Question 1

Cycle time is the average time to complete a service operation.

Accepted Answer

A) True 
 B)False  False

Question 2

Mid-Columbia Medical Center has a special employee-only entrance to enhance security.

Accepted Answer

A) True 
 B)False  False

Question 3

Bottlenecks usually are associated with process layouts.

Accepted Answer

A) True 
 B)False  False

Question 4

Capacity utilization of individual operations is a dangerous performance metric.

Accepted Answer

A) True 
 B)False

Question 5

The CRAFT program for facility layout uses an initial solution to:

Accepted Answer

A)  be tested for improvement. 
B)  arrive at a feasible solution. 
C)  provide an analytical solution. 
D)  define the layout problem. 
A)  be tested for improvement. 
B)  arrive at a feasible solution. 
C)  provide an analytical solution. 
D)  define the layout problem.

Question 6

Identify the bottleneck operation in the following exclusive hairdressing salon. Activity Average time, min.

Accepted Answer

A)  Pre-counseling 15 
B)  Shampoo 10 
C)  Haircut 30 
D)  Manicure 20 
A)  Pre-counseling 15 
B)  Shampoo 10 
C)  Haircut 30 
D)  Manicure 20

Question 7

The customer is a(n) ________ in the service process and his/her impression of the service quality is influenced by many __________.

Accepted Answer

A)  observer/perceptions 
B)  observer/observations 
C)  participant/perceptions 
D)  participant/observations 
A)  observer/perceptions 
B)  observer/observations 
C)  participant/perceptions 
D)  participant/observations

Question 8

At a roadside snake farm, both customer and employee perform within the servicescape.

Accepted Answer

A) True 
 B)False

Question 9

A process layout, done correctly, promotes standardized service.

Accepted Answer

A) True 
 B)False

Question 10

The design of facilities is dependent entirely on the construction and operating costs of the facilities.

Accepted Answer

A) True 
 B)False

Question 11

The line balancing problem arises because of:

Accepted Answer

A)  mismatched capacities of the various operations. 
B)  mismatched labor inputs required at various operations. 
C)  large waiting lines. 
D)  inflexibility of the line. 
A)  mismatched capacities of the various operations. 
B)  mismatched labor inputs required at various operations. 
C)  large waiting lines. 
D)  inflexibility of the line.

Question 12

A product layout would facilitate the concept of:

Accepted Answer

A)  service in series. 
B)  service in parallel. 
C)  a first come, first served policy. 
D)  balanced flow. 
A)  service in series. 
B)  service in parallel. 
C)  a first come, first served policy. 
D)  balanced flow.

Question 13

A well-conceived servicescape can communicate desired customer behavior.

Accepted Answer

A) True 
 B)False

Question 14

The bottleneck activity of a process is shown as an unbroken bar in a Gantt chart. 
Multiple Choice

Accepted Answer

A) True 
 B)False

Question 15

In a product layout, the bottleneck operation defines the capacity of the service.

Accepted Answer

A) True 
 B)False

Question 16

In the design of a fitness center, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility.

Accepted Answer

A)  At the back of the gym near the aerobic equipment. 
B)  Near the entrance/exit of the gym. 
C)  In a small alcove set to one side of the gym. 
D)  Upstairs in a separate enclosed room marked by a sign. 
A)  At the back of the gym near the aerobic equipment. 
B)  Near the entrance/exit of the gym. 
C)  In a small alcove set to one side of the gym. 
D)  Upstairs in a separate enclosed room marked by a sign.

Question 17

The product layout often requires special equipment and special skills to deal with high volume of demand for service that is anticipated. These factors create a very inflexible layout.

Accepted Answer

A) True 
 B)False

Question 18

The physical complexity of the servicescape for L.L. Bean is categorized as lean.

Accepted Answer

A) True 
 B)False

Question 19

A fixed sequence of steps that all customers must experience is characteristic of process layouts.

Accepted Answer

A) True 
 B)False

Question 20

Heuristic algorithms not only are appealing intuitively, but they also guarantee optimal solutions.

Accepted Answer

A) True 
 B)False

Cycle time is the average time to complete a service operation.

Mid-Columbia Medical Center has a special employee-only entrance to enhance security.

Bottlenecks usually are associated with process layouts.

Capacity utilization of individual operations is a dangerous performance metric.

The CRAFT program for facility layout uses an initial solution to:

Identify the bottleneck operation in the following exclusive hairdressing salon. Activity Average time, min.

The customer is a(n) in the service process and his/her impression of the service quality is influenced by many __.

At a roadside snake farm, both customer and employee perform within the servicescape.

A process layout, done correctly, promotes standardized service.

The design of facilities is dependent entirely on the construction and operating costs of the facilities.

The line balancing problem arises because of:

A product layout would facilitate the concept of:

A well-conceived servicescape can communicate desired customer behavior.

The bottleneck activity of a process is shown as an unbroken bar in a Gantt chart. Multiple Choice

In a product layout, the bottleneck operation defines the capacity of the service.

In the design of a fitness center, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility.

The product layout often requires special equipment and special skills to deal with high volume of demand for service that is anticipated. These factors create a very inflexible layout.

The physical complexity of the servicescape for L.L. Bean is categorized as lean.

A fixed sequence of steps that all customers must experience is characteristic of process layouts.

Heuristic algorithms not only are appealing intuitively, but they also guarantee optimal solutions.

The Service Economy

Service Strategy

The Service Encounter

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 5: Supporting Facility and Process Flows

Cycle time is the average time to complete a service operation.

Mid-Columbia Medical Center has a special employee-only entrance to enhance security.

Bottlenecks usually are associated with process layouts.

Capacity utilization of individual operations is a dangerous performance metric.

The CRAFT program for facility layout uses an initial solution to:

Identify the bottleneck operation in the following exclusive hairdressing salon. Activity Average time, min.

The customer is a(n) ________ in the service process and his/her impression of the service quality is influenced by many __________.

At a roadside snake farm, both customer and employee perform within the servicescape.

A process layout, done correctly, promotes standardized service.

The design of facilities is dependent entirely on the construction and operating costs of the facilities.

The line balancing problem arises because of:

A product layout would facilitate the concept of:

A well-conceived servicescape can communicate desired customer behavior.

The bottleneck activity of a process is shown as an unbroken bar in a Gantt chart. Multiple Choice

In a product layout, the bottleneck operation defines the capacity of the service.

In the design of a fitness center, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility.

The product layout often requires special equipment and special skills to deal with high volume of demand for service that is anticipated. These factors create a very inflexible layout.

The physical complexity of the servicescape for L.L. Bean is categorized as lean.

A fixed sequence of steps that all customers must experience is characteristic of process layouts.

Heuristic algorithms not only are appealing intuitively, but they also guarantee optimal solutions.

The Service Economy

Service Strategy

The Service Encounter

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

The customer is a(n) in the service process and his/her impression of the service quality is influenced by many __.