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business
operations and supply chain management

Questions and Answers of Operations And Supply Chain Management

Select one of the OM challenges and investigate it in more detail. Prepare a 5-10-minute presentation on what you found.
What are the major problems facing the credit card division?
What are the eight performance measure categories for organizations?
What steps are required to develop a good internal and external performance and information system?
What is a customer-satisfaction system?
Define goods quality and service quality.
Is the real service level what is measured internally or externally? Explain your reasoning.
What are five dimensions of service quality?
What are your final recommendations?
Define service upsets and give an example from personal experience.
The performance measure “time” relates to what two performance dimensions?
Define goods and service design flexibility and volume flexibility.
Define innovation and learning.
Define productivity and operational efficiency.
Define interlinking. Why is it important?
Define the value of a loyal customer. Why is it important?
How are the customer defection and customer retention rate related?
What are some of the questions IBM uses to evaluate performance measures?
Define actionable measures.
Explain the Baldrige Model of Organizational Performance.
What are the four performance categories of the balanced scorecard approach to performance measurement?
What is the primary theory of the service-profit chain model of organizational performance?
Select an organization you are familiar with or have an interest in and write a short two-page paper describing key performance metrics in that industry and firm using the format of Exhibit 2.1.
What are the implications of Marriott’s quote “Happy employees create happy customers”? What does this mean for human resource management?
Research suggests that customers use three types of attributes in evaluating the quality of goods and services: search, experience, and credence. This classification has several important
Evaluate a customer's retail store experience in terms of search, experience, and credence attributes. Provide some examples and explain why they can be classified as search, experience, and credence
Define mass customization and provide two examples.
Define in detail the attributes of “value” when buying and co-designing a $50,000 wedding ring. What creates a buying experience that would delight the customer?
What is innovation? Provide two examples from well-known companies.
Define strategy. Explain how corporate, business, and functional strategies support overall strategy.
Provide some examples of core competencies and explain the value to an organization of understanding its core competencies.
What is operations strategy? How can it support competitive priorities?
Describe Hill’s framework for operations strategy.
Describe Hill's framework for operations strategy.
Provide three examples of McDonald’s management making choices on sustainability.
Provide examples of search, experience, and credence attributes for a ride sharing service such as Uber or Lyft.
Explain the interlinking model of quality and profitability. How does it connect to business and operations strategy? Can you provide any examples of goods and services that support and add
Apply Hill’s strategy framework to a goods-producing or service-providing organization of your choice. This will require research to identify corporate objectives and competitive priorities. See
Identify two firms that endorse sustainability as part of their corporate strategy and discuss how sustainability is integrated into their strategies.
In many areas, a Chamber of Commerce is primarily in the travel and tourism business. How does the Greater Cincinnati Chamber of Commerce appear to differentiate itself from these types of
Define search, experience, and credence attributes, and provide an example of each.
Explain approaches for understanding customer wants and needs.
Characterize the customer benefit package that the Chamber offers. What other peripheral goods might the Chamber provide to complement its services? How might this affect their strategy?
Define order qualifiers and order winners.
Characterize the customer benefit package that the Chamber offers. What other peripheral goods might the Chamber provide to complement its services? How might this affect their strategy?
Explain how organizations seek to gain competitive advantage.
Characterize the customer benefit package that the Chamber offers. What other peripheral goods might the Chamber provide to complement its services? How might this affect their strategy?
The manager at Raphael's Four-Star Italian Restaurant wants to set the price of their premiere entrée. He estimates a loyal customer is worth $1,000. Based on survey data, the customer defection
If a coffee shops average transaction price is $4.00, their gross margin is 60 percent, the typical customer makes a purchase once a week or 52 weeks per year, and management estimates the value of a
What is the value of a loyal customer (VLC ) in the small contractor target market segment who buys an electric drill on average every four years (or every 0.25 year) for $100, when the gross margin
What is the average value of a loyal customer (VLC) in a target market segment if the average purchase price is $70 per visit, the frequency of repurchase is every month, the contribution margin is
Estimate the value of a loyal customer of a loyal Volvo automobile owner? Assume the contribution margin is 0.32, the purchase price is $70,000, the repurchase frequency is every four years, and the
If the customer defection rate is 17.5 percent, what is the customer retention rate?
A manufacturing firm uses two measures of productivity:a. Total sales/Total inputsb. Total sales/Total labor inputsGiven the data for the last three years below, calculate the productivity ratios.
The data shown below apply to the first two quarters of the current year. Using total-dollar measures of input and output, compare the total profit and productivity achieved for the two quarters. How
A computer software firm provides a 20' x 30' office for its six systems analysts and plans to hire two additional analysts. To maintain a 100-square-foot working space per analyst, the firm’s
A hamburger factory produces 60,000 hamburgers each week. The equipment used costs $10,000 and will remain productive for four years. The labor cost per year is $13,500.a. What is the productivity
Identify two competing organizations (for example, AT&T and Verizon, Taylor Made and Callaway golf club manufacturers, or Starbucks and Panera). Explain the differences in their missions,
Research Apple and define its strategic mission, vision, corporate strategy, competitive priorities, and operations strategy. What can you say about Apple’s strategy and practices regarding

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