BUS 430 WEEK 3 QUIZ 2
BUS 430 Week 3 Quiz 2
TRUE/FALSE
1.
Having a large number of performance measures is much better than having a
selected few.
2. Measuring and
reporting performance results can be a motivator for many workers.
3. The only
important measurement category in business is financial.
4. Return on
assets would normally be classified as a productivity measure.
5. Good customer
satisfaction measurement systems are designed to provide information about
future buying behavior.
6. Quality
measures the degree to which the output of a process conforms to management's
expectations and requirements.
7. Service quality
measures are generally based on data collected from observing front-line
operations.
8. Reliability is
the ability to perform a service dependably and accurately.
9. Assurance is
the willingness to help customers and provide prompt recovery to service
upsets.
10. Empathy is the caring
attitude and individualized attention provided to customers.
11. Measures and
indicators of product and service performance that have a strong correlation
with customer satisfaction are appropriate to monitor.
12. Most of the five
dimensions of service quality pertain to behavioral characteristics, which
makes them easier to measure.
13. Errors in service
creation and delivery are sometimes called service upsets.
14. Speed is usually
measured in clock time, whereas reliability of a time-based measure is usually
measured in quantifying the variances in average performances or targets.
15. Queue time is a fancy
term for service time variance.
16. Having intensive care
nurses on call in case of a dramatic increase in patient demand is an example
of design flexibility.
17. Design flexibility is
the ability to respond quickly to changes in the volume and type of demand.
18. Productivity is more
closely related to effectiveness than efficiency.
19. As output decreases
for a constant level of input, productivity also decreases.
20. It costs 3 to 5 times
more to keep an existing customer than to acquire a new customer.
21. The "value of a
loyal customer" links customer satisfaction and loyalty to a firm's
profitability measures.
22. Any measure a firm
chooses to use should provide the basis for making executive-level strategic
decisions.
23. Health care and
educational organizations were eligible for the Malcolm Baldrige National
Quality Award since its inception in 1987.
24. Although the award
from the Malcolm Baldrige National Quality Award Framework receives the most
attention, the primary purpose of the program is to provide a framework for
performance excellence through self-assessment to understand an organization's
strengths and weaknesses, thereby setting priorities for improvement.
25. In the Baldrige Award
criteria, the Business Results category focuses on how an organization selects,
gathers, analyzes, manages, and improves its data, information, and knowledge
assets.
26. The Leadership
category of the Baldrige criteria includes how an organization addresses its
public and community responsibilities.
27. Employee satisfaction
might be considered as a lagging indicator of employee turnover.
28. The balanced scorecard is designed to
be linked to an organization's strategy.
29. The balanced scorecard model uses the
same categories as the Baldrige Award.
30. The value chain model is probably the
dominant model for operations managers.
31. The service-profit chain model is based
on understanding cause-and-effect linkages among performance measures.
32. The quote "Happy employees create
happy customers" best characterizes the Service-Profit Chain (SPC) model.
MULTIPLE CHOICE
SHORT ANSWER
PROBLEM
1. 1. Using the
information provided in the table below, determine the percentage change in
productivity from 2009 to 2010.
2. Using the information
below, determine the productivity (measured as output per dollar input) for the
each quarter and calculate the percentage change in productivity.
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