Question 1

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

Accepted Answer

A)  High sales opportunity 
B)  High degree of customer/server contact 
C)  High production efficiency 
D)  Low sales opportunity 
E)  None of these 
A)  High sales opportunity 
B)  High degree of customer/server contact 
C)  High production efficiency 
D)  Low sales opportunity 
E)  None of these

Question 2

Customer contact refers to creation of the service.

Accepted Answer

A) True 
 B)False

Question 3

Poka-yoke is roughly translated from Japanese as "avoid mistakes."

Accepted Answer

A) True 
 B)False

Question 4

The customer arrivals in a queuing system come almost exclusively from infinite populations.

Accepted Answer

A) True 
 B)False

Question 5

Customers arrive at a single self-serve coffee machine in a busy mall at the rate of 20 per hour, following Poisson distribution. Each customer takes exactly 90 seconds to get his or her coffee. What is the expected number of customers in queue at this coffee machine?

Accepted Answer

A)  1.0 
B)  1.5 
C)  0.5 
D)  2.0 
E)  3.0 
A)  1.0 
B)  1.5 
C)  0.5 
D)  2.0 
E)  3.0

Question 6

Machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns?

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 7

The service-system design matrix identifies five alternative forms of service encounters.

Accepted Answer

A) True 
 B)False

Question 8

Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.

Accepted Answer

A) True 
 B)False

Question 9

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)  Train your servers to be friendly 
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)  Train your servers to be friendly 
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

Question 10

In a practical sense, a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

Accepted Answer

A) True 
 B)False

Question 11

Poka-yoke is roughly translated from Japanese as "quality management."

Accepted Answer

A) True 
 B)False

Question 12

It is difficult to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 13

Arrival characteristics in a queuing problem analysis include the length of the queue.

Accepted Answer

A) True 
 B)False

Question 14

Every service has a service package, which is defined as a bundle of goods and services provided in some environment. The service package consists of five features. Which of the following is not one of these features?

Accepted Answer

A)  Supporting facility 
B)  Facilitating services 
C)  Information 
D)  Explicit Services 
E)  Implicit Services 
A)  Supporting facility 
B)  Facilitating services 
C)  Information 
D)  Explicit Services 
E)  Implicit Services

Question 15

A company is concerned about the number of customers that have to wait for service in their customer service department. Assume the rate at which customers arrive is 12 per hour. Using the infinite queuing notion for the models presented in the textbook, which of the following is the mean time between arrivals?

Accepted Answer

A)  12 minutes 
B)  6 minutes 
C)  2 minutes 
D)  1 minute 
E)  None of these 
A)  12 minutes 
B)  6 minutes 
C)  2 minutes 
D)  1 minute 
E)  None of these

Question 16

Platform service business model describes an approach where
a) consumers and producers/service creators are brought together for a social cause.
b) transaction provider connects the customer and providers and collects the charges.
c) an example of a transaction provider would be eBay.
d) another model of manufacture is described.
A) Option A
B) Option B
C) Option C
D) Option D

Accepted Answer

The answer of Platform service business model describes an approach...

Question 17

Buying food at a large food store with multiple checkout counters features which type of 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 18

The work process involved in providing the service must involve the physical presence of the customer in the system.

Accepted Answer

A) True 
 B)False

Question 19

The "line of visibility" is a feature of:

Accepted Answer

A)  a single-channel, single phase queuing system. 
B)  the service blueprint. 
C)  an entertainment activity for people waiting in line for a service. 
D)  a waiting line that allows visibility of the server(s) tending to customers in front of you. 
E)  None of these 
A)  a single-channel, single phase queuing system. 
B)  the service blueprint. 
C)  an entertainment activity for people waiting in line for a service. 
D)  a waiting line that allows visibility of the server(s) tending to customers in front of you. 
E)  None of these

Question 20

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

Accepted Answer

A)  Try to divert your customer's attention when waiting 
B)  Segment the customers 
C)  Encourage customers to come during a slack period 
D)  Train your servers to be friendly 
E)  Periodically close the service channel to temporarily disperse the line 
A)  Try to divert your customer's attention when waiting 
B)  Segment the customers 
C)  Encourage customers to come during a slack period 
D)  Train your servers to be friendly 
E)  Periodically close the service channel to temporarily disperse the line

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

Customer contact refers to creation of the service.

Poka-yoke is roughly translated from Japanese as "avoid mistakes."

The customer arrivals in a queuing system come almost exclusively from infinite populations.

Customers arrive at a single self-serve coffee machine in a busy mall at the rate of 20 per hour, following Poisson distribution. Each customer takes exactly 90 seconds to get his or her coffee. What is the expected number of customers in queue at this coffee machine?

Machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns?

The service-system design matrix identifies five alternative forms of service encounters.

Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.

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

In a practical sense, a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

Poka-yoke is roughly translated from Japanese as "quality management."

It is difficult to separate the operations management functions from marketing in services.

Arrival characteristics in a queuing problem analysis include the length of the queue.

Every service has a service package, which is defined as a bundle of goods and services provided in some environment. The service package consists of five features. Which of the following is not one of these features?

Buying food at a large food store with multiple checkout counters features which type of queuing system line structure?

The work process involved in providing the service must involve the physical presence of the customer in the system.

The "line of visibility" is a feature of:

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

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

Exam 7: Service Processes

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

Customer contact refers to creation of the service.

Poka-yoke is roughly translated from Japanese as "avoid mistakes."

The customer arrivals in a queuing system come almost exclusively from infinite populations.

Customers arrive at a single self-serve coffee machine in a busy mall at the rate of 20 per hour, following Poisson distribution. Each customer takes exactly 90 seconds to get his or her coffee. What is the expected number of customers in queue at this coffee machine?

Machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns?

The service-system design matrix identifies five alternative forms of service encounters.

Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.

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

In a practical sense, a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

Poka-yoke is roughly translated from Japanese as "quality management."

It is difficult to separate the operations management functions from marketing in services.

Arrival characteristics in a queuing problem analysis include the length of the queue.

Every service has a service package, which is defined as a bundle of goods and services provided in some environment. The service package consists of five features. Which of the following is not one of these features?

Buying food at a large food store with multiple checkout counters features which type of queuing system line structure?

The work process involved in providing the service must involve the physical presence of the customer in the system.

The "line of visibility" is a feature of:

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

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