• Question 1 When Bill Gates stated that "Microsoft is always two years away from failure," he was emphasizing the importance of
• Question 2 Value chain measures would generally be less valuable to
• Question 3 In choosing performance measures, an organization might consider all of the following criteria except
• Question 4 The service-profit chain model
• Question 5 Productivity is the
• Question 6 Which of the following would be a typical operational-level quality performance measure?
• Question 7 The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?
• Question 8 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?
• Question 9 Which of the following is not a key dimension of service quality?
• Question 10 At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?
• Question 11 Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers?
• Question 12 In regard to the value chain model, efficiency, cost and cycle time would be most related to
• Question 13 Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?
• Question 14 Regarding the service-profit chain model, which of the following is not viewed as internal performance?
• Question 15 The ability to respond quickly to changes in the amount and type of demand is called