Question 1

In the service-system design matrix,a face-to-face total customization service encounter is expected to have which of the following?

Accepted Answer

A)  Low sales opportunity
B)  Low production efficiency
C)  High production efficiency
D)  Low degree of customer/server contact
E)  None of theseF) A) and B)
G) C) and E)

Question 2

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is not a suggestion for managing queues presented in the textbook?

Accepted Answer

A)  Try to divert your customer's attention when waiting
B)  Segment the customers
C)  Encourage customers to come during a slack period
D)  Train your servers to be friendly
E)  Periodically close the service channel to temporarily disperse the lineF) B) and C)
G) All of the above

Question 4

department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems.An analyst wanting to know whether to add a fourth operator or downsize to two operators would be helped by using queuing theory analysis.

Accepted Answer

A) True 
 B)False

Question 5

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Accepted Answer

A)  Task
B)  Time
C)  Teamwork
D)  Trust
E)  TalentF) A) and D)
G) C) and D)

Question 6

In a practical sense,a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

Accepted Answer

A) True 
 B)False

Question 7

car wash is an example of a single channel,multiphase queuing system.

Accepted Answer

A) True 
 B)False

Question 8

In essence,a queuing system includes several major components.Which of the following is not one of them?

Accepted Answer

A)  Source population
B)  Servicing system
C)  How the customer exits the system
D)  The queue discipline
E)  None of theseF) B) and D)
G) C) and E)

Question 9

The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.

Accepted Answer

A) True 
 B)False

Question 10

roller coaster ride in an amusement park employs which type of queuing system line structure?

Accepted Answer

A)  Single channel,single phase
B)  Single channel,multiphase
C)  Multichannel,single phase
D)  Multichannel,multiphase
E)  None of theseF) A) and D)
G) B) and D)

Question 11

For an infinite queuing situation,if the arrival rate for loading trucks is 5 trucks per hour,what is the mean time between arrivals?

Accepted Answer

A)  5 hours
B)  2.5 hours
C)  0.2 hours
D)  0.1 hours
E)  None of theseF) All of the above
G) B) and C)

Question 12

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Accepted Answer

A)  Put up a serpentine lane to keep people from jumping ahead in line
B)  Use humor to defuse a potentially irritating situation
C)  Train your servers to be friendly
D)  Assure customers that the wait is fair and inform them of the queue discipline
E)  Tell people in the queue that each will be served as soon as possibleF) C) and E)
G) B) and D)

Question 13

Which of the following is a suggestion for managing queues presented in the textbook?

Accepted Answer

A)  Train your servers to be friendly
B)  Tell customers that the line should encourage them to come during slack periods
C)  Give each customer a number
D)  Periodically close the service channel to temporarily disperse the line
E)  Use humor to defuse a potentially irritating situationF) B) and D)
G) C) and D)

Question 14

Arrival characteristics in a queuing problem analysis include the length of the queue.

Accepted Answer

A) True 
 B)False

Question 15

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

Accepted Answer

A) True 
 B)False

Question 16

The admissions system in a hospital for patients is an example of a single channel,single phase queuing system.

Accepted Answer

A) True 
 B)False

Question 17

Because little or no inventory is carried in a service operation,it is easy to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 18

It is difficult to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 19

Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour.Using the infinite queuing notion for the models presented in the textbook,which of the following is the average service time?

Accepted Answer

A)  2 hours
B)  1 hour
C)  0.5 hours
D)  0.25 hours
E)  None of theseF) B) and D)
G) A) and D)

Question 20

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Accepted Answer

A) True 
 B)False

Exam 7: Service Processes

car wash is an example of a single channel,multiphase queuing system.

Correct AnswerverifiedShow Answer

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Correct AnswerverifiedShow Answer

For an infinite queuing situation,if the arrival rate for loading trucks is 5 trucks per hour,what is the mean time between arrivals?

Correct AnswerverifiedShow Answer

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

Correct AnswerverifiedShow Answer

The admissions system in a hospital for patients is an example of a single channel,single phase queuing system.

Correct AnswerverifiedShow Answer

Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour.Using the infinite queuing notion for the models presented in the textbook,which of the following is the average service time?

Correct AnswerverifiedShow Answer

Which of the following is a suggestion for managing queues presented in the textbook?

Correct AnswerverifiedShow Answer

Which of the following is not a suggestion for managing queues presented in the textbook?

Correct AnswerverifiedShow Answer

The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.

Correct AnswerverifiedShow Answer

In essence,a queuing system includes several major components.Which of the following is not one of them?

Correct AnswerverifiedShow Answer

roller coaster ride in an amusement park employs which type of queuing system line structure?

Correct AnswerverifiedShow Answer

Arrival characteristics in a queuing problem analysis include the length of the queue.

Correct AnswerverifiedShow Answer

It is difficult to separate the operations management functions from marketing in services.

Correct AnswerverifiedShow Answer

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Correct AnswerverifiedShow Answer

In the service-system design matrix,a face-to-face total customization service encounter is expected to have which of the following?

Correct AnswerverifiedShow Answer

In a practical sense,a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

Correct AnswerverifiedShow Answer

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Correct AnswerverifiedShow Answer

Because little or no inventory is carried in a service operation,it is easy to separate the operations management functions from marketing in services.

Correct AnswerverifiedShow Answer

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Correct AnswerverifiedShow Answer

department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems.An analyst wanting to know whether to add a fourth operator or downsize to two operators would be helped by using queuing theory analysis.

Correct AnswerverifiedShow Answer

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