Operations Management: Strategy and Quality Management for the Digital Age

Question 1 According to the lecture, service operations may involve the provision of: 1 point   A. Attention   B. Advice   C. Access   D. All of the above…

8. Question 8 SERVQUAL measures which of the following? 1 point   A. Expectation Gap   B. Perception Gap   C. Satisfaction Gap   D. All of the above

10. Question 10 Which of the following was NOT mentioned in the lecture as an innovation for the Progressive Insurance Company? 1 point   A. Mobile claims adjusters   B….

9. Question 9 Which of the following is a type of service failure? 1 point   A. Task failure   B. Treatment failure   C. Equipment failure   D. All…

4. Question 4 The notion of service operation variability comes from which of the following? 1 point   A. Customers   B. Providers   C. Environment   D. All of…

Question 10 According to the lecture, which of the following is NOT a way that the company can distinguish itself from the competition? 1 point   A. Be Cost leader…

Question 9 In creating operations strategy, the strategic trade-off model emphasizes that the company has to trade-off one priority against the other. 1 point   A. Ture   B. False…

Question 8 According to the lecture, ________ is an area that companies can prioritize to compete in the market. 1 point   A. Cost (Low cost product vs High cost)…

Question 8 What are competitive priorities? 1 point   A. List and the names of the actual competitors within the industry   B. The different areas/priorities that the company can…

Question 7 In the lecture, Critical Success Factor refers to: 1 point   A. The elements of operations strategy and organizational structure that made a company successful   B. The…