Question 1

The method for determining customer service system performance and wait times for customer is known as

Accepted Answer

A) service recovery planning. 
B) queuing theory. 
C) coproduction. 
D) statistical capacity planning. 
A) service recovery planning. 
B) queuing theory. 
C) coproduction. 
D) statistical capacity planning. B

Question 2

The steps an entity performs in a PCN diagram when they do not interact with other entities is called ________.

Accepted Answer

independent process

Question 3

Use the information below to answer the following question(s).
A bank is opening a new location in a business district.They have to determine how many teller windows to have open during the busy lunchtime hour.The demand during this hour is forecast to be normally distributed with a mean of 23 customers and a standard deviation of 10 customers.The average business revenue generated from each customer is $25 and each customer takes an average of 5 minutes to be served.Tellers are paid an hourly wage of $20.
-What is the cost of insufficient capacity (i.e.insufficient number of teller windows open)(CU)?

Accepted Answer

A) $15.67 
B) $23.33 
C) $25 
D) $32.33 
A) $15.67 
B) $23.33 
C) $25 
D) $32.33 B

Question 4

In a service setting,physical facilities and equipment are somewhat more flexible than employees.

Accepted Answer

A) True 
 B)False

Question 5

Self-service at a retail checkout is an example of coproduction.

Accepted Answer

A) True 
 B)False

Question 6

Use the information below to answer the following question(s).
A bank is opening a new location in a business district.They have to determine how many teller windows to have open during the busy lunchtime hour.The demand during this hour is forecast to be normally distributed with a mean of 23 customers and a standard deviation of 10 customers.The average business revenue generated from each customer is $25 and each customer takes an average of 5 minutes to be served.Tellers are paid an hourly wage of $20.
-What is the capacity workforce cost of serving each customer?

Accepted Answer

A) $5 
B) $20 
C) $1.67 
D) $4.33 
A) $5 
B) $20 
C) $1.67 
D) $4.33

Question 7

What is the concept of simultaneity with reference to service system operations? What is the implication of simultaneity for service system operations? What challenges does it pose and how can managers deal with the challenge(s)?

Accepted Answer

Simultaneity means that the production o

Question 8

The least efficient steps in a service operation tend to be those that involve independent operation by the service provider.

Accepted Answer

A) True 
 B)False

Question 9

An unfilled seat on an airline flight is an example of

Accepted Answer

A) wasted capacity. 
B) time perishable capacity. 
C) lost productivity. 
D) mismatched demand. 
A) wasted capacity. 
B) time perishable capacity. 
C) lost productivity. 
D) mismatched demand.

Question 10

Use the information below to answer the following question(s).
A steady stream of eager fresh-faced students waits in line to register for classes before the start of fall semester classes.Students arrive at the rate of 10 per hour and it takes the single clerk on duty an average of 3 minutes to check their student status,and register them for classes.The service time is exponentially distributed.
-What is the average utilization of the server?

Accepted Answer

A) 25% 
B) 50% 
C) 75% 
D) 90% 
A) 25% 
B) 50% 
C) 75% 
D) 90%

Question 11

In a Process Chain Network (PCN)diagram,an entity is a

Accepted Answer

A) service provider. 
B) customer. 
C) supplier. 
D) All of the above 
E) None of the above 
A) service provider. 
B) customer. 
C) supplier. 
D) All of the above 
E) None of the above

Question 12

It is often said that the customer is the key or central element in most service system operations.Why is that?

Accepted Answer

The input of customer provided resources

Question 13

Use the information below to answer the following question(s).
A steady stream of eager fresh-faced students waits in line to register for classes before the start of fall semester classes.Students arrive at the rate of 10 per hour and it takes the single clerk on duty an average of 3 minutes to check their student status,and register them for classes.The service time is exponentially distributed.
-What is the service time in number of students serviced per hour?

Accepted Answer

A) 20 
B) 45 
C) 60 
D) 90 
A) 20 
B) 45 
C) 60 
D) 90

Question 14

The Japanese term for failsafing is called ________.

Accepted Answer

The answer of The Japanese term for failsafing is called...

Question 15

A tool used to evaluate the interactions between service providers and customers is called a ________.

Accepted Answer

process ch

Question 16

What is unused capacity (at times of low demand)that is lost forever called?

Accepted Answer

A) Wasted capacity 
B) Lost revenue 
C) Lost utilization 
D) Time perishable capacity 
A) Wasted capacity 
B) Lost revenue 
C) Lost utilization 
D) Time perishable capacity

Question 17

A method for making capacity decisions in services that measures the tradeoffs between the cost of understocking and the cost of overstocking is

Accepted Answer

A) demand forecasting. 
B) queuing theory. 
C) newsvendor analysis. 
D) statistical capacity planning. 
A) demand forecasting. 
B) queuing theory. 
C) newsvendor analysis. 
D) statistical capacity planning.

Question 18

The least efficient steps in a service operation tend to be those that involve ________.

Accepted Answer

The answer of The least efficient steps in a service...

Question 19

Service operations are production processes wherein each customer is a supplier of process inputs.

Accepted Answer

A) True 
 B)False

Question 20

What are the three important regions of a service provider's process domain as represented on a process chain network (PCN)diagram? What implication do those three regions have in terms of cost and efficiency?

Accepted Answer

A process domain has three regions:
1.Th

The method for determining customer service system performance and wait times for customer is known as

The steps an entity performs in a PCN diagram when they do not interact with other entities is called ________.

In a service setting,physical facilities and equipment are somewhat more flexible than employees.

Self-service at a retail checkout is an example of coproduction.

What is the concept of simultaneity with reference to service system operations? What is the implication of simultaneity for service system operations? What challenges does it pose and how can managers deal with the challenge(s)?

The least efficient steps in a service operation tend to be those that involve independent operation by the service provider.

An unfilled seat on an airline flight is an example of

In a Process Chain Network (PCN)diagram,an entity is a

It is often said that the customer is the key or central element in most service system operations.Why is that?

The Japanese term for failsafing is called ________.

A tool used to evaluate the interactions between service providers and customers is called a ________.

What is unused capacity (at times of low demand)that is lost forever called?

A method for making capacity decisions in services that measures the tradeoffs between the cost of understocking and the cost of overstocking is

The least efficient steps in a service operation tend to be those that involve ________.

Service operations are production processes wherein each customer is a supplier of process inputs.

What are the three important regions of a service provider's process domain as represented on a process chain network (PCN)diagram? What implication do those three regions have in terms of cost and efficiency?

Introduction to Supply Chain and Operations Management

Supply Chain and Operations Strategy

Product and Process Design and Mapping

Customer Relationship Management

Strategic Sourcing

Supplier Management

Demand Management and Forecasting

Inventory Management Fundamentals and Independent Demand

Sales and Operations Planning and Enterprise Resource Planning

Logistics

Project Management

Supply Chain Quality Management

Statistical Process Control

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Exam 4: Service Design

The method for determining customer service system performance and wait times for customer is known as

The steps an entity performs in a PCN diagram when they do not interact with other entities is called ________.

In a service setting,physical facilities and equipment are somewhat more flexible than employees.

Self-service at a retail checkout is an example of coproduction.

What is the concept of simultaneity with reference to service system operations? What is the implication of simultaneity for service system operations? What challenges does it pose and how can managers deal with the challenge(s)?

The least efficient steps in a service operation tend to be those that involve independent operation by the service provider.

An unfilled seat on an airline flight is an example of

In a Process Chain Network (PCN)diagram,an entity is a

It is often said that the customer is the key or central element in most service system operations.Why is that?

The Japanese term for failsafing is called ________.

A tool used to evaluate the interactions between service providers and customers is called a ________.

What is unused capacity (at times of low demand)that is lost forever called?

A method for making capacity decisions in services that measures the tradeoffs between the cost of understocking and the cost of overstocking is

The least efficient steps in a service operation tend to be those that involve ________.

Service operations are production processes wherein each customer is a supplier of process inputs.

What are the three important regions of a service provider's process domain as represented on a process chain network (PCN)diagram? What implication do those three regions have in terms of cost and efficiency?

Introduction to Supply Chain and Operations Management

Supply Chain and Operations Strategy

Product and Process Design and Mapping

Customer Relationship Management

Strategic Sourcing

Supplier Management

Demand Management and Forecasting

Inventory Management Fundamentals and Independent Demand

Sales and Operations Planning and Enterprise Resource Planning

Logistics

Project Management

Supply Chain Quality Management

Statistical Process Control

New Section

Filters