Exam 15: Managing Demand and Capacity

The appliance store told the home owner that it would deliver her new stove on Monday between 4 p.m. and 5 p.m. Obviously, the store is uses which of the following waiting line strategies?

What does customer demand in the insurance business, the banking industry and the dry cleaning business have in common?

Overuse or under use of service can directly contribute to provider gap 3-failure to deliver what was designed and specified.

The primary constraint on service production for a lawyer is:

Pat teaches computer classes on campus as a part of a university continuing education program. One of her most popular classes is one called, "Surfing the Net". She has 20 in a class and meets with them one day a week for six weeks. In a typical week she teaches three different classes. She spends a lot of time preparing her class lectures and makes sure that the class meets the needs of the students in it. Demand for her classes has tripled. Discuss how she can use "stretch" strategies to adjust the class capacity and how long they should be used.

Summer enrollments at New Bedford College are low. The campus administrators rent out dorms to people participating in hostel programs. These participants have their meals provided in the school cafeteria. New Bedford is using which of the following strategies for shifting demand to match capacity?

The marketing department at a well-known university has 11 full-time faculty members and 3 part-time faculty members. There are more than 400 marketing majors at this university. The primary constraint for offering a course in direct mail marketing would more than likely be:

Which of the following is NOT an example of a strategy used to shift demand to match capacity?

A dental office that provides patients a variety of magazines to read and TV to watch while they are waiting is using which of the following waiting line strategies?

A service firm's yield can be raised by increasing capacity used or by decreasing price.

Mass transit train and bus service has peak periods of demand Monday through Friday during morning and evening rush hours. Demand for mass transit service is a(n):

Nine months after the terrorists' attacks on the World Trade Center and the Pentagon, maternity hospitals were filled to capacity as people who had been waiting for the right time to have children decided that there was no time like the present. The maternity hospitals experienced a(n):

Supermarkets with express checkout lanes for customers purchasing 10 items or less are using which of the following waiting line strategies?

Which of the following is NOT a risk associated with the use of price differentiation to smooth demand?

Which of the following organizations is more likely to experience wide fluctuations in demand?

A professional baseball team that has unsold tickets for a Friday night game cannot resell those tickets for a game the following afternoon due to the _____ characteristic of services.

At any given time, the lack of inventory capability in service firms can result in all of the following scenarios EXCEPT:

The Long Island Railroad installed ticket vending machines in train stations to expedite the purchase of train tickets during periods of peak demand. The Long Island Railroad is using which of the following waiting line strategies?

How would the wait be affected when a person waits with a group of people rather than alone for a table vacancy at an exclusive restaurant?

Which of the following is NOT a base for differentiating waiting customers?