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Gscm 588 Final Exam

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Submitted By jpeachgirl
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Grading Summary These are the automatically computed results of your exam. Grades for essay questions, and comments from your instructor, are in the "Details" section below. | Date Taken: | 6/21/2012 | Time Spent: | 1 h , 39 min , 37 secs | Points Received: | 200 / 250 (80%) | | Question Type: | # Of Questions: | # Correct: | Multiple Choice | 10 | 8 | Essay | 6 | N/A | | |

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Page: | 1 2 | 1. | Question : | (TCO E) Suggested reasons why many customer satisfaction efforts fail include all of the following EXCEPT: | | | Student Answer: | using poor satisfaction measurement schemes | | | failing to weight quality dimensions equally | | | confusing loyalty with satisfaction | | | failing to identify appropriate quality dimensions | | | | Comments: | Chapter 5 page 194 | | | 2. | Question : | (TCO D) The Six-Sigma problem solving approach contains the phases of: | | | Student Answer: | define, measure, analyze, improve, and control. | | | detect, measure, analyze, implement, and control. | | | define, monitor, analyze, improve, and confirm. | | | define, monitor, analyze, implement, and control. | | | | Comments: | | | | 3. | Question : | (TCO C) Terms such as “kanban”, “single minute exchange of dies”, and “visual controls” are most closely associated with: | | | Student Answer: | lean production. | | | DMAIC methodology. | | | Six Sigma projects. | | | re-engineering efforts. | | | | Comments: | | | | 4. | Question : | (TCO C) Poka-yoke focuses on two aspects: | | | Student Answer: | design and control. | | | prediction and detection. | | | production and delivery. | | | machine errors and human errors. | | | | Comments: | | |

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Gscm 588 Final Exam

...1. (TCO B) Identify four categories of measures that might constitute a Balanced Scorecard of performance measures and provide an example of each. Also explain how a Balanced Scorecard could assist your organization. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 30) Some categories of measures of balance scorecard are: 1.-Measures Financial Performance Financial performance measures includes: Profitability such as ROI (return on investment), gross profit margin, asset turnover, etc Liquidity such as current ratio, quick ratio Financial performance measures, such as operating income and return on investment, indicate whether the company’s strategy and its implementation are increasing shareholder value. However, financial measures tend to be lagging indicators of the strategy. Firms monitor nonfinancial measures to understand whether they are building or destroying their capabilities—with customers, processes, employees, and systems—for future growth and profitability. Key nonfinancial measures are leading indicators of financial performance, in the sense that improvements in these indicators should lead to better financial performance in the future, while decreases in the nonfinancial indicators (such as customer satisfaction and loyalty, process quality, and employee motivation) generally predict decreased future financial performance 2.-Internal Operational Efficiency Time spent...

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