Question 1

According to the text,the primary elements of all queuing systems include all of the following EXCEPT:

Accepted Answer

A)  Input process 
B)  Queue characteristics 
C)  Output process 
D)  Service characteristics 
A)  Input process 
B)  Queue characteristics 
C)  Output process 
D)  Service characteristics C

Question 2

Which of the following is an example of a person that would be considered to provide a Pure Service?

Accepted Answer

A)  Attorney/Lawyer 
B)  Management Consultant 
C)  Musical Entertainer 
D)  All of these 
A)  Attorney/Lawyer 
B)  Management Consultant 
C)  Musical Entertainer 
D)  All of these D

Question 3

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

Accepted Answer

A)  Service Capacity 
B)  Capacity Utilization 
C)  Productivity Potential 
D)  Service Throughput 
A)  Service Capacity 
B)  Capacity Utilization 
C)  Productivity Potential 
D)  Service Throughput A

Question 4

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

Accepted Answer

A)  Service Shrink 
B)  Deming's Decline 
C)  State Utility 
D)  Baumol's Disease 
A)  Service Shrink 
B)  Deming's Decline 
C)  State Utility 
D)  Baumol's Disease

Question 5

Which of the following organizations would be considered an example of a global service?

Accepted Answer

A)  FedEx 
B)  Deutsche Bank 
C)  Wal-Mart International 
D)  All of these 
A)  FedEx 
B)  Deutsche Bank 
C)  Wal-Mart International 
D)  All of these

Question 6

The five dimensions of service quality include: Reliability,durability,performance,aesthetics,and availability.

Accepted Answer

A) True 
 B)False

Question 7

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

Accepted Answer

A) True 
 B)False

Question 8

A retailer with two checkout stands is an example of a single-channel,multiple-phase queuing system.

Accepted Answer

A) True 
 B)False

Question 9

Location strategy is important in that it can provide barriers to entry,and competitive positioning,as well as generating additional demand.

Accepted Answer

A) True 
 B)False

Question 10

David Maister's First Rule of Service is:

Accepted Answer

A)  It always takes longer than you think to perform the service 
B)  You can't please all the customers all the time 
C)  Satisfaction = perception - expectation 
D)  Under-promise and over-deliver 
A)  It always takes longer than you think to perform the service 
B)  You can't please all the customers all the time 
C)  Satisfaction = perception - expectation 
D)  Under-promise and over-deliver

Question 11

Discuss the important issues involved in managing a global service.

Accepted Answer

Successfully managing global services in

Question 12

A service bundle includes the explicit service,the supporting facility,the facilitating goods,as well as the implicit services.

Accepted Answer

A) True 
 B)False

Question 13

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.

Accepted Answer

A) True 
 B)False

Question 14

Balking occurs when customers decide to leave the queue after some length of waiting time in the queue.

Accepted Answer

A) True 
 B)False

Question 15

If the average service rate is 15 minutes per customer,and assuming the negative exponential distribution is used to describe the randomness of the service time distribution,then determine the probability that the service time will be less than or equal to 10 minutes.

Accepted Answer

A)  zero 
B)  0.49 
C)  0.28 
D)  0.62 
A)  zero 
B)  0.49 
C)  0.28 
D)  0.62

Question 16

What is the difference between level demand strategy  and a  chase demand strategy ?

Accepted Answer

The key difference is how the firm manag

Question 17

You are determining the productivity of your company's service.In your calculation,the inputs used consist of the sum of your company's labor,materials,energy,and capital costs.This can also be referred to as:

Accepted Answer

A)  Multiple-factor productivity 
B)  Productivity utilization 
C)  Multi-input efficiency 
D)  Extended productivity 
A)  Multiple-factor productivity 
B)  Productivity utilization 
C)  Multi-input efficiency 
D)  Extended productivity

Question 18

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

Accepted Answer

A) True 
 B)False

Question 19

When studying queuing models,a customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Accepted Answer

A)  Balked 
B)  Reneged 
C)  Stalled 
D)  Disposed 
A)  Balked 
B)  Reneged 
C)  Stalled 
D)  Disposed

Question 20

Which of the following items would be considered a facilitating product?

Accepted Answer

A)  The automobiles washed by the car wash 
B)  The suits being cleaned by the dry cleaner 
C)  The tools used to fix your car at an auto shop 
D)  All of these 
A)  The automobiles washed by the car wash 
B)  The suits being cleaned by the dry cleaner 
C)  The tools used to fix your car at an auto shop 
D)  All of these

According to the text,the primary elements of all queuing systems include all of the following EXCEPT:

Which of the following is an example of a person that would be considered to provide a Pure Service?

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

Which of the following organizations would be considered an example of a global service?

The five dimensions of service quality include: Reliability,durability,performance,aesthetics,and availability.

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

A retailer with two checkout stands is an example of a single-channel,multiple-phase queuing system.

Location strategy is important in that it can provide barriers to entry,and competitive positioning,as well as generating additional demand.

David Maister's First Rule of Service is:

Discuss the important issues involved in managing a global service.

A service bundle includes the explicit service,the supporting facility,the facilitating goods,as well as the implicit services.

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.

Balking occurs when customers decide to leave the queue after some length of waiting time in the queue.

If the average service rate is 15 minutes per customer,and assuming the negative exponential distribution is used to describe the randomness of the service time distribution,then determine the probability that the service time will be less than or equal to 10 minutes.

What is the difference between level demand strategy and a chase demand strategy ?

You are determining the productivity of your company's service.In your calculation,the inputs used consist of the sum of your company's labor,materials,energy,and capital costs.This can also be referred to as:

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

When studying queuing models,a customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Which of the following items would be considered a facilitating product?

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationships

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management: Lean and Six Sigma in the Supply Chain

Domestic U.S.and Global Logistics

Customer Relationship Management

Global Location Decisions

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters

Exam 12: Service Response Logistics

According to the text,the primary elements of all queuing systems include all of the following EXCEPT:

Which of the following is an example of a person that would be considered to provide a Pure Service?

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

Which of the following organizations would be considered an example of a global service?

The five dimensions of service quality include: Reliability,durability,performance,aesthetics,and availability.

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

A retailer with two checkout stands is an example of a single-channel,multiple-phase queuing system.

Location strategy is important in that it can provide barriers to entry,and competitive positioning,as well as generating additional demand.

David Maister's First Rule of Service is:

Discuss the important issues involved in managing a global service.

A service bundle includes the explicit service,the supporting facility,the facilitating goods,as well as the implicit services.

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.

Balking occurs when customers decide to leave the queue after some length of waiting time in the queue.

If the average service rate is 15 minutes per customer,and assuming the negative exponential distribution is used to describe the randomness of the service time distribution,then determine the probability that the service time will be less than or equal to 10 minutes.

What is the difference between level demand strategy and a chase demand strategy ?

You are determining the productivity of your company's service.In your calculation,the inputs used consist of the sum of your company's labor,materials,energy,and capital costs.This can also be referred to as:

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

When studying queuing models,a customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Which of the following items would be considered a facilitating product?

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationships

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management: Lean and Six Sigma in the Supply Chain

Domestic U.S.and Global Logistics

Customer Relationship Management

Global Location Decisions

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters