Exam 12: Service Response Logistics

Service provided by multiple servers acting in parallel is referred to as:

Capacity utilization =

An office setting could be an example of a departmental layout that maximizes closeness desirability.

Which of the following is NOT a technique for managing customers' perceived waiting times:

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 3 customers per hour, determine the mean interarrival time.

When a level demand strategy is used for managing capacity, the firm is required to use a demand management or queue management tactic to deal with excess customers.

Customer satisfaction with the service depends not only on the ability of the firm to deliver what customers want, but on the customers' perceptions of the quality of service received. .

According to the text, which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

A self-service buffet restaurant layout would be designed to keep customers there over long time periods.

The goal of an efficient queuing system is that customers never have to wait in a queue.

If the average service rate is 12 minutes per customer, and assuming the negative exponential distribution is used to describe the randomness of the service time distribution, then determine the probability that the service time will be less than or equal to 10 minutes.

A microfranchise is a type of franchising concept which is seen as a good way for economically disadvantaged people to make a living.

All of the following are considerations used in designing service layouts EXCEPT:

A retailer with two checkout stands is an example of a single-channel, multiple-phase queuing system.

The dimension of service quality concerned with using knowledgeable, competent, courteous employees who convey trust and confidence to customers is referred to as:

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

When demand exceeds capacity, a typical capacity management technique to cross-train workers.

What are three key differences between services and manufacturing?

According to the text, good queue management consists of managing only what the customer perceives to be as the waiting time.

The average transaction at a single channel, single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average, what is the server utilization? (Choose the closest answer.)