SCHM 2301 UPDATED FINAL PAPER QUESTIONS AND
ANSWERS MARKED A+
✔✔Quality - ✔✔how well the customer's expectations are met
Dimensions:
1. performance
2. features
3. conformance
4. reliability
5. durability
6. aesthetics
7. service/support
8. perceived quality
✔✔Timeliness - ✔✔The degree to which the product is delivered or available when the
customer wants it
Dimensions:
1. reliability
2. speed
3. availability
✔✔Lead time - ✔✔the amount of time it takes to perform an activity
Two types:
1. time to market
2. order to delivery
✔✔time to market lead time - ✔✔total time it takes a firm to conceive, design, test,
produce, and deliver a new or revised product for the marketplace
✔✔order to delivery - ✔✔total time it takes to get a product to a customer from the
moment they place the order
✔✔Cost of product and service solution - ✔✔Dimensions:
1. purchase
2. transaction
3. maintenance/repair
4. operation
5. salvage/disposal
✔✔Process related competitive priorities - ✔✔1. innovation
2. flexibility
3. risk management
✔✔innovation - ✔✔radical and incremental changes in processes and products
2 types of innovation-related priorities for supply chain innovation:
, 1. support production innovation
2. drive process innovation
✔✔support product innovation - ✔✔??
✔✔drive process innovation - ✔✔??
✔✔Flexibility - ✔✔an operation's ability to respond efficiently to changes in products,
processes, and competitive environments
Types:
1. short-term
2. operational flexibilities
3. long-term/strategic flexibilities
✔✔risk management - ✔✔developing operations that anticipate and deal with problems
resulting from natural events, social facts, economic issues, or technological issues
✔✔Triple bottom line - ✔✔1. profit
2. people
3. planet
✔✔capabilities - ✔✔unique and superior operational abilities that stem from the
routines, skills, and processes that the business develops
✔✔Areas to invest in to develop capabilities - ✔✔1. processes
2. planning systems
3. performance measurement
4. technology
5. people and culture
6. supply chain relationships
✔✔processes - ✔✔specialized routines, procedures, and performance measurement
systems that guide operational activities
✔✔planning systems - ✔✔access and development of sources of information, and use
of proprietary decision support systems and processes
✔✔performance measurement - ✔✔communicates in meaningful terms what everyone
has to do to realize the value proposition
✔✔technology - ✔✔proprietary usage of hardware or software that enables the firm to
do things differently and/or better than competitors
✔✔people and culture - ✔✔skills, associated training programs, and cultural norms for
the company that produce better motivation and performance
ANSWERS MARKED A+
✔✔Quality - ✔✔how well the customer's expectations are met
Dimensions:
1. performance
2. features
3. conformance
4. reliability
5. durability
6. aesthetics
7. service/support
8. perceived quality
✔✔Timeliness - ✔✔The degree to which the product is delivered or available when the
customer wants it
Dimensions:
1. reliability
2. speed
3. availability
✔✔Lead time - ✔✔the amount of time it takes to perform an activity
Two types:
1. time to market
2. order to delivery
✔✔time to market lead time - ✔✔total time it takes a firm to conceive, design, test,
produce, and deliver a new or revised product for the marketplace
✔✔order to delivery - ✔✔total time it takes to get a product to a customer from the
moment they place the order
✔✔Cost of product and service solution - ✔✔Dimensions:
1. purchase
2. transaction
3. maintenance/repair
4. operation
5. salvage/disposal
✔✔Process related competitive priorities - ✔✔1. innovation
2. flexibility
3. risk management
✔✔innovation - ✔✔radical and incremental changes in processes and products
2 types of innovation-related priorities for supply chain innovation:
, 1. support production innovation
2. drive process innovation
✔✔support product innovation - ✔✔??
✔✔drive process innovation - ✔✔??
✔✔Flexibility - ✔✔an operation's ability to respond efficiently to changes in products,
processes, and competitive environments
Types:
1. short-term
2. operational flexibilities
3. long-term/strategic flexibilities
✔✔risk management - ✔✔developing operations that anticipate and deal with problems
resulting from natural events, social facts, economic issues, or technological issues
✔✔Triple bottom line - ✔✔1. profit
2. people
3. planet
✔✔capabilities - ✔✔unique and superior operational abilities that stem from the
routines, skills, and processes that the business develops
✔✔Areas to invest in to develop capabilities - ✔✔1. processes
2. planning systems
3. performance measurement
4. technology
5. people and culture
6. supply chain relationships
✔✔processes - ✔✔specialized routines, procedures, and performance measurement
systems that guide operational activities
✔✔planning systems - ✔✔access and development of sources of information, and use
of proprietary decision support systems and processes
✔✔performance measurement - ✔✔communicates in meaningful terms what everyone
has to do to realize the value proposition
✔✔technology - ✔✔proprietary usage of hardware or software that enables the firm to
do things differently and/or better than competitors
✔✔people and culture - ✔✔skills, associated training programs, and cultural norms for
the company that produce better motivation and performance
