Question 1

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Accepted Answer

A)  Put up a serpentine lane to keep people from jumping ahead in line 
B)  Use humor to defuse a potentially irritating situation 
C)  Segment the customers 
D)  Assure customers that the wait is fair and inform them of the queue discipline 
E)  Tell people in the queue that each will be served as soon as possible 
A)  Put up a serpentine lane to keep people from jumping ahead in line 
B)  Use humor to defuse a potentially irritating situation 
C)  Segment the customers 
D)  Assure customers that the wait is fair and inform them of the queue discipline 
E)  Tell people in the queue that each will be served as soon as possible C

Question 2

Best customer last is a queue discipline discussed in the textbook.

Accepted Answer

A) True 
 B)False  False

Question 3

Which of the following is an example of a finite population in a queuing system?

Accepted Answer

A)  People waiting to place their order at a fast food restaurant. 
B)  The departmental faculty in line at the copy machine. 
C)  People waiting in line at an ATM. 
D)  Patients seeking help in a hospital emergency room. 
E)  Taxpayers calling for assistance from the IRS. 
A)  People waiting to place their order at a fast food restaurant. 
B)  The departmental faculty in line at the copy machine. 
C)  People waiting in line at an ATM. 
D)  Patients seeking help in a hospital emergency room. 
E)  Taxpayers calling for assistance from the IRS. B

Question 4

Which of the following refers to the physical presence of the customer in a service system?

Accepted Answer

A)  Creation of the service 
B)  Customer contact 
C)  Intermittent production 
D)  Continuous production 
E)  None of these 
A)  Creation of the service 
B)  Customer contact 
C)  Intermittent production 
D)  Continuous production 
E)  None of these

Question 5

Which of the following are the three major components of a queuing system?

Accepted Answer

A)  The source population, how customers exit the system, and the queuing discipline. 
B)  The number of servers, the service speed and the waiting line. 
C)  The source population, how the customer exits the system, and the servicing system. 
D)  The source population and the way customers arrive at the system, the serving systems, and how customers exit the system. 
E)  The service speed, the queue discipline and the waiting line. 
A)  The source population, how customers exit the system, and the queuing discipline. 
B)  The number of servers, the service speed and the waiting line. 
C)  The source population, how the customer exits the system, and the servicing system. 
D)  The source population and the way customers arrive at the system, the serving systems, and how customers exit the system. 
E)  The service speed, the queue discipline and the waiting line.

Question 6

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

Accepted Answer

A) True 
 B)False

Question 7

Assuming a 24 hour operation in a warehouse, and an arrival following Poisson distribution with mean rate of 36 per day and service (unloading using a single bay) following exponential with a rate of 48 trucks per day, answer the following question. What is the expected number of trucks in the system?

Accepted Answer

A)  2.25 
B)  1.5 
C)  2 
D)  1 
E)  3 
A)  2.25 
B)  1.5 
C)  2 
D)  1 
E)  3

Question 8

In a college registration process, several department heads have to approve an individual student's semester course load. What is the queuing system line structure?

Accepted Answer

A)  Single channel, single phase 
B)  Single channel, multiphase 
C)  Multichannel, single phase 
D)  Multichannel, multiphase 
E)  None of these 
A)  Single channel, single phase 
B)  Single channel, multiphase 
C)  Multichannel, single phase 
D)  Multichannel, multiphase 
E)  None of these

Question 9

A car wash is an example of a single channel, multiphase queuing system.

Accepted Answer

A) True 
 B)False

Question 10

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is not a suggestion for managing queues presented in the textbook?

Accepted Answer

A)  Train your servers to be friendly 
B)  Segment the customers 
C)  Determine an acceptable waiting time for your customers 
D)  Inform your customers of what to expect 
E)  Encourage customers to come during slack periods 
A)  Train your servers to be friendly 
B)  Segment the customers 
C)  Determine an acceptable waiting time for your customers 
D)  Inform your customers of what to expect 
E)  Encourage customers to come during slack periods

Question 12

There are different queuing models to fit different queuing situations.

Accepted Answer

A) True 
 B)False

Question 13

There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?

Accepted Answer

A)  Task 
B)  Time 
C)  Teamwork 
D)  Trust 
E)  Talent 
A)  Task 
B)  Time 
C)  Teamwork 
D)  Trust 
E)  Talent

Question 14

Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is not a queue discipline discussed in the textbook?

Accepted Answer

A)  First come, first served 
B)  Last in, first out 
C)  Limited needs 
D)  Shortest processing time 
E)  Best customer first 
A)  First come, first served 
B)  Last in, first out 
C)  Limited needs 
D)  Shortest processing time 
E)  Best customer first

Question 16

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 17

In a practical sense, an infinite queue is one that includes every possible member of the served population.

Accepted Answer

A) True 
 B)False

Question 18

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?

Accepted Answer

A)  5 hours 
B)  2.5 hours 
C)  0.2 hour 
D)  0.1 hour 
E)  None of these 
A)  5 hours 
B)  2.5 hours 
C)  0.2 hour 
D)  0.1 hour 
E)  None of these

Question 19

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

Accepted Answer

A)  Sales opportunity decreases while degree of customer/server contact increases. 
B)  Sales opportunity decreases while degree of customer/server contact decreases. 
C)  Sales opportunity increases while degree of customer/server contact decreases. 
D)  Sales opportunity increases while degree of customer/server contact increases. 
E)  None of the above 
A)  Sales opportunity decreases while degree of customer/server contact increases. 
B)  Sales opportunity decreases while degree of customer/server contact decreases. 
C)  Sales opportunity increases while degree of customer/server contact decreases. 
D)  Sales opportunity increases while degree of customer/server contact increases. 
E)  None of the above

Question 20

The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.

Accepted Answer

A) True 
 B)False

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Best customer last is a queue discipline discussed in the textbook.

Which of the following is an example of a finite population in a queuing system?

Which of the following refers to the physical presence of the customer in a service system?

Which of the following are the three major components of a queuing system?

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

In a college registration process, several department heads have to approve an individual student's semester course load. What is the queuing system line structure?

A car wash is an example of a single channel, multiphase queuing system.

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Which of the following is not a suggestion for managing queues presented in the textbook?

There are different queuing models to fit different queuing situations.

There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?

Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel.

Which of the following is not a queue discipline discussed in the textbook?

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

In a practical sense, an infinite queue is one that includes every possible member of the served population.

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.

Operations and Supply Chain Management

Strategy and Sustainability

Forecasting

Strategic Capacity Management

Projects

Manufacturing Processes

Sales and Operations Planning

Material Requirements Planning

Quality Management and Six Sigma

Inventory Management

Lean Supply Chains

Global Sourcing and Procurement

Location, Logistics, and Distribution

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Exam 7: Service Processes

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Best customer last is a queue discipline discussed in the textbook.

Which of the following is an example of a finite population in a queuing system?

Which of the following refers to the physical presence of the customer in a service system?

Which of the following are the three major components of a queuing system?

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

In a college registration process, several department heads have to approve an individual student's semester course load. What is the queuing system line structure?

A car wash is an example of a single channel, multiphase queuing system.

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Which of the following is not a suggestion for managing queues presented in the textbook?

There are different queuing models to fit different queuing situations.

There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?

Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel.

Which of the following is not a queue discipline discussed in the textbook?

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

In a practical sense, an infinite queue is one that includes every possible member of the served population.

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.

Operations and Supply Chain Management

Strategy and Sustainability

Forecasting

Strategic Capacity Management

Projects

Manufacturing Processes

Sales and Operations Planning

Material Requirements Planning

Quality Management and Six Sigma

Inventory Management

Lean Supply Chains

Global Sourcing and Procurement

Location, Logistics, and Distribution

Filters