management 300 Chapter 4

Which of the following is not generally considered a competitive priority? a. time b. flexibility c. innovation d. infrastructure

Using the Four Key Decision Loops in Professor Terry Hill's Generic Strategy Framework, which statement is true? a. The four loops are highly integrated and require improvement cycles. b. The first loop ties strategy to operations. c. Operations has no input loop into corporate strategy or marketing strategy. d. Infrastructure decisions must come before marketing strategy decisions.

Which one of the following statements in the Lawn Care Company (LCC) case study is true? a. The LCC already had experience and capabilities in the residential lawn application service and market segment, and was considering using this expertise to enter the golf and park market segment. b. The gross margin on grass seed and fertilizer were higher than on the lawn application service. c. Service management skills play a major role in the LCC current strategy and vision of the business. d. The order winner for the current strategy at LCC is high physical goods quality.

With regard to the three types of attributes customers use in evaluating the quality of goods and services, a vacation would best be classified as high in a. Search attributes b. Experience attributes c. Credence attributes d. Competitive advantage attributes

In time sequence, which of the following needs to be accomplished first? a. Understand customer wants and needs b. Design and deliver customer benefit package c. Build and leverage operational capabilities d. Hire creative engineers

A firm's ability to achieve market and financial superiority over its competitors is called a. Operations strategy b. Strategic planning c. Competitive advantage d. Competitive priority

In an automobile, which of the following would not be considered an order winner? a. Self-parking capability b. Voice-activated music system c. Front-seat airbags d. Collision-avoidance system

Requirements that are expected in a good or service are called a. Order Qualifiers b. Order Satisfiers c. Order Exciters d. Order Winners

Goods and service features that differentiate one customer benefit package from another are called a. Order Qualifiers b. Order Satisfiers c. Order Exciters d. Order Winners

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with buying furniture would best be classified as a. search attributes b. experience attributes c. credence attributes d. reflect attributes

The ____ of a firm defines the strengths that are unique to that organization. a. strategy development b. strategic mission c. vision statement d. core competencies

____ attributes are most likely to be experienced by the customer when using estate planning services. a. Search attributes b. Experience attributes c. Credence attributes d. Order winners

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with having a meal in a restaurant such as taste of the food and courtesy of the server would best be classified as a. search attributes b. experience attributes c. credence attributes d. reflect attributes

With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with the features of a new laptop computer such as processor speed and hard disk capacity would best be classified as a. search attributes b. experience attributes c. credence attributes d. reflect attributes

In regard to ways customers evaluate services compared to their evaluation of goods, which of the following is not true? a. For services, customers seek and rely more on personal sources of information. b. Customers normally adopt innovations in services faster. c. Customers perceive greater risk when buying services. d. Dissatisfaction with services is often the result of a customer's inability to properly perform or co-produce their part of the service.

Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods? a. Customers rely on more information from personal sources. b. Customers perceive greater risks. c. Customers cannot form a priori expectations of expected service quality. d. Dissatisfaction often results from a customer's inability to properly co-produce the service.

Regarding quality, which statement is not true? a. Businesses offering premium quality goods usually have larger market share and are early entrants into their market. b.. Quality is positively and significantly related to higher return on investment for almost all kinds of market situations. c.. A strategy of quality improvement usually leads to increased market share but at a cost in terms of reduced short-run profits. d. High goods quality producers can usually excel by charging low prices.

Families of goods or services having similar characteristics or methods of creation are called a. Core competencies b. Corporate strategy c. Strategic business units d. Functional strategy

Which of the following would not constitute an element of operations infrastructure? a. Market segmentation b. Workforce c. Quality control d. Learning and innovation systems

Operations design choices include all of the following except a. Operating plans and controls b. Type of processes c. Value chain integration and outsourcing d. Inventory and service capacity

Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is a. Operations evaluates the implications of competitive priorities in terms of process choices and infrastructure b. Operations determines if process choice decisions and capabilities are consistent with infrastructure capabilities c. Operations input into corporate and marketing strategy d. Ties together corporate strategy and marketing strategy

Considering the work force component of infrastructure, which term does not fit with the others in a service environment? a. Customer contact skills b. Cross-training c. Task-oriented d. Empowered

The text uses McDonald's to exemplify Professor Terry Hill's Generic Strategy Framework. The operating design choices of resource scheduling, inventory placement and control and standardized operational and job procedures relate best to the corporate objective of a. Profitable growth b. Operational excellence c. Leverage strengths through innovation and technology d. Diversity

Which one of the following statements best represents McDonald's approach to global business? a. One brand cannot be all things to all people.. b. Extensive use of outside trainers c. Using alternative technologies to make French fries d. Use of primarily manual information systems

Which one of the following statements is true with respect to McDonald's operations and strategy? a. The #1 competitive priority is demand flexibility. b. Prof. Terry Hill's strategy framework cannot be applied to services such as McDonald's. c. There is only one standardized way (process) to make French fries in over 30,000 stores worldwide. d. McDonald's vision is to produce the world's best hamburger.