Exam 12: Service Response Logistics

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

(True/False)

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Question 21

Baumol's disease refers to the fact that multiple factor productivity measures tend to be bad,because firms often concentrate on improving one,while neglecting others.

(True/False)

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Question 22

A very popular fast food restaurant is presently staffed with three cash register attendants that are taking orders.Upon entering the restaurant,customers must choose from three separate lines,each of which leads to one of the three registers.Immediately upon placing their order with the register attendant,customers are given their food and drinks by the register attendant.To analyze this situation you would use the queuing model for an infinite source,multiple servers,and multiple channels.

(True/False)

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Question 23

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

(Multiple Choice)

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Question 24

The three generic competitive strategies are:

(Multiple Choice)

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Question 25

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

(Multiple Choice)

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Question 26

When a customer takes their automobile to a carwash,the carwash provides state utility to the vehicle.

(True/False)

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Question 27

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

(Multiple Choice)

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Question 28

A bank provides service through a call center to customers internationally.Explain the importance of each of the following in terms of designing the call center and managing the daily operations: 1.Queuing management 2.Global service considerations 3.Facilitating products 4.Service quality expectations

(Essay)

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Question 29

Describe the key considerations of service managers which can help in providing a better service experience?

(Essay)

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Question 30

The optimal capacity utilization for an organization would be 100%.

(True/False)

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Question 31

In most services,customers are either directly or indirectly involved in the production of the service itself.

(True/False)

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Question 32

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

(True/False)

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Question 33

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

(True/False)

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Question 34

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

(True/False)

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Question 35

The Wal-Mart effect is best described by which of the following?

(Multiple Choice)

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Question 36

If $\lambda$ = 6 CUSTOMERS/HOUR and $\mu$ = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

(Multiple Choice)

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Question 37

Service provided by multiple servers acting in parallel is referred to as:

(Multiple Choice)

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Question 38

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

(True/False)

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Question 39

Which of the following would result in an INCREASE in productivity?

(Multiple Choice)

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Question 40

Showing 21 - 40 of 54

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Baumol's disease refers to the fact that multiple factor productivity measures tend to be bad,because firms often concentrate on improving one,while neglecting others.

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

The three generic competitive strategies are:

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

When a customer takes their automobile to a carwash,the carwash provides state utility to the vehicle.

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

Describe the key considerations of service managers which can help in providing a better service experience?

The optimal capacity utilization for an organization would be 100%.

In most services,customers are either directly or indirectly involved in the production of the service itself.

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

The Wal-Mart effect is best described by which of the following?

If $\lambda$ = 6 CUSTOMERS/HOUR and $\mu$ = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

Service provided by multiple servers acting in parallel is referred to as:

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

Which of the following would result in an INCREASE in productivity?

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

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Baumol's disease refers to the fact that multiple factor productivity measures tend to be bad,because firms often concentrate on improving one,while neglecting others.

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

The three generic competitive strategies are:

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

When a customer takes their automobile to a carwash,the carwash provides state utility to the vehicle.

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

Describe the key considerations of service managers which can help in providing a better service experience?

The optimal capacity utilization for an organization would be 100%.

In most services,customers are either directly or indirectly involved in the production of the service itself.

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

The Wal-Mart effect is best described by which of the following?

If λ\lambdaλ = 6 CUSTOMERS/HOUR and μ\muμ = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

Service provided by multiple servers acting in parallel is referred to as:

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

Which of the following would result in an INCREASE in productivity?

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

If $\lambda$ = 6 CUSTOMERS/HOUR and $\mu$ = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.