(Solved): bus 384 Concept Check 2.4- 2.9...

BUS384:   Concept Check 2.4- 2.9

Submitted 24 May

In the context of performance measures, the ability to adapt quickly and effectively to changing requirements is called _____.
     a. innovation    

     b. empathy    

     c. variability    

     d. flexibility

_____ refers to the ability to create new and unique goods and services that delight customers and create competitive advantage.
     a. Reliability    

     b. Empathy    

     c. Innovation    

     d. Responsiveness
    

Which of the following is a key measure of an organization's innovation and learning?
     a. Asset utilization    

     b. Resource conservation activities    

     c. Units produced per labor hour    

     d. Intellectual asset growth

_____ refers to creating, acquiring, and transferring knowledge, and modifying the behavior of employees in response to internal and external change.
     a. Learning    

     b. Innovation    

     c. Measurement    

     d. Retention

Which of the following is an example of a productivity measure?
     a. Manufacturing yield    

     b. Hotel revenue per full-time employee    

     c. Supply-chain performance    

     d. Times to set up machinery and equipment

The triple bottom line (TBL or 3BL) refers to the measurement of _____ sustainability.
     a. political, economic, and governmental    

     b. environmental, technological, and political    

     c. environmental, social, and economic    

     d. governmental, social, and political

In the context of the triple bottom line (TBL or 3BL), which of the following is a social sustainability measure?
     a. Consumer and workplace safety    

     b. Donations to civic groups    

     c. Energy consumption    

     d. Legal or governmental sanctions

The value of a loyal customer (VLC) quantifies the:
     a. annual revenue or profit from a target market customer that goes to competitors.    

     b. cost savings from keeping an existing customer rather than finding a new customer.    

     c. total revenue or profit each target market customer generates over the buyer's life cycle.    

     d. annual advertising expense that is saved by providing better service to gain positive referrals.

While computing the value of a loyal customer (VLC), the customer defection rate is used to determine the _____.
     a. revenue per unit    

     b. contribution margin to profit and overhead    

     c. repurchase frequency    

     d. buyer's life cycle

Actionable performance measures provide the basis for decisions at the:
     a. customer level.    

     b. level at which they are applied.    

     c. supplier level.    

     d. level where measurement is the easiest.

Which of the following is true of actionable measures?
     a. They are not related to the user.    

     b. They reflect how an organization generates value to customers.    

     c. They reflect how an organization generates value to the organization itself.    

     d. They are not time bound.

Which of the following perspectives in the balanced scorecard model is most meaningful to operations managers?
     a. The financial perspective    

     b. The internal perspective    

     c. The learning perspective    

     d. The customer perspective

Which of the following is the purpose of a balanced scorecard?
     a. To translate strategy into measures that uniquely communicate an individual's vision to an organization    

     b. To quantify the performance relationships between all parts of the value chain    

     c. To help justify improvement initiatives in job and process design, capacity and scheduling, and facility design    

     d. To encourage the development of high-performance management practices through innovation, learning, and sharing of best practices

The measures used by organizations to measure outputs and outcomes include:
     a. intellectual and research assets.    

     b. training hours per employee.    

     c. the number of ethical violations.    

     d. defects per million opportunities.

Which of the following is true of the value chain model of organizational performance?
     a. It creates customer value and drives profitability.    

     b. It determines whether a company's processes are meeting customers' expectations.    

     c. It provides detailed frameworks for operations managers.    

     d. It provides more of a "big picture" of organizational performance.