Q&A Hero

Q: Customer segments cannot be based on sales volume and profitability. a. True b. False

Q: When data are organized into levels, the highest data level is: A) interval level data. B) nominal level data. C) ordinal level data. D) ratio level data.

Q: Indicate whether the statement is true or false.For firms that adopt innovation as a core component of their strategy, price, not product performance, is the major selling feature.a. Trueb. False

Q: A college data base includes the number of people who are enrolled in each class the college offers. This is an example of: A) nominal data. B) ordinal data. C) interval data. D) ratio data.

Q: Weekly stock closing prices for IBM would be classified as which of the following? A) Cross-sectional data B) Time-series data C) Nominal data D) Ordinal data

Q: In the context of the scope of business and operations performance measurement, which of the following measures is an example of an innovation and learning performance measure? a. Employee satisfaction b. Flow processing or cycle time c. Manufacturing yield d. Product-related litigation

Q: In the context of the types of performance measures, which of the following is a measure of innovation and learning? a. Patent applications b. Employee retention c. Product recalls d. Labor productivity

Q: The human resources department at a major high tech company recently conducted an employee satisfaction survey of 100 of its 3,000 employees. Data were collected on such variables as age, gender, marital status, current salary, level of overall satisfaction on a scale from 1 to 5, number of years with the company, and job title. Which of the variables would be considered to be qualitative data? A) Gender, marital status, job satisfaction, and job title B) Age C) Years with the company D) All variables listed are qualitative.

Q: Which of the following is a quality performance measure at an operational level? a. Customer ratings of goods and services b. Customer retention c. Service representative courtesy d. Product recalls

Q: Key measures of innovation and learning include _____. a. supply-chain performance b. processing time c. percentage of new products developed d. the variance around the average time

Q: The high temperature is recorded each day for a period of 1 year. This is an example of: A) nominal data. B) ordinal data. C) time-series data. D) cross-sectional data.

Q: Measures of _____ focus on an organization's people and infrastructure. a. goods and service design flexibility b. customer and market c. service quality d. innovation and learning

Q: A paint manufacturing company has three factories located in France, Germany, and Spain. The productivity data of the factories are as follows: Factory Location Amount of Paint Produced(US Gallons) Total Input Cost (USD) Spain 4,600,000,000 $5,250,000 Germany 5,500,000,000 $5,250,000 France 4,000,000,000 $3,500,000 Based on the productivity analysis of all the factories, the productivity of the factory in: a. Germany is lower than that of the factory in Spain. b. Spain is higher than that of the factory in France. c. France is higher than that of the factory in Spain. d. France is lower than that of the factory in Germany.

Q: The time required to ramp up to an increased production output level in response to a surge in the sales of a product is a measure of _____. a. budget variance b. volume flexibility c. product recalls d. service upset

Q: General Electric Corporation tracks employee turnover annually. It currently has a data set that contains turnover for the past 20 years. What type of data does it have? A) Time-series data B) Cross-sectional data C) Nominal data D) Ordinal data

Q: Dextron, a privately owned computer technology company, provides a wide range of customized laptops to suit the needs of students, corporate professionals, and small business owners. In this case, Dextron's ability to provide a wide range of customized laptops to suit its customers' needs best describes _____. a. volume flexibility b. design flexibility c. budget variance d. manufacturing yield

Q: When a survey uses the responses strongly disagree, disagree, neutral, agree, strongly agree, this is an example of: A) nominal data. B) ordinal data. C) interval data. D) ratio data.

Q: Which of the following performance perspectives in the balanced scorecard model measures the ultimate value that a business provides to its shareholders? a. The financial perspective b. The internal perspective c. The learning perspective d. The customer perspective

Q: Which one of the following is NOT statistical sampling? A) Simple random sample B) Stratified random sampling C) Cluster sampling D) Convenience sampling

Q: Airline revenue per passenger mile and hotel revenue per full-time employee are examples of _____ measures. a. reliability b. flexibility c. sustainability d. productivity

Q: A sampling plan that requires a person to interview 100 people as they exit a department store would most likely be: A) a simple random sample. B) a convenience sample. C) a systematic random sample. D) a stratified sample.

Q: The ability of an organization to respond quickly to changes in the quantity and type of demand is called _____. a. utility b. reliability c. demand variability d. volume flexibility

Q: In Excel, what procedure is used to select random numbers? A) The random numbers function B) Click on the Data tab, then click on Data Analysis, then click on Sampling C) Click on the Data tab, then click on Data Analysis, then click on Random Number Generation D) Random numbers are not available in Excel.

Q: In the context of the triple bottom line (TBL), which of the following measures includes the number of ethical violations? a. Responsiveness b. Service quality c. Social sustainability d. Customer retention rate

Q: Which of the following statements is true? A) Random samples are easier to select than nonstatistical samples. B) Nonstatistical samples can provide useful data. C) Stratified random sampling involves breaking the population down into geographic subgroups. D) Systematic sampling is an example of nonstatistical sampling.

Q: A value computed from a population is called: A) a statistic. B) a real number. C) a parameter. D) a point estimate.

Q: The innovation and learning perspective in the balanced scorecard model includes measures such as: a. return on investment, economic value added, and shareholder value. b. number of cooperative customercompany design initiatives and percent of sale from new services. c. training hours per employee, hiring process effectiveness, and revenue per employee. d. service-quality levels, design and demand flexibility, and asset utilization.

Q: Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity, flow time, and asset utilization? a. The financial perspective b. The customer perspective c. The innovation and learning perspective d. The internal perspective

Q: The human resources department at a major high tech company plans to conduct an employee satisfaction study by sampling 100 employees from the 3,000 total employees. They plan to use systematic random sampling since the employee file is in alphabetic order. The first employee selected in the study should be: A) the 30th employee. B) employee 1 to 30 randomly selected. C) employee 1 to 100 randomly selected. D) the first employee.

Q: The mayor of a large U.S. city is interested in addressing complaints from many property owners regarding recent property assessments. Many people feel that they are being overtaxed and that their assessments are too high. To study this issue, the mayor plans to hire consultants to randomly select homes in the city and have these homes independently assessed for value. However, she is concerned that the cost of sampling will be very high since the city is spread out over a wide geographical area. To potentially reduce the cost of sampling, which of the following statistical sampling techniques should be applied? A) Cluster sampling B) Ratio sampling C) Simple random sampling D) Stratified random sampling

Q: _____ is the ratio of the output of a process to the input. a. Productivity b. Flexibility c. Variability d. Reliability

Q: Some stores and restaurants have "tell us what you think" cards available for customers. Assuming that angry customers are more likely to take the time to fill these out, this is an example of: A) simple random sampling. B) stratified sampling. C) cluster sampling. D) nonstatistical sampling.

Q: In an assembly line of a factory that makes gears, it takes fifteen minutes to complete a drilling operation using a lathe. The duration of this operation is called _____ time. a. delay b. queue c. processing d. standard

Q: A food warehouse manager plans to conduct a check on damaged packages. The warehouse covers a large area and products are spread out over the entire building. Assuming that no products are more likely to have damaged packages than any other, what statistical sampling method would be used to reduce the time and effort required to do the study? A) Convenience sampling B) Stratified random sampling C) Cluster random sampling D) Systematic random sampling

Q: If a stratified random sample is to be conducted, which of the following is true? A) The population will be broken down into subgroups called strata. B) Each subgroup should contain items that are homogeneous with respect to the characteristic of interest. C) If effective, the total required sample size should be less than that which would be needed if a simple random sample were selected. D) All of the above.

Q: _____ measures the degree to which the output of a process meets customer requirements. a. Learning b. Innovation c. Variability d. Quality

Q: If a systematic random sample is to be selected of size 100 from a population with 5,000 items, the first item selected from the ordered population will be: A) randomly selected between 1 and 100. B) randomly selected between 1 and 50. C) any randomly selected value between 1 and 5,000. D) item 50.

Q: _____ is the ability to provide goods and services to customers with minimum waste and maximum utilization of resources. a. Operational efficiency b. Volume flexibility c. Reliability d. Sustainability

Q: In order to determine a parameter (such as a mean) of a population you would need to conduct a: A) population. B) random sample. C) census. D) statistic.

Q: _____ is the act of quantifying the performance of organizational units, goods and services, processes, people, and other business activities. a. Measurement b. Forecasting c. Fulfillment d. Litigating

Q: The Polson Pole and Fence Company recently did a quality check on the length of fence posts. To do this, each of the 400 posts in inventory was numbered. Numbers from 1 to 400 were placed in a bowl. Twenty numbers were selected from the bowl without looking. These 20 poles were the ones selected for the study. This type of sampling is called: A) cluster sampling. B) simple random sampling. C) nonstatistical. D) convenience sampling.

Q: According to research, which of the following is a key dimension that customers use to assess service quality? a. Operational efficiency b. Flexibility c. Empathy d. Queue time

Q: A grocery store is interested in determining whether its customers are satisfied with the quality of service provided. To collect the necessary data, interviewers have been hired to stand near the store's exits and to survey customers who have the time and interest to be surveyed. This type of sampling is called: A) systematic random sampling. B) ratio sampling. C) convenience sampling. D) stratified sampling.

Q: _____ measures include environmental measures such as energy consumption and recycling and other resource conservation activities. a. Operation efficiency b. Innovation and learning c. Sustainability d. Financial

Q: Another term used for statistical sampling is: A) probability sampling. B) convenience sampling. C) ratio sampling. D) numerical sampling.

Q: The _____ is based on a set of cause-and-effect linkages between internal and external performance, and in this fashion, defines the key performance measurements on which service-based firms should focus. a. Service-Profit Chain model b. value chain model c. balanced scorecard d. Malcolm Baldrige Performance Excellence program

Q: A professor hands out survey forms during her classes, where the population is all students attending the college. This is an example of: A) a convenience sample. B) a simple random sample. C) a stratified sample. D) a cluster sample.

Q: The quantitative modeling of cause-and-effect relationships between external and internal performance criteria is called _____. a. productivity b. operational efficiency c. interlinking d. sustainability

Q: An Internet service provider has the capability of tracking the time that each of its customers spends connected to the Internet during a month. These data would constitute: A) a simple random sample. B) a convenience sample. C) a cluster sample. D) a population.

Q: When an accounting auditor randomly selects 20 accounts from all the accounts to check for accuracy, she has selected: A) a personal observation. B) a sample from the population. C) a census. D) a convenience sample.

Q: _____ is the willingness to help customers and provide prompt recovery to service upsets. a. Responsiveness b. Empathy c. Assurance d. Reliability

Q: In the context of the triple bottom line _____ sustainability measures include corporate ethics and governance. a. environmental b. social c. economic d. political

Q: One of the major challenges for developing a good written questionnaire or telephone survey instrument is that: A) nonresponses are too high. B) there will always be missed data. C) bias cannot be controlled. D) wording can influence responses.

Q: The table below shows the data for the number of pair of shoes produced and the cost incurred by Fancy Trends Inc. for the year 2020. Pair of Shoes Produced 150,000 Cost Incurred Direct Labor Cost $60,000 Energy Cost $5,800 Raw Material Cost $42,000 Based on the given data, the productivity of Fancy Trends Inc. for the year 2020 is _____. a. 1 pair/USD b. 1.39 pairs/USD c. 2 pairs/USD d. 2.46 pairs/USD

Q: In conducting a personal interview, what problem can result if the interviewer is allowed to arbitrarily decide who should be interviewed? A) Nonresponses B) Missing data C) Bias D) Poor response rate

Q: A consumer products company wants to interview customers regarding a new product. If it wishes to adhere to a predetermined pattern of questions in the interview, which of the following would likely be used? A) Structured interview B) Open-end questioning C) Unstructured interview D) Written questionnaire

Q: In the context of the value chain model, when "information replaces assets," the costs increase. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

Q: Which of the following types of questions provide the respondent with the greatest choice in responding to a question?A) Open-end questionsB) Close-end questionsC) Multiple choice questionsD) True/false questions

Q: In the context of the analytics in operations management, it costs three to five times more to keep an existing customer than acquire a new customer. a. True b. False

Q: For which data collection method is it most important to have a polished-looking survey form? A) Telephone survey B) Written questionnaire C) Experimental design D) Personal interview

Q: In developing and conducting a survey, what is the purpose of the pre-test phase? A) To make sure that the cost of developing the survey instrument is not too great B) To generate initial data for analysis C) To catch any problems with the questionnaire before it is fully administered D) To make sure that the respondents like the issues being addressed by the survey

Q: In the context of the value chain model, fewer resources are needed to achieve performance goals when "information replaces assets." a. True b. False

Q: Which of the following data collection methods is most likely to generate the largest nonresponse? A) Mail surveys B) Direct observation C) Telephone surveys D) Personal interviews

Q: With interlinking models, managers can objectively make internal decisions that impact external outcomes. a. True b. False

Q: A tire manufacturing company is interested in obtaining data on stopping distances for each of the three main tread types made by the company. The data collection method that would be most likely used in this case would be: A) telephone survey. B) written questionnaire. C) demographic surveying. D) experiments.

Q: Quality measures the degree to which the output of a process conforms to the management's expectations and requirements. a. True b. False

Q: Actionable performance measures should be meaningful to a company's management and should provide the basis for decisions at the strategic level in an organization. a. True b. False

Q: An Internet service provider wants to determine its level of customer satisfaction. The best data collection method to obtain the results most quickly is: A) experiment. B) telephone survey. C) mailed survey. D) personal interview.

Q: Performance measures should support customer requirements. a. True b. False

Q: The Dalton Company has recently made a decision to build a new plant in Denver. In making this decision it used data supplied by the U.S. Census Bureau. For the Dalton Company, these data are examples of: A) primary data. B) secondary data. C) reliable data. D) experimental data.

Q: Indicate whether the statement is true or false.Actionable measures are not bound by time.a. Trueb. False

Q: A company conducted a survey of its employees to determine their level of satisfaction with various company policies. The data collected from this survey are: A) primary data. B) secondary data. C) experimental data. D) census data.

Q: When business analytics is used to understand past and current performance, it is called _____ analytics. a. decision b. descriptive c. predictive d. prescriptive

Q: A company is interested in determining which of several advertising layouts is most effective at generating additional sales. The data collection tool that would most likely be used in this situation is: A) telephone survey. B) mail questionnaire. C) experiment. D) observation.

Q: North Zone Bank gives all its customers a complimentary credit card along with a custom-made wallet when they open an account with the bank. The credit card and the wallet are examples of _____ offered by the bank. a. peripheral goods b. core offerings c. intangible products d. primary goods

Q: Based on a survey of 400 students in a university in which 20 percent indicated that they were business majors. The university student newspaper reported that "20 percent of all the students at the university are business majors." This report is an example of: A) a sample. B) a population. C) statistical inference. D) descriptive statistics.

Q: _____ is a key activity performed by operations managers that involves deciding the best way to assign people to work tasks and responsibilities. a. Forecasting b. Process design c. Job design d. Reengineering

Q: The summaries of data, which may be in forms of tabular, graphical, or numerical, are referred to as: A) inferential statistics. B) descriptive statistics. C) statistical inference. D) report generation.

Q: Service encounter design is a key activity performed by operations managers that involves: a. managing the flow of materials, information, people, and money from suppliers to customers. b. ensuring that the right amount of resources is available when needed. c. predicting the future demand for raw materials, finished goods, and services. d. determining how to recover from service upsets.

Q: When the California Highway Patrol states that a study of drivers on a rural highway shows that the average speed is between 62.5 mph and 64.5 mph, they are most likely basing this statement on: A) descriptive statistics. B) estimation. C) hypothesis testing. D) graphical analysis.