******** **

3

*** ** * points
**

the

**** *********** perspectives ** *** balanced ********* model ***** ** **** ******** ** operations ********** * **********

b

********* *

**********

*** *********

*

********* ******** ** *

***

of *

points

***** of

***

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of

** ********** *** ******** *********** ********* * ******** satisfaction
b ******** *** ****** c ******

flexibility

* *************** ***********

Question

** * *** **

*

points
** ******

to

*** value *****

*****

efficiency cost

***

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d ******* and ********* ******** ** 3 ***

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3 *******

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a

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*

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of

* points
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performance ***** two focus ** *** “big

picture”

of ************** performance rather than **

*****************

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*******

******** ******** Quality ***** Framework

***

the Value ***** ****** * ******** Scorecard and *** ************** Chain
* ******* ******** ******** ******* ***** ********* *** *** ******** Scorecard

*

***** ***** ***** *** ************** ****** ******** 6
* out of *

*******

*** ****** of patent ************ and ***

******

** *********** suggestions *********** ****** **** to ***** *********** *********** *******

category?

* ********** * ******** *** ******* *

**********

and learning

*

************* ******** ** * out

of

3 points
Which ** *** ********* ***** be * ******* ***************** ******* *********** measure?
* customer ratings ** ***** and

services

b ********

**********

* service ************** courtesy

*

product ******** Question **

*

out **

3

points
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revenue

*** ********* **** *** hotel

*******

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*********

c *************** d ************* ******** ** *

***

of * points

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internal

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*******

When ****

Gates

****** **** *************** ** ******

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from

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***

emphasizing the

**********

of
a ********** *** learning

*

************* * ****** ************ d ****** ******** 11
*

***

** * ******* Employee

satisfaction

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****

**** ***** perspective ** *** Balanced

Scorecard?

* ********** b *********

c

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*********

* ********* ******** *** *

***

** * points
** * ***** level ******* ****** be ******** ** ***** ***** Which of *** following **

***

*** ** ***** areas?

a

goods
b

*********

* ************ d

*********

Question ***

*

*** of

3

******* Which ******** ** the

*******

******** ******** ******* ***** ******** *** the organization ******** *** ******* ***** *** ********

****************

*** ********

***

*** communities?

*

*********** * Strategic Planning

c

******** Focus

*

******** ********

***

3 *** ** * *******

**

*** ***** ********** ** *** ******* ******** National Quality ***** ******** ***** ** least ******** ** an ********** ********* * ***********

b

********* ******

*

******** ******

*

*********** ********

and

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Question

*** *

***

** * points
*** ******

bottom

line **** ** 3BL) ****** ** *** *********** ** ************** ** *** ** the ********* ***** ******* * ********* b ******* c ************** * environmental

********

16
***

**

* points
****

******

to the *****

*****

** customer

attributes

** **********

the

quality ** goods *** services

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****

** **********

***

a ****** ***********

*

********** *********** c

********

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3

*** **

3

******* * firm’s ability **

*******

****** and ********* *********** **** its *********** ** called
a Operations ********* * ********* planning
* Competitive advantage
* ***********

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Question 18

*

*** of

3

******* ************

that

*** ********

**

* ****

**

******* *** ******* a

*****

*********** * ***** *********** c ***** ********* d ***** winners
Question 19
* out of 3 points
Which of *** following does *** ******** *** ********* evaluate ******** ** a ****** that differs **** the *** **** ******** ******* * ********* ****

**

more *********** ****

********

sources
* *********

********

******* ****** *

*********

cannot **** *

******

************ of

********

******* ******** * *************** *****

*******

**** * ************** ********* to ******** co-produce *** ******** Question *** * out of

3

******* *** ****

**

a firm *******

***

********* that ***

******

** that organization

*

******** ************

*

********* mission
* ****** statement

*

**** ************* ******** *** * *** ** * ******* ***** ***

**

the ********* statements

best

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**

****** business?
a

One

brand ****** **

***

****** to

***

******* * Extensive *** **

*******

********* * ***** *********** ************ ** **** ****** ****** d *** ** primarily manual information ******** ******** *** * *** of *

points

**** ****** ** the three types of ******** **********

in

********** *** quality ** goods

***

******** those ********** **** *** ******** ** * *** ****** ********

such

** ********* ***** *** hard disk ******** would **** be ********** as
*

******

*********** *

**********

attributes
* ******** *********** *

*******

attributes
******** 23
* *** ** * ******* Considering the **** ***** ********* **

**************

***** **** does

***

*** **** ***

******

** a *******

environment?

* ******** contact

*******

* ***************

c

************** * Empowered
******** 24

3

*** ** * ******* **** attributes are **** ****** ** be *********** **

***

******** **** ***** ****** ******** services
* Search attributes
b

**********

*********** * ******** *********** d *****

********

******** *** 3 *** ** 3 points
*********

*****

Hill *** presented * ********* ********* ***

**********

strategy *******

an

********* *** ********** ******* ***

initial

**** is
a Operations ********* the ************ ** *********** ********** in ***** ** ******* ******* and *************** * ********** ********** ** process ****** ********* and ************ *** ********** **** ************** ************* * ********** ***** into ********* and ********* ********* *

Ties

******** ********* strategy

***

********* ********* ********

26

* out of

*

points
** ****

sequence

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***

********* ***** ** ** accomplished

*******

* ********** customer ***** and needs
* ****** *** ******* ******** ******* ******** * ***** *** ******** *********** *************

*

Hire ******** engineers
********

***

* ***

of

* *******

****

****** to

the

***** *****

**

********** ********* *** in **********

the

******* of ***** *** ******** * ******** ***** **** ** classified as **** in
a ******

***********

b ********** attributes

*

******** *********** d

***********

********* attributes
********

***

* out of

3

******* Operations

******

******* ******* *** of ***

*********

except
* ********* ***** *** ********* b **** of ********** c ***** ***** *********** *** ************ * ********* and ******* *********

Question

29
* *** of * points
******** of ***** ** ******** ****** ******* *************** or

methods

** ******** *** ******* * Core competencies
* ********* strategy
c ********* ******** ******

*

********** ********* ******** *** * *** ** *

*******

In ** ********** ***** of *** ********* *****

not

** **********

**

***** ******** * Self-parking capability

*

Voice-activated music ******* * ********** airbags
* Collision-avoidance ******