Question

question 31 (1 point)
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.
service - profit chain model
value chain model
balanced scorecard
malcolm baldrige performance excellence program
question 32 (1 point)
a paint manufacturing company has three factories located in france, germany, and spain. the productivity data of the factories are as follows:

factory location	amount of paint produced(us gallons)	total input cost (usd)
germany	5,500,000,000	$5,250,000
france	4,000,000,000	$3,500,000

based on the productivity analysis of all the factories, the productivity of the factory in:
germany is lower than that of the factory in spain.
spain is higher than that of the factory in france.
france is higher than that of the factory in spain.
france is lower than that of the factory in germany.

Explanation:

Question 31

The Service - Profit Chain model is based on cause - and - effect linkages between internal and external performance and defines key performance measures for service - based firms. The value chain model focuses on activities that add value. The balanced scorecard is a strategic performance management tool with multiple perspectives. The Malcolm Baldrige Performance Excellence program is about overall organizational performance.

Step1: Calculate productivity for Spain

Productivity = $\frac{\text{Amount of Paint Produced}}{\text{Total Input Cost}}$. For Spain, productivity = $\frac{4600000000}{5250000}\approx876.2$ US gallons per USD.

Step2: Calculate productivity for Germany

For Germany, productivity = $\frac{5500000000}{5250000}\approx1047.6$ US gallons per USD.

Step3: Calculate productivity for France

For France, productivity = $\frac{4000000000}{3500000}\approx1142.9$ US gallons per USD.

Answer:

Service - Profit Chain model

Question 32