Exam 1: Creating Customer Value

Which of the following is one of the four core processes?

Entering into regional trade blocks such as the North American Free Trade Agreement (NAFTA) tends to lessen the competitive pressures on manufacturers located within member countries such as Canada.

Operations management refers to the direction and control of inputs that transform processes into products and services.

An organization is only as effective as its ______

Competitive priorities define the dimensions on which companies should excel in producing their products or services. Which one of the following statements is TRUE?

______ is an index of the output per person or hour worked.

From an operations perspective, a corporate strategy involves which of the following?

Lead time is the elapsed time between the receipt of a customer order and filling it.

Support processes provide key resources, capabilities, or other inputs that allow the core processes to function.

The principles of operations management is strictly for the supervisor to direct customers' traffic.

Consistent quality is the frequency with which the product or service meets any specification.

Which of the following statements is TRUE?

A nested process refers to a process within a process.

An increase in the value of the Canadian dollar relative to other currencies lessens the pressure on manufacturing companies based in Canada to consider locating facilities in low- cost labour countries such as China and India.

An organization is only as effective as its managers.

Which of the following refers to the interconnected network of processes across different firms that produce a service or product to the satisfaction of customers ?

______ refers to an alliance where two firms agree to produce a service or good jointly.

______ is the synchronization of a firm's processes with those of its suppliers and customers to match the flow of materials, services, and information with customer demand.

The combination of quality, time, flexibility, customer experience, and innovation relative to price for a particular customer benefit bundle of goods and services is described as ______ .

Describe briefly the four core processes for using competitive priorities for a major airline of your choice.