Name: Score:

50 câu hỏi nhiều lựa chọn

Thuật ngữ 1/50

What is the average value of a loyal customer (VLC) in a target market segment if the average
purchase price is $65 per visit, the frequency of repurchase is six times per year, the contribution
margin is 10 percent, and the average customer defection rate is 50 percent? Round your answer
to the nearest dollar.

49

78

4.5

4.2

Thuật ngữ 2/50

In the context of the triple bottom line, __________ sustainability measures include corporate ethics
and governance.

productivity

personal

ethical

social

Thuật ngữ 3/50

Which is a financial performance measure at an organizational level?

Global sustainability

Revenue and profit

Return on assets

Financial perspective
Thuật ngữ 4/50
What is the average defection rate for grocery store shoppers in a local area of a large city if
customers spend $50 per visit, customers shop one time per week, 52 weeks per year, the
grocery store has a 4 percent gross margin, and the value of a loyal customer is estimated at
$2,500 per year? Round your answer to one decimal place.

6.2

2.2

4.2

5.2

Định nghĩa 5/50

192.6, 160.8

A hamburger factory produces 50,000 hamburgers each week. The equipment used costs
$10,000 and will remain productive for four years. The labor cost per year is $11,000.

A paint manufacturing company has three factories located in France, Germany, and Spain.
The productivity data of the factories are shown. Based on the productivity analysis of all
the factories, the productivity of the factory in:

The quantitative modeling of cause-and-effect relationships between external and internal

performance criteria is called:

Airline revenue per passenger mile and hotel revenue per full-time employee are examples
of _____ measures.

Thuật ngữ 6/50

In the context of the triple bottom line (TBL), which is a performance measure of economic
sustainability?

Patent applications

Corporate ethics and governance

Social sustainability

Fines for environmental violations

Thuật ngữ 7/50
In an assembly line of a factory that makes gears, it takes fifteen minutes to complete a drilling
operation using a lathe. The duration of this operation is called _____ time.

manufacturing

underwriting

production

processing

Thuật ngữ 8/50

The value of a loyal customer includes which factor?

Revenue per unit

Customer perspective

Processing

Repurchase frequency

Thuật ngữ 9/50

Key measures of innovation and learning include:

volume flexibility.

the variance around the average time.

internal perspective

percentage of new products developed.

Thuật ngữ 10/50
The time required to ramp up to an increased production output level in response to a surge in
the sales of a product is a measure of:

processing

design flexibility.

volume flexibility.

variety.

Thuật ngữ 11/50

FedEx

99.97%

99.98%

96.5%

99.99%

Thuật ngữ 12/50

Interlinking uses what type of model as part of its performance criteria?

innovation and learning

internal perspective

quality

quantitative internal and external

Thuật ngữ 13/50
What is the average value of a loyal customer (VLC) in a target market segment if the average
purchase price is $85 per visit, the frequency of repurchase is seven times per year, the
contribution margin is 5 percent, and the average customer defection rate is 25 percent? Round
your answer to the nearest dollar.

121

238

119

123

Thuật ngữ 14/50

Dextron, a privately owned computer technology company, provides a wide range of customized
laptops to suit the needs of students, corporate professionals, and small business owners. In this
case, Dextron's ability to provide a wide range of customized laptops to suit its customers' needs
best describes:

volume flexibility.

manufacturing yield.

budget variance.

design flexibility.

Thuật ngữ 15/50

Measures of __________ focus on an organization's people and infrastructure.

goods and service design flexibility

productivity

innovation and learning

financial
Thuật ngữ 16/50
The ability of an organization to respond quickly to changes in the quantity and type of demand is
called:

variety flexibility

customization flexibility

volume flexibility

demand variability

Thuật ngữ 17/50

Which is a quality performance measure at an operational level?

Revenue and profit

Purchasing and installation.

Customer retention

Service representative courtesy

Thuật ngữ 18/50

Productivity is most easily measured in what type of industry?

processing

merchandising

manufacturing

productivity
Thuật ngữ 19/50
What is the average defection rate for grocery store shoppers in a local area of a large city if
customers spend $55 per visit, customers shop one time per week, 52 weeks per year, the
grocery store has a 8 percent gross margin, and the value of a loyal customer is estimated at
$3,700 per year? Round your answer to one decimal place.

5.6

4.2

6.2

4.9

Thuật ngữ 20/50

_____ is the act of quantifying the performance of organizational units, goods and services,
processes, people, and other business activities.

Recognition

Measurement

Productivity

Processing

Thuật ngữ 21/50

_____ is the ratio of the output of a process to the input.

Productivity

Sustainability

Quality

Measurement
Thuật ngữ 22/50
A hamburger factory produces 45,000 hamburgers each week. The equipment used costs $10,000
and will remain productive for four years. The labor cost per year is $14,000.

622, 674

141.8, 122.1

141.18, 58.82, decreases

192.6, 160.8

Thuật ngữ 23/50

An auto-body shop is able to repair 5 cars per day. They employee 6 workers and each worker
works an 8 hour day. What is the productivity per labor hour?

0.99

0.075

480

0.104

Thuật ngữ 24/50

A paint manufacturing company has three factories located in France, Germany, and Spain. The
productivity data of the factories are shown. Based on the productivity analysis of all the factories,
the productivity of the factory in:

141.18, 58.82, decreases

France is higher than that of the factory in Spain.

Fines for environmental violations

training hours per employee, hiring process effectiveness, and revenue per employee.
Thuật ngữ 25/50
An food kiosk is able to make 457 meals per day. They employee 11 workers and each worker
works an 7.5 hour day. What is the productivity per labor hour, round to the nearest unit?

6.2

49

0.104

Thuật ngữ 26/50

According to research, which is a key dimension that customers use to assess service quality?

Empathy

Quality

Productivity

Sustainability

Thuật ngữ 27/50

_____ measures the degree to which the output of a process meets customer requirements.

Productivity

Reliability

Sustainability

Quality
Thuật ngữ 28/50
Which performance perspective in the balanced scorecard model includes measures such as
productivity, flow time, and asset utilization?

Operational efficiency

Dynamic perspective

Internal perspective

Customer perspective

Thuật ngữ 29/50

_____ is the ability to provide goods and services to customers with minimum waste and maximum
utilization of resources.

Volume flexibility

Sustainability

Mechanical efficiency

Operational efficiency

Định nghĩa 30/50

141.18, 58.82, decreases

The time required to ramp up to an increased production output level in response to a

surge in the sales of a product is a measure of:

A fast-food restaurant has a drive-through window and during peak lunch times can handle
a maximum of 80 cars per hour with one person taking orders, assembling them, and acting
as cashier. The average sale per order is $15.00.

A hamburger factory produces 45,000 hamburgers each week. The equipment used costs
$10,000 and will remain productive for four years. The labor cost per year is $14,000.

A hamburger factory produces 50,000 hamburgers each week. The equipment used costs
$10,000 and will remain productive for four years. The labor cost per year is $11,000.
Thuật ngữ 31/50
The __________ is based on a set of cause-and-effect linkages between internal and external
performance, and in this fashion, defines the key performance measurements on which service-
based firms should focus.

sustainability measures

service-profit chain model

value chain model

service responsiveness

Định nghĩa 32/50

656, 706

An food kiosk is able to make 457 meals per day. They employee 11 workers and each
worker works an 7.5 hour day. What is the productivity per labor hour, round to the nearest
unit?

An auto-body shop is able to repair 5 cars per day. They employee 6 workers and each
worker works an 8 hour day. What is the productivity per labor hour?

A major airline is attempting to evaluate the effect of recent changes it has made in
scheduling flights between New York City and Los Angeles. Data available are as follows:

What is the average defection rate for grocery store shoppers in a local area of a large city
if customers spend $55 per visit, customers shop one time per week, 52 weeks per year, the
grocery store has a 8 percent gross margin, and the value of a loyal customer is estimated
at $3,700 per year? Round your answer to one decimal place.

Thuật ngữ 33/50

__________ is the willingness to help customers and provide prompt recovery to service upsets.

Sustainability

Responsiveness

Quality

Reliability
Thuật ngữ 34/50
In the context of the triple bottom line (TBL), which measure includes the number of ethical
violations?

Social sustainability

Responsiveness

Productivity

Ecological footprint

Thuật ngữ 35/50

A major airline is attempting to evaluate the effect of recent changes it has made in scheduling
flights between New York City and Los Angeles. Data available are as follows:

141.18, 58.82, decreases

622, 669

656, 706

622, 674

Thuật ngữ 36/50

Based on weighting, the most important of the Fed Ex SQI is:

interlinking

wrong day late.

customer perspective

employee satisfaction
Thuật ngữ 37/50
Which performance perspective in the balanced scorecard model measures the ultimate value
that a business provides to its shareholders?

Learning and growth perspective

Internal business process perspective

Customer perspective

Financial perspective

Thuật ngữ 38/50

Which performance perspectives in the balanced scorecard model include the percent of sale
from new goods and services?

Social sustainability

Customer measures

Customer perspective

Financial perspective

Thuật ngữ 39/50

The innovation and learning perspective in the balanced scorecard model includes measures
such as:

interlinking

Fines for environmental violations

France is higher than that of the factory in Spain.

training hours per employee, hiring process effectiveness, and revenue per employee.
Thuật ngữ 40/50
_____ measures include environmental measures such as energy consumption and recycling and
other resource conservation activities.

Sustainability

Productivity

Quality

Measurement

Thuật ngữ 41/50

In the context of the scope of business and operations performance measurement, which
measure is an example of an innovation and learning performance measure?

Profits

Responsiveness

Employee satisfaction

Meeting customer needs

Thuật ngữ 42/50

Airline revenue per passenger mile and hotel revenue per full-time employee are examples of
_____ measures.

quality

sustainability

efficiency

productivity
Thuật ngữ 43/50
An example of a financial performance measure is:

return on equity

return on assets

revenue and profit

productivity

Thuật ngữ 44/50

In the context of the types of performance measures, which is a measure of innovation and
learning?

Employee retention

Patent applications

Social sustainability

Product recalls

Thuật ngữ 45/50

The customer satisfaction measurement system uses what factors to determine the relationship
between customer ratings and a customer's likely future buying behavior?

financial perspective

productivity

quality, legal, corporate image

financial, productivity, sustainability

Thuật ngữ 46/50
The table provided shows the data for the number of pair of shoes produced and the cost
incurred by Fancy Trends Inc. for the year 2015. Based on the given data, the productivity of Fancy
Trends Inc. for the year 2015 is:

2.64 pairs/usd

1.4 pairs/usd

0.99 pair/usd

1.39 pairs/USD

Thuật ngữ 47/50

Each day, a FedEx competitor processes approximately 50,000 shipments. Suppose that they use
the Service Quality Index with weights provided in the table below and identified the following
numbers of errors during a five-day week. These values are hypothetical and do not reflect any
real company's actual performance.

7.25%

92.75%

99.97%

5.98%

Thuật ngữ 48/50

What is the average defection rate for grocery store shoppers in a local area of a large city if
customers spend $45 per visit, customers shop one time per week, 52 weeks per year, the
grocery store has a 6 percent gross margin, and the value of a loyal customer is estimated at
$3,100 per year? Round your answer to one decimal place.

6.0

12.0

9.0

4.5
Thuật ngữ 49/50
What is the average value of a loyal customer (VLC) in a target market segment if the average
purchase price is $60 per visit, the frequency of repurchase is five times per year, the contribution
margin is 10 percent, and the average customer defection rate is 25 percent? Round your answer
to the nearest dollar.

4.5

119

4.2

49

Thuật ngữ 50/50

The quantitative modeling of cause-and-effect relationships between external and internal
performance criteria is called:

productivity

sustainability

enterprise resource planning

interlinking

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