Question 1

Almost all consumer products consist of some combination of facilitating goods and facilitating services.

Accepted Answer

A) True 
 B)False  True

Question 2

An airline is an example of a

Accepted Answer

A) service factory. 
B) mass service. 
C) service shop. 
D) professional services. 
A) service factory. 
B) mass service. 
C) service shop. 
D) professional services. A

Question 3

The number of parallel servers in waiting line analysis is referred to as the number of phases.

Accepted Answer

A) True 
 B)False  False

Question 4

It is widely accepted that the effective design and the efficient operation of services are paramount to the health of the U.S.and Canadian economies.

Accepted Answer

A) True 
 B)False

Question 5

In general,a service and its delivery system are inseparable.

Accepted Answer

A) True 
 B)False

Question 6

The ___ is the source of customers for a waiting line system.

Accepted Answer

A) calling population 
B) arrival rate 
C) service line channel 
D) service line phase 
A) calling population 
B) arrival rate 
C) service line channel 
D) service line phase

Question 7

A small diner has one employee and a counter with seating for 8 customers.The diner does not package food for takeout.Customers arrive at the diner at the rate of 20 per hour (Poisson distributed).Service times are exponentially distributed and average 24 per hour.Customers that arrive when all seats are taken do not enter the diner.What is the average time a customer spends waiting?

Accepted Answer

A) 2.5 minutes 
B) 3.0 minutes 
C) 6.44 minutes 
D) 24 minutes 
A) 2.5 minutes 
B) 3.0 minutes 
C) 6.44 minutes 
D) 24 minutes

Question 8

The number of channels in a queuing process

Accepted Answer

A) denotes the number of servers in sequence a customer must go through. 
B) denotes the size of the calling population. 
C) denotes the number of parallel servers for servicing arriving customers. 
D) denotes the average queue length. 
A) denotes the number of servers in sequence a customer must go through. 
B) denotes the size of the calling population. 
C) denotes the number of parallel servers for servicing arriving customers. 
D) denotes the average queue length.

Question 9

What is queue discipline and queue length?

Accepted Answer

The queue discipline is the order in whi

Question 10

The negative exponential distribution is the probability distribution most commonly used to describe service times.

Accepted Answer

A) True 
 B)False

Question 11

Consider an espresso stand with a single barista.Customers arrive to the stand at the rate of 28 per hour according to a Poisson distribution.Service times are exponentially distributed with a service rate of 35 customers per minute.The average time in minutes a customer spends in the system (i.e.,waiting and being served)is

Accepted Answer

A) 0.114 minute. 
B) 0.143 minute. 
C) 6.84 minutes. 
D) 8.58 minutes. 
A) 0.114 minute. 
B) 0.143 minute. 
C) 6.84 minutes. 
D) 8.58 minutes.

Question 12

Which of the following is not a characteristic of a service?

Accepted Answer

A) intangible 
B) variable output 
C) difficult to emulate 
D) perishable 
A) intangible 
B) variable output 
C) difficult to emulate 
D) perishable

Question 13

If the average time to serve a customer is 3 minutes,then the service rate,µ,is ___.

Accepted Answer

A) 3 per hour 
B) 12 per hour 
C) 16 per hour 
D) 20 per hour 
A) 3 per hour 
B) 12 per hour 
C) 16 per hour 
D) 20 per hour

Question 14

In general,services are acts,deeds,or performances that provide a customer time,place,form,or psychological utility.

Accepted Answer

A) True 
 B)False

Question 15

In general,as the number of servers in a waiting line system increases

Accepted Answer

A) service cost increases and waiting cost decreases. 
B) service cost decreases and waiting cost increases. 
C) both service cost and waiting cost increase. 
D) both service cost and waiting cost decrease. 
A) service cost increases and waiting cost decreases. 
B) service cost decreases and waiting cost increases. 
C) both service cost and waiting cost increase. 
D) both service cost and waiting cost decrease.

Question 16

Service quality in waiting line systems sometimes depends on the psychology of waiting.

Accepted Answer

A) True 
 B)False

Question 17

The number of arrivals per unit of time at a service facility can frequently be described by a

Accepted Answer

A) normal distribution. 
B) Poisson distribution. 
C) binomial distribution. 
D) beta distribution. 
A) normal distribution. 
B) Poisson distribution. 
C) binomial distribution. 
D) beta distribution.

Question 18

A grocery store is an example of a

Accepted Answer

A) service factory. 
B) mass service. 
C) service shop. 
D) professional services. 
A) service factory. 
B) mass service. 
C) service shop. 
D) professional services.

Question 19

A service counter employs two servers.On average a server requires 8 minutes to process a customer and service times follow an exponential distribution.Customers arrive at the counter at the rate of 12 per hour according to a Poisson distribution.The average amount of time,in minutes,spent in the system (i.e.,waiting and being served)is approximately

Accepted Answer

A) 0.237 minutes. 
B) 14.22 minutes. 
C) 22.20 minutes. 
D) 33.30 minutes. 
A) 0.237 minutes. 
B) 14.22 minutes. 
C) 22.20 minutes. 
D) 33.30 minutes.

Question 20

As the level of service improves in a waiting line system,the cost of service usually increases.

Accepted Answer

A) True 
 B)False

Almost all consumer products consist of some combination of facilitating goods and facilitating services.

An airline is an example of a

The number of parallel servers in waiting line analysis is referred to as the number of phases.

It is widely accepted that the effective design and the efficient operation of services are paramount to the health of the U.S.and Canadian economies.

In general,a service and its delivery system are inseparable.

The ___ is the source of customers for a waiting line system.

The number of channels in a queuing process

What is queue discipline and queue length?

The negative exponential distribution is the probability distribution most commonly used to describe service times.

Which of the following is not a characteristic of a service?

If the average time to serve a customer is 3 minutes,then the service rate,µ,is ___.

In general,services are acts,deeds,or performances that provide a customer time,place,form,or psychological utility.

In general,as the number of servers in a waiting line system increases

Service quality in waiting line systems sometimes depends on the psychology of waiting.

The number of arrivals per unit of time at a service facility can frequently be described by a

A grocery store is an example of a

As the level of service improves in a waiting line system,the cost of service usually increases.

Operations Management

Quality Management

Statistical Process Control

Operational Decision-Making Tools: Acceptance Sampling

Product Design

Processes and Technology

Capacity and Facilities Design

Operational Decision-Making Tools: Facility Location Models

Human Resources

Operational Decision-Making Tools: Work Measurement

Project Management

Supply Chain Management: Strategy and Design

Global Supply Chain Procurement and Distribution

Forecasting

Inventory Management

Operational Decision-Making Tools: Simulation

The Sales and Operations Planning Process

Operational Decision-Making Tools: Linear Programming

Resource Planning

Lean Systems

Scheduling

Filters

Exam 6: Service Design

Almost all consumer products consist of some combination of facilitating goods and facilitating services.

An airline is an example of a

The number of parallel servers in waiting line analysis is referred to as the number of phases.

It is widely accepted that the effective design and the efficient operation of services are paramount to the health of the U.S.and Canadian economies.

In general,a service and its delivery system are inseparable.

The ___ is the source of customers for a waiting line system.

The number of channels in a queuing process

What is queue discipline and queue length?

The negative exponential distribution is the probability distribution most commonly used to describe service times.

Which of the following is not a characteristic of a service?

If the average time to serve a customer is 3 minutes,then the service rate,µ,is ___.

In general,services are acts,deeds,or performances that provide a customer time,place,form,or psychological utility.

In general,as the number of servers in a waiting line system increases

Service quality in waiting line systems sometimes depends on the psychology of waiting.

The number of arrivals per unit of time at a service facility can frequently be described by a

A grocery store is an example of a

As the level of service improves in a waiting line system,the cost of service usually increases.

Operations Management

Quality Management

Statistical Process Control

Operational Decision-Making Tools: Acceptance Sampling

Product Design

Processes and Technology

Capacity and Facilities Design

Operational Decision-Making Tools: Facility Location Models

Human Resources

Operational Decision-Making Tools: Work Measurement

Project Management

Supply Chain Management: Strategy and Design

Global Supply Chain Procurement and Distribution

Forecasting

Inventory Management

Operational Decision-Making Tools: Simulation

The Sales and Operations Planning Process

Operational Decision-Making Tools: Linear Programming

Resource Planning

Lean Systems

Scheduling

Filters