1. 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 2. 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 3. 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. \begin{tabular}{|l|l|l|} \hline Pair of Shoes Produced & & 150,000 \\ \hline Cost Incurred & Direct Labor Cost & $60,000 \\ \hline & Energy Cost & $5,800 \\ \hline & Raw Material Cos & $42,000 \\ \hline \end{tabular} 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 4. A paint manufacturing company has three factories located in France, Germany, and Spain. The productivity data of the factories are as follows: 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. 5. 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 6. 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 7. 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 8. Which of the following performance perspectives in the balanced scorecard model includes the percent of sale from new goods and services? a. The financial perspective b. The innovation perspective c. The learning perspective d. The customer perspective 9. In the context of the value chain model, fewer resources are needed to achieve performance goals when "information replaces assets." a. True, b. False 10. In the context of the triple bottom line (TBL), which of the following is a performance measure of economic sustainability? a. Fines for environmental violations b. corporate ethics and governance c. Revenue from new goods and services d. Measures of perceived value 11. 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 12. 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 13. 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 14. 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 15. In the context of the triple bottom line sustainability measures include corporate ethics and governance. a. environmental b. social c. economic d. political 16. The innovation and learning perspective in the balanced scorecard model includes measures such as: a. returns on investment, economic value added, and shareholder value. b. number of cooperative customer-company design initiatives and percentage 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. 17. 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 servicebased firms should focus. a. Service-Profit Chain model b. value chain model c. balanced scorecard d. Malcolm Baldrige Performance Excellence program 18. With interlinking models, managers can objectively make internal decisions that impact external outcomes. a. True b. False 19. Which of the following is a financial performance measure at an organizational level? a. Cost of quality b. Revenue and profit c. Budget variance d. Labor and material costs 20. 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