Questions:
1. Which of the following is NOT a problem commonly found when monitoring?
2. In this stage of operational effectiveness, organizations use core capabilities residing in the operations area to obtain a sustainable competitive advantage.
3. Which one of the following perceptual measures corresponds to a company that is in the internally supportive stage of operational effectiveness?
4. Which one of the following perceptual measures corresponds to a company that is in the internally neutral stage of operational effectiveness?
5. Some benefits of the balanced scorecard include:
6. With respect to strategy maps and balanced scorecards, which of the following is FALSE?
7. Which of the following statements is FALSE?
8. FMEA stands for:
9. As control involves both mechanistic and human elements, it is one of the manager's most difficult tasks. Which of the following is the best answer about desirable characteristics of control systems?
10. Which of the following is FALSE regarding statistical sampling for control purposes?
11. Which of the following is NOT a step in constructing control charts?
12. Which of the following distributions can best represent the number-of-defects c chart?
13. Which of the following characteristics makes it EASIER to measure the quality of a service, relative to that of a product or facilitating good?
14. Among the best-known companies that use customer satisfaction surveys to evaluate service quality in various industries is:
15. Service defections are important in process control for services because:
16. 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.
17. There are five stages of effectiveness in terms of the role their operations play in terms of strategic business objectives.
18. Departments within a stage 2 organization may exhibit a stage 3 orientation, thereby upgrading the organization to a stage 3 categorization.
19. The balanced scorecard approach relies not only on financial performance measures, but includes customers, internal business processes, and organizational learning and growth.
20. Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.
21. Strategy maps can help define a balanced scorecard.
22. ISO 9000 is a series of standards covering environmental management systems, auditing, labeling, and life-cycle assessment.
23. In quality control there are two major types of inspection: measurement of a scaled variable and existence of a characteristic.
24. When calculating ranges for particular variables, it is mathematically possible to obtain negative variables; in such an event, one should set zero for that variable range.
25. In services, a product defect is analogous to a defecting customer-a customer who takes their business elsewhere.
26. A useful tool for controlling processes such as quality, scrap, turnover, revenues, progress, costs, and so on is the _________ _________.
27. Measuring _________ _________ is analogous to product defects in service quality.