Chapter 4 SCM 352

Question 1

_______ denotes a firm’s ability to achieve market and financial superiority over its competitors.

Answer 1

COMPETITIVE ADVANTAGE

Question 2

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

Answer 2

ORDER QUALIFIERS

Question 3

__________ are goods and service features and performance characteristics that differentiate one customer benefit package from another, and win the customer’s business.

Answer 3

ORDER WINNERS

Question 4

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

Answer 4

SEARCH ATTRIBUTES

Question 5

Examples of serarch attributes are.

Answer 5

COLOR, PRICE, FRESHNESS, STYLE, FIT, FEEL, HARDNESS, SMELL

Question 6

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

Answer 6

EXPERIENCE ATTRIBUTES

Question 7

Examples of experience attributes are _____.

Answer 7

TASTE, WEARABILITY, SAFETY, FUN, AND CUSTOEMR SATISFACTION.

Question 8

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

Answer 8

CREDENCE ATTRIBUTES

Question 9

Examples of credence attributes are _____.

Answer 9

EXPERTISE OF A SURGEON OR MECHANIC, THE KNOWLEDGE OF A TAX ADVISOR, OR THE ACCURACY OF TAX PREPERATION SOFTWARE.

Question 10

_____ represent the strategic emphasis that a firm places on certain performance measures and operational capabilities within a value chain.

Answer 10

COMPETITIVE PRIORITIES

Question 11

In general what five key competitive priorities can organizations compete on?

Answer 11

1. COST
2. QUALITY
3. TIME
4. FLEXIBILITY
5. INNOVATION

Question 12

_____ is being able to make whatever goods and services the customer wants, at any volume, at any tie for anybody, and for a global organization, from any place in the world.

Answer 12

MASS COMMUNICATION

Question 13

_____ is the discover of practical application or commercialization of a device, method, or idea that differs from existing norms.

Answer 13

INNOVATION

Question 14

_____ is a patern or plan that intergrates an organizatin’s major goals, policies, and action sequences into a cohesive whole.

Answer 14

STRATEGY

Question 15

______ are the strengths that are unique to an organization

Answer 15

CORE COMPENTENCIES

Question 16

An ______ defineds how an organization will execute its chosen business strategies.

Answer 16

OPERATIONS STRATEGY

Question 17

______ are the decisions management must make as to what type of process structure is best suited to produce goods or create services.

Answer 17

OPERATIONS DESIGN CHOICE

Question 18

_______ focuses on the nonprocess features and capabilities of the organization and includes the workforce, operating plans and control systems, quality control, organizational structure, compensation systems, learning and innovation systems, and support services.

Answer 18

INFRASTRUCTURE