Question 1

For the exponential distribution we have:

Accepted Answer

A)  the mean equal to its standard deviation. 
B)  the variance equal to the standard deviation. 
C)  no specific relationship between mean and variance. 
D)  the mean equal to the reciprocal of the variance. 
A)  the mean equal to its standard deviation. 
B)  the variance equal to the standard deviation. 
C)  no specific relationship between mean and variance. 
D)  the mean equal to the reciprocal of the variance. A

Question 2

Spatial distribution of demand is important to consider in which of the following services?

Accepted Answer

A)  Restaurants 
B)  Banking 
C)  Emergency ambulance services 
D)  Motels 
A)  Restaurants 
B)  Banking 
C)  Emergency ambulance services 
D)  Motels C

Question 3

All but one of the following are techniques to lessen the boredom of waiting customers:

Accepted Answer

A)  placement of mirrors in elevators. 
B)  telling customers how long the wait is at different points in the queue. 
C)  installing a television tuned to CNN. 
D)  displaying time with a large analog clock. 
A)  placement of mirrors in elevators. 
B)  telling customers how long the wait is at different points in the queue. 
C)  installing a television tuned to CNN. 
D)  displaying time with a large analog clock. D

Question 4

Concealment of the waiting line or at least part of it is a very effective deterrent against reneging.

Accepted Answer

A) True 
 B)False

Question 5

The term interarrival time refers to the time elapsed between initiation of service and its completion.

Accepted Answer

A) True 
 B)False

Question 6

Multiple-queue configuration may deter balking behavior. 
Multiple Choice

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is not an effective way to manage the psychology of waiting?

Accepted Answer

A)  Prominently display time with a large analog clock. 
B)  Inform customers when long waits are anticipated. 
C)  Use diversions to occupy customer waiting times. 
D)  Employ a take-a-number system to ensure fairness. 
A)  Prominently display time with a large analog clock. 
B)  Inform customers when long waits are anticipated. 
C)  Use diversions to occupy customer waiting times. 
D)  Employ a take-a-number system to ensure fairness.

Question 8

Empirical studies have suggested that the distribution of inter-arrival times is:

Accepted Answer

A)  Poisson 
B)  Exponential 
C)  Uniform 
D)  FCFS 
A)  Poisson 
B)  Exponential 
C)  Uniform 
D)  FCFS

Question 9

According to Maister, one of the following statements is not true of waits.

Accepted Answer

A)  Unoccupied time feels longer than occupied time. 
B)  Anxiety makes waits feel longer. 
C)  In-process waits feel longer than preprocess waits. 
D)  Unfair waits feel longer than fair waits. 
A)  Unoccupied time feels longer than occupied time. 
B)  Anxiety makes waits feel longer. 
C)  In-process waits feel longer than preprocess waits. 
D)  Unfair waits feel longer than fair waits.

Question 10

Demand smoothing is accomplished by the differential pricing policy of telephone companies.

Accepted Answer

A) True 
 B)False

Question 11

A single-server food cart competes with several nearby food carts and experiences arrival of customers during an 8-hour period as shown:   Customers would probably exhibit a high incidence of ________ during the 11 A.m.-1 p.m. and 4 p.m.-5 p.m. periods; to avoid this opportunity cost, the cart owner should __________

Accepted Answer

A)  balking; offer "2 for 1" specials during slow periods. 
B)  reneging; expand the menu. 
C)  jockeying; offer price discounts between 2 p.m. and 4 p.m. 
D)  balking; add another server during peak periods. 
A)  balking; offer "2 for 1" specials during slow periods. 
B)  reneging; expand the menu. 
C)  jockeying; offer price discounts between 2 p.m. and 4 p.m. 
D)  balking; add another server during peak periods.

Question 12

Which of the following is not an essential feature of a queuing system?

Accepted Answer

A)  Calling population 
B)  Queue configuration 
C)  Service process 
D)  Customer 
A)  Calling population 
B)  Queue configuration 
C)  Service process 
D)  Customer

Question 13

For a multiple channel queuing system with multiple queues, allowing customers to jockey will enhance service utilization.

Accepted Answer

A) True 
 B)False

Question 14

Which one of the following is not true of multiple queue configurations?

Accepted Answer

A)  Jockeying is eliminated. 
B)  Division of labor is possible. 
C)  Service provided can be differentiated. 
D)  The FCFS rule is not always followed. 
A)  Jockeying is eliminated. 
B)  Division of labor is possible. 
C)  Service provided can be differentiated. 
D)  The FCFS rule is not always followed.

Question 15

The time a consumer will spend waiting is directly related to the amount of money he is paying for the service. The less the service costs him, the longer he is willing to wait.

Accepted Answer

A) True 
 B)False

Question 16

The FCFS rule is most often used because:

Accepted Answer

A)  analytical models depend upon its use. 
B)  it represents social justice. 
C)  it is viewed as fair. 
D)  most other rules are not as easily applied. 
A)  analytical models depend upon its use. 
B)  it represents social justice. 
C)  it is viewed as fair. 
D)  most other rules are not as easily applied.

Question 17

Supermarkets can be described by which of the following facility arrangement?

Accepted Answer

A)  Self-serve followed by service in parallel 
B)  Many service centers in parallel and series 
C)  Servers in parallel 
D)  Self-service 
A)  Self-serve followed by service in parallel 
B)  Many service centers in parallel and series 
C)  Servers in parallel 
D)  Self-service

Question 18

For a single channel queuing system with finite queue, the value of SYMBOL 108 \f "Symbol" may exceed SYMBOL 109 \f "Symbol" because some potential customers are forced to balk.

Accepted Answer

A) True 
 B)False

Question 19

Balking is the term used to describe the phenomenon of customers leaving a queue that they have joined before service is rendered.

Accepted Answer

A) True 
 B)False

Question 20

After selecting a line in a multiple queue system, a customer is ________ when she or he switches to a different line perceive it to be moving faster.

Accepted Answer

A)  jockeying 
B)  balking 
C)  reneging 
D)  weaving 
A)  jockeying 
B)  balking 
C)  reneging 
D)  weaving

For the exponential distribution we have:

Spatial distribution of demand is important to consider in which of the following services?

All but one of the following are techniques to lessen the boredom of waiting customers:

Concealment of the waiting line or at least part of it is a very effective deterrent against reneging.

The term interarrival time refers to the time elapsed between initiation of service and its completion.

Multiple-queue configuration may deter balking behavior. Multiple Choice

Which of the following is not an effective way to manage the psychology of waiting?

Empirical studies have suggested that the distribution of inter-arrival times is:

According to Maister, one of the following statements is not true of waits.

Demand smoothing is accomplished by the differential pricing policy of telephone companies.

A single-server food cart competes with several nearby food carts and experiences arrival of customers during an 8-hour period as shown: Customers would probably exhibit a high incidence of during the 11 A.m.-1 p.m. and 4 p.m.-5 p.m. periods; to avoid this opportunity cost, the cart owner should __

Which of the following is not an essential feature of a queuing system?

For a multiple channel queuing system with multiple queues, allowing customers to jockey will enhance service utilization.

Which one of the following is not true of multiple queue configurations?

The time a consumer will spend waiting is directly related to the amount of money he is paying for the service. The less the service costs him, the longer he is willing to wait.

The FCFS rule is most often used because:

Supermarkets can be described by which of the following facility arrangement?

For a single channel queuing system with finite queue, the value of SYMBOL 108 \f "Symbol" may exceed SYMBOL 109 \f "Symbol" because some potential customers are forced to balk.

Balking is the term used to describe the phenomenon of customers leaving a queue that they have joined before service is rendered.

After selecting a line in a multiple queue system, a customer is ________ when she or he switches to a different line perceive it to be moving faster.

The Service Economy

Service Strategy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 12: Managing Waiting Lines

For the exponential distribution we have:

Spatial distribution of demand is important to consider in which of the following services?

All but one of the following are techniques to lessen the boredom of waiting customers:

Concealment of the waiting line or at least part of it is a very effective deterrent against reneging.

The term interarrival time refers to the time elapsed between initiation of service and its completion.

Multiple-queue configuration may deter balking behavior. Multiple Choice

Which of the following is not an effective way to manage the psychology of waiting?

Empirical studies have suggested that the distribution of inter-arrival times is:

According to Maister, one of the following statements is not true of waits.

Demand smoothing is accomplished by the differential pricing policy of telephone companies.

Which of the following is not an essential feature of a queuing system?

For a multiple channel queuing system with multiple queues, allowing customers to jockey will enhance service utilization.

Which one of the following is not true of multiple queue configurations?

The time a consumer will spend waiting is directly related to the amount of money he is paying for the service. The less the service costs him, the longer he is willing to wait.

The FCFS rule is most often used because:

Supermarkets can be described by which of the following facility arrangement?

For a single channel queuing system with finite queue, the value of SYMBOL 108 \f "Symbol" may exceed SYMBOL 109 \f "Symbol" because some potential customers are forced to balk.

Balking is the term used to describe the phenomenon of customers leaving a queue that they have joined before service is rendered.

After selecting a line in a multiple queue system, a customer is ________ when she or he switches to a different line perceive it to be moving faster.

The Service Economy

Service Strategy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters