Exam 10: Managing Customer and Work Flows

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean server utilization (to two decimal places)?

For a single server, single queue system with an arrival rate of 12 customers per hour and a service rate of 14 customers per hour, what is the mean server utilization (to two decimal places)?

Which of the following activities would most likely not be associated with the "no customer contact" level of a service?

Accepting more reservations than can be accommodated is referred to as?

Managers can visualize the flow of customers through a service delivery system with a?

A worker at a grocery store directing customers to lines based on the amount of groceries they are purchasing is an example of?

The arrangement of a queue and servers is referred to as a queue _______?

The policy used to select the next customer to serve in a queuing system is referred to as the?

Which of the following activities is most likely beyond the line of visibility?

Offering diversions to occupy customers while they wait is referred to as?

For a single server, single queue system with an arrival rate of 12 customers per hour and a service rate of 20 customers per hour, what is the mean server utilization (to two decimal places)?

A grocery store that trains its self-stockers to also check out customers at the cash register is using what type of capacity management technique?

Describe why an airline might choose to implement an overbooking policy.

Part-time employees offer companies greater capacity flexibility.

For a single server, single queue system with an arrival rate of 6 customers per hour and a service rate of 15 customers per hour, what is the mean server utilization (to two decimal places)?

Assume that customer arrivals at a small cafe can be modeled by a Poisson distribution. The average arrival rate is 3 customers per hour. What is the probability of exactly 1 arrival in the next hour (to two decimal places)?

In a customer flow map, customers cannot wait at more than one location within the process.

SCEM software is used for?

A customer that gives up and leaves the queue is?

Using customers as servers is associated with what type of capacity management technique?