先試後買

A. Input

B. Process

C. Outcome

D. Output

A. Performance measurement should be done by specialized staff in this area

B. Performance measurement is a subset of performance management

C. Performance management can be done well in isolation of performance measurement

D. Performance management is another term for performance measurement (the terms are synonyms)

A. Ishikawa diagram

B. Performance Healthogram

C. Heinrich's Pyramid

D. Data gathering process map

A. A = Capacity utilized (#); B = Capacity available (#)

B. A = Capacity planned (#); B = Capacity (#)

C. A = Capacity utilized (%)

D. A = Capacity utilized (#); B = Capacity needed (#)

A. Enterprise Resource Planning (ERP) software

B. Operational reports

C. Competitors' annual reports

D. Surveys

A. Service lead time (# / time)

B. Revenue ($)

C. Productivity

D. Service complaints responded to (%)

A. Employee satisfaction (%)

B. Cost per delivered order ($)

C. Production output (#)

D. None of the answers

A. Employee engagement index (# / %)

B. Transportation capacity utilization (%)

C. Time to process request per agent (# / time)

D. All the answers