_____ represent the strategic emphasis that a firm places on certain performance measures and operational capabilities within a value chain.

  Order winners

  Value chain processes

  Competitive priorities 

  Order satisfiers

Sustainability is best described as _____.

  mass customization

  an organizational strategy 

  a competitive priority

  design flexibility

As time-on-hold waiting decreases, customer satisfaction rating increases. This is an example of _____.

  value of a loyal customer

  productivity index

  interlinking

  flexibility

The balanced scorecard is designed to be linked to an organization's strategy.

  True

 False

Operations design choices include all of the following EXCEPT _____.

  value chain integration and outsourcing

  type of processes

  operating plans and controls 

  inventory and service capacity

!

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

  value of a loyal customer

  sustainability

  reliability

  productivity

A firm’s ability to achieve market and financial superiority over its competitors is called _____.

  competitive priority

  operations strategy

  competitive advantage 

  strategic planning

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

  Quality

  Depreciation

  Variability

  Frequency

_____ is the quantitative modeling of cause-and-effect relationships between internal and external performance criteria.

  Strategic planning

  Learning

  Forecasting

  Interlinking 

_____ have the primary responsibility to design and manage the processes and associated resources that create value for customers.

  End users

  First-line supervisors

  Testers

  Operations managers 

!

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

  design flexibility

  innovation and learning 

  speed

  productivity

Operational capabilities must be built before a firm identifies competitive priorities.

  True

  False

A(n) _____ defines how an organization will execute its chosen business strategies.

  competitive strategy

  corporate strategy

  operations strategy

  functional strategy

Quality improvement initiatives generally increase market share in the long term and also increase profitability in the short term.

 True

 False

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

  Quality control

  Workforce

  Learning and innovation systems

  Market segment 

Of the four models of organizational performance, which two focus on the “big picture” of organizational performance rather than on the operational-level framework?

  Baldrige Performance Excellence framework and the value chain model

  The value chain model and the Service-Profit Chain

  Baldrige Performance Excellence framework and the balanced scorecard 

  Balanced scorecard and the Service-Profit Chain

Which of the following is a key competitive priority based on which organizations can compete?

  Innovation 

  Infrastructure

  Reliability

  Sustainability

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

  Design flexibility

  Earnings per share

  Product-related litigation

  Employee satisfaction 

_____ sustainability is driven by ethics and human ideals of protecting the planet and its people for the well-being of future generations.

  Political

  Environmental

  Economic

  Social 

Which of the following expressions is used to measure productivity?

  Quality of output/Quantity of input

  Quality of input/Quantity of output

  Quality of output/Quantity of input

  Quantity of input/Quantity of output

The _____ of a firm are the strengths that are unique to that organization.

  vision statements

  strategy developments

  strategic missions

  core competencies

In class, the instructor noted one of the biggest misconceptions regarding operations planning and strategic planning is that they are two unrelated business functions.

  True

  False

In class, why did the instructor suggest that developing a functional operations strategy is an important factor in an organization overall success?

 It is useful tool in the design process of new products and services.

   It is fundamental in designing a high performance work system.

   It allows all of the lower level employees to actively voice their opinions.

   It bridges potential gaps between short-term objectives and long-term strategic goals.

In class, what was emphasized as a key component to measuring performance?

  Adhering to proper operating procedures.

  Establishing an accurate baseline.

  Creating a comprehensive training matrix.

  Establishing several specific SMART Goals.