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business
management leadership

Questions and Answers of Management Leadership

What is the impact of facility decisions on a supply chain?
Why is demand management important for effective supply chain management?
What are business clusters? Provide several examples of business clusters in a variety of countries. What are the advantages of clustering?
What are the factors influencing facility location?
Discuss the major regional trade agreements in Asia, Africa, Europe, Latin America and North America.
What is the World Trade Organization and what is its role in world trade?
What are the critical factors in making community and site decisions?
Discuss Wal-Mart’s location strategy.
Define quality of life. Why is quality of life an important factor in facility location? Is the set of quality-of-life factors used by the Chamber of Commerce in Jacksonville, Florida, a good one?
What is a right-to-work state? What are the advantages or disadvantages of doing business in a right-to-work state?
Why is China an attractive location for many businesses?
What are the challenges of doing business in China?
Discuss the six strategic roles of a foreign facility.
What is sustainable development and why is this policy important to a country and the world at large?
What is the difference between green development and sustainable development?
The Soft Toys Company has collected information on fixed and variable costs for four potential plant locations.a. Plot the total cost curves for the four plant locations on a single graph.b. Compute
The Bruhaha Brewery is planning to expand internationally. The company has identified six critical location factors and their relative weights. The scores for each of the three potential sites are
Why is the service sector in the U.S. and other highly developed economies growing more rapidly than the manufacturing sector?
Describe the primary differences between goods and service firms.
Give an example of a single-factor productivity measure and a multiple-factor productivity measure. Using the formula for productivity, describe all the ways that firms can increase productivity.
Define Baumol’s disease and the Wal-Mart effect and how they affect service-oriented economies like the U.S.
Discuss the primary issues in the management of global services.
What are the three generic strategies that services use to compete? Give examples.
When customers purchase a service, they are actually getting a bundle of service attributes. List and describe these attributes using a car-rental agency, a convenience store and a radio station.
Provide some examples of front-of-the-house and back-of-the-house service operations.
What are some things service firms can do to monitor customer satisfaction?
Why are service locations so important?
Discuss the principal design objectives for service layouts.
How do supply chain management activities differ between services and manufacturing companies? In what ways are these activities alike?
What are the four concerns of service response logistics?
Define service capacity and provide three examples of it that were not listed in the text.
Define capacity utilization. What is an ideal utilization? Can utilization ever be greater than 100 percent? Explain.
Describe how you would use a level and a chase demand capacity utilization strategy.
What are some alternatives to hiring and laying off workers to vary service capacity as demand varies?
Can customers be used to provide extra service capacity? Explain.
Describe some demand management techniques that are used when demand exceeds capacity and when capacity exceeds demand.
How can firms make use of excess capacity?
What are the two elements managers must pay attention to, when managing queues, to maximize customer satisfaction?
What are the primary elements to consider when designing any queuing system?
Define the terms “balking” and “reneging.” How could a firm minimize them?
What is a virtual queue? When might one be used?
What type of queuing system does a three-channel, four-phase system refer to?
Explain and give examples of Maister’s First and Second Laws of Service.
If you have designed an effective queuing system, why is it still necessary to practice waiting time management on some occasions?
What are the distribution channel alternatives for a weather service? A souvenir shop? A marriage counselor?
What is a microfranchise? Would these be good for a developing country? For the U.S.?
Describe the important issues in the international expansion of services.
Describe and give examples of a pure Internet distribution strategy and a mixed Internet distribution strategy. Find your examples on the Internet.
How is service quality related to customer service and satisfaction?
Describe the five dimensions of service quality for a dentist’s office, how performance in these dimensions might be measured and how recoveries might be handled for failures in each of the service
Can recovery from a poor service quality incident be a good thing? Explain.
For the previous month, the Ellram Lounge served 1,500 customers with very few complaints. Their labor cost was $3,000; material cost was $800; energy cost was $200; and building lease cost was
For the office layout shown below and the accompanying trip and distance matrices, determine the total distance traveled per day. Find another layout that results in a lower total distance traveled
For the office layout shown in question number 2, determine the closeness desirability rating using the rating table below. Treat the hallway as if it doesn’t exist (i.e., the Production and
Oana’s Cat Care needs help in her grooming business as shown below for the five-day workweek. Determine a full- and part-time work schedule for the business using the fewest number of workers.
Given an average service rate of twelve customers per hour, what is the probability the business can handle all the customers when the average arrival rate is ten customers per hour? Use the Poisson
With an average service rate of twelve customers per hour and an average customer arrival rate of ten customers per hour, calculate the probability that actual service time will be less than or equal
Stella can handle about ten customers per hour at her one-person comic book store. The customer arrival rate averages about six customers per hour. Stella is interested in knowing the operating
How would Stella’s queuing system operating characteristics change for the problem above if she added another cashier and increased her service rate to twenty customers per hour?
What does process integration mean and why is it difficult to achieve?
What makes a supplier or customer a key or primary trading partner? Describe why it is important to begin supply chain management efforts with only these key companies.
What is the difference between the customer service management process and the customer relationship management process?
Is it necessary to have internal performance measures for each of the supply chain business processes? Why or why not?
Which should come first—internal process integration or external process integration? Why?
Why is an ERP system important for both internal and external process integration? What other IT considerations are there?
What are knowledge management solutions and how can they support a firm’s supply chain integration efforts? Give some examples.
Why is lack of trust an obstacle to supply chain management? How can we overcome this obstacle?
Why is visibility so important when integrating processes?
Define the bullwhip effect and describe how it impacts supply chain integration or how integration impacts the bullwhip effect.
What is cloud-based supply chain management and how might it impact process integration?
What is the difference between supply chain management and supply chain process integration?
Define the term collaborative education and explain what this has to do with supply chain management.
Describe an incidence either personally or at work where you have been involved in shortage gaming.
What is everyday low pricing and how does it impact the bullwhip effect?
What is the difference between supply chain risk management and supply chain security management? Which do you think is most important?
What types of supply chains are most likely to be impacted by risk and security problems? Why?
List some steps firms can take to reduce supply chain risk and increase security.
Do you think there is a relationship between performance measurement and a firm’s competitiveness and profitability? Explain.
What do customers have to do with good performance measures?
How should performance measures be viewed from a supply chain perspective?
In building supply chain competencies, what are the trade-offs that must be considered?
What risk do managers take when they view their firm’s performance solely in financial terms?
List some of the traditional performance measures, and describe their value in today’s competitive climate.
Discuss the use of performance standards and performance variances. Do schools and universities use them? How can they be damaging to the organization?
What is the difference between a total productivity measure and a single-factor productivity measure? Provide an example.
Using the formula for productivity, (outputs)/(inputs), what are all the ways that productivity can be increased?
Cindy Jo’s Hair Salon is concerned about their rising costs of supplies, energy and labor, so they are considering investing in better equipment, which hopefully will reduce the time required to
What are the advantages and disadvantages of using labor utilization as a performance measure? Do these same arguments apply to machine utilization?
How could you increase labor productivity without increasing labor utilization?
Using the formulas provided for utilization calculate the utilization of your classroom.
How do world-class performance measures differ from, say, financial performance measures?
How should a firm extend their performance measures to include other supply chain members?
What are demand-driven supply networks, and what role do performance measures play in these networks?
Why should supply chains begin using green performance measures? Provide some examples of green supply chain performance measures. How would these differ from green performance measures for one firm?
What is a carbon footprint, and how can firms reduce theirs?
Describe the four perspectives of the balanced scorecard. How is this model different from a set of world-class performance measures?
What are the steps in developing a balanced scorecard?
How is a scorecard different from a dashboard?
What are the five process categories of the SCOR model, and which one do you think is most important?
Describe what happens as a firm progress through the standardized levels of process detail in the SCOR model.

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