Question 1

Explain how sustainability is related to operations strategy.

Accepted Answer

Sustainability is defined using three di...

Question 2

Using the four key decision loops in Professor Terry Hill's generic strategy framework, which of the following statements is TRUE of the first loop?

Accepted Answer

A)  It ties together an organization's corporate strategy and marketing strategy.
B)   It describes how operations evaluate the implications of competitive priorities in terms of process choice.
C)   It determines if process choice decisions are consistent with infrastructure decisions.
D)   It represents operations' input into the corporate and marketing strategy.

Question 3

_____ is a pattern that integrates an organization's major goals, policies, and action sequences into a cohesive whole.

Accepted Answer

A)   Strategy
B)   Core competency
C)   Sustainability
D)   Vision statement

Question 4

_____ are those that a customer can determine prior to purchasing goods or services.

Accepted Answer

A)   Search attributes
B)   Experience attributes
C)   Credence attributes
D)   Variant attributes

Question 5

Which of the following does NOT describe how customers evaluate services in a manner that differs from the way they evaluate goods?

Accepted Answer

A)   Customers rely more on information from nonpersonal sources when evaluating services prior to purchase.
B)   Customers perceive greater risks when buying services than when buying goods.
C)   Customers can form prior expectations of expected service quality.
D)   Dissatisfaction often results from a customer's inability to properly perform or co-produce his or her part of a service.

Question 6

A flexibility strategy requires a capacity for both design and demand flexibility.

Accepted Answer

A) True 
 B)False

Question 7

The customer benefit package that a firm designs is meant to appeal to all customers.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following would NOT constitute an element of operations infrastructure?

Accepted Answer

A)   Market segmentation
B)   Workforce
C)   Quality control
D)   Learning and innovation systems

Question 9

Improving design quality usually allows a firm to charge higher prices and thus increase revenue and profit.

Accepted Answer

A) True 
 B)False

Question 10

McDonald's defines four sustainability initiatives. Which of the following is NOT an example of one of its four sustainability initiatives?

Accepted Answer

A)   Environmental scorecard
B)   Service-encounter design
C)   Supplier audits for animal welfare
D)   Packaging from renewable materials

Question 11

How do customers evaluate services differently from manufacturing, and what implications do these have for operations?

Accepted Answer

Customers seek and rely more on informat...

Question 12

Families of goods or services having similar characteristics or methods of creation are called _____.

Accepted Answer

A)   core competencies
B)   corporate strategies
C)   strategic business units
D)   customer benefit packages

Question 13

Formal marketing research, such as surveys and focus groups, is the only useful approach to learn about customer needs and expectations.

Accepted Answer

A) True 
 B)False

Question 14

With regard to ways customers evaluate services compared to goods, which of the following is NOT true?

Accepted Answer

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 results 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.

Question 15

The style and fit of a jacket can be classified as a(n)  _____.

Accepted Answer

A)   search attribute
B)   experience attribute
C)   credence attribute
D)   variant attribute

Question 16

Southwest Airlines has gained a competitive advantage by focusing on innovation as a key competitive priority.

Accepted Answer

A) True 
 B)False

Question 17

Of the three types of attributes customers use to evaluate goods and services, goods are high in search attributes, while services are high in experience and credence attributes.

Accepted Answer

A) True 
 B)False

Question 18

Professor Terry Hill's operations strategy framework provides a systems perspective of how operations are linked to corporate and marketing strategies.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is NOT generally considered a competitive priority?

Accepted Answer

A)   Sustainability
B)   Flexibility
C)   Innovation
D)   Quality

Question 20

To correctly identify what customers expect requires being "close to the customer." Discuss.

Accepted Answer

To correctly identify what customers exp...

Exam 4: Operations Strategy

How do customers evaluate services differently from manufacturing, and what implications do these have for operations?

Correct AnswerverifiedCustomers seek and rely more on informat...View AnswerShow Answer

Which of the following does NOT describe how customers evaluate services in a manner that differs from the way they evaluate goods?

Correct AnswerverifiedShow Answer

Southwest Airlines has gained a competitive advantage by focusing on innovation as a key competitive priority.

Correct AnswerverifiedShow Answer

Families of goods or services having similar characteristics or methods of creation are called _____.

Correct AnswerverifiedShow Answer

A flexibility strategy requires a capacity for both design and demand flexibility.

Correct AnswerverifiedShow Answer

The customer benefit package that a firm designs is meant to appeal to all customers.

Correct AnswerverifiedShow Answer

The style and fit of a jacket can be classified as a(n) _____.

Correct AnswerverifiedShow Answer

Which of the following is NOT generally considered a competitive priority?

Correct AnswerverifiedShow Answer

Of the three types of attributes customers use to evaluate goods and services, goods are high in search attributes, while services are high in experience and credence attributes.

Correct AnswerverifiedShow Answer

_____ are those that a customer can determine prior to purchasing goods or services.

Correct AnswerverifiedShow Answer

Which of the following would NOT constitute an element of operations infrastructure?

Correct AnswerverifiedShow Answer

Explain how sustainability is related to operations strategy.

Correct AnswerverifiedSustainability is defined using three di...View AnswerShow Answer

Improving design quality usually allows a firm to charge higher prices and thus increase revenue and profit.

Correct AnswerverifiedShow Answer

To correctly identify what customers expect requires being "close to the customer." Discuss.

Correct AnswerverifiedTo correctly identify what customers exp...View AnswerShow Answer

Professor Terry Hill's operations strategy framework provides a systems perspective of how operations are linked to corporate and marketing strategies.

Correct AnswerverifiedShow Answer

McDonald's defines four sustainability initiatives. Which of the following is NOT an example of one of its four sustainability initiatives?

Correct AnswerverifiedShow Answer

Using the four key decision loops in Professor Terry Hill's generic strategy framework, which of the following statements is TRUE of the first loop?

Correct AnswerverifiedShow Answer

With regard to ways customers evaluate services compared to goods, which of the following is NOT true?

Correct AnswerverifiedShow Answer

_____ is a pattern that integrates an organization's major goals, policies, and action sequences into a cohesive whole.

Correct AnswerverifiedShow Answer

Formal marketing research, such as surveys and focus groups, is the only useful approach to learn about customer needs and expectations.

Correct AnswerverifiedShow Answer

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Customers seek and rely more on informat...
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Sustainability is defined using three di...
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To correctly identify what customers exp...
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Correct Answer
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