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Flashcards in Chapter 4: Multiple Choice Deck (13)
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1

Basic customer expectations are generally considered the minimum performance level required to stay in business and are often called

Order Qualifiers

2

Goods and service features and performance characteristics that differentiate one customer benefit package from another and win the customer's business are called

Order Winners

3

Which of the following is not one of the three attributes customers use to evaluate the quality of goods and services?

Perception

4

_______ are those that be discerned only after purchase or during consumption or use.

Experience Attributes

5

_______ are any aspects of a good or service that the customer must believe in, but cannot personally evaluate even after purchase and consumption

Credence Attributes

6

_______ are those that a customer can determine prior to purchasing the goods and/or services

Search Attributes

7

Dell Computer's competitive priorities in its manufacturing and sales of PCs are

Quality and Flexibility

8

By reducing non-value-added steps in a process, all of the following are reduced except

Improvements in Quality

9

The discovery and practical application or commercialization of a device, method or idea that differs from existing norms is the definition of

Innovation

10

The three levels of strategy that most large organizations have include all of the following except

Competitive

11

The competitive priorities the firm should pursue would be a component of which of the three levels of strategy for large organizations?

Business Strategy

12

Operations strategy is an example of

Functional Strategy

13

Which of the following is not considered an element of an organization's infrastructure?

Manufacturing Processes