainable competitive advantage.

Correct AnswerverifiedShow Answer

In quality control there are two major types of inspection: measurement of a scaled variable and existence of a characteristic.

Correct AnswerverifiedShow Answer

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Measuring _ _ is analogous to product defects in service quality.

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A useful tool for controlling processes such as quality,scrap,turnover,revenues,progress,costs,and so on is the _ _.

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Control Chart

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C

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False

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