Question 1

The movement or transfer of work from the customer or demand source through the organization is referred to as work flow.

Accepted Answer

A) True 
 B)False

Question 2

Disney World's FASTPASS system is an example of a?

Accepted Answer

A)  VIP program 
B)  Customer segmentation program 
C)  Discount/promotion program 
D)  Virtual queue 
A)  VIP program 
B)  Customer segmentation program 
C)  Discount/promotion program 
D)  Virtual queue

Question 3

A customer that chooses not to join a queue because it is too long is?

Accepted Answer

A)  Reneging 
B)  Balking 
C)  Jockeying 
D)  Neither reneging, balking, nor jockeying 
A)  Reneging 
B)  Balking 
C)  Jockeying 
D)  Neither reneging, balking, nor jockeying

Question 4

Long queues are evidence of a _________ problem.

Accepted Answer

The answer of Long queues are evidence of a _________...

Question 5

An automated system for cell phone customers to check their current balance and pay their bill is an example of?

Accepted Answer

A)  Cross-training employees 
B)  Overbooking 
C)  Self-service 
D)  Capacity sharing 
A)  Cross-training employees 
B)  Overbooking 
C)  Self-service 
D)  Capacity sharing

Question 6

Mean server utilization is defined as the ratio of the mean arrival rate over the mean service rate.

Accepted Answer

A) True 
 B)False

Question 7

________________ are locations where customers interact with company employees.

Accepted Answer

Customer c

Question 8

SCEM software is used to look at historical data and evaluate past decisions.

Accepted Answer

A) True 
 B)False

Question 9

In the context of service blueprinting, a customer's food being prepared in a closed kitchen is occurring beyond the?

Accepted Answer

A)  Line of sight 
B)  Line of visibility 
C)  Line of disruption 
D)  Line of supervision 
A)  Line of sight 
B)  Line of visibility 
C)  Line of disruption 
D)  Line of supervision

Question 10

Overbooking is most often associated with yield/revenue management.

Accepted Answer

A) True 
 B)False

Question 11

The First Law of Service suggests that?

Accepted Answer

A)  Satisfaction = expectation - perception 
B)  Satisfaction = perception - expectation 
C)  Perception = satisfaction - expectation 
D)  Expectation = perception - satisfaction 
A)  Satisfaction = expectation - perception 
B)  Satisfaction = perception - expectation 
C)  Perception = satisfaction - expectation 
D)  Expectation = perception - satisfaction

Question 12

A grocery store provides samples of cheeses and crackers while customers wait in line. This is an example of?

Accepted Answer

A)  Complementary services 
B)  Reservations 
C)  Demand sorting 
D)  Pricing policies/promotions 
A)  Complementary services 
B)  Reservations 
C)  Demand sorting 
D)  Pricing policies/promotions

Question 13

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 2 or fewer arrivals in the next hour (to three decimal places)?

Accepted Answer

A)  Cannot be determined from the information given 
B)  0.152 
C)  0.224 
D)  0.423 
A)  Cannot be determined from the information given 
B)  0.152 
C)  0.224 
D)  0.423

Question 14

____________ is the ratio of the mean number of customers in queue over the mean arrival rate.

Accepted Answer

Mean waiti

Question 15

Electricity companies may reduce their prices during low demand periods. This is an example of?

Accepted Answer

A)  Complementary services 
B)  Reservations 
C)  Demand sorting 
D)  Pricing policies/promotions 
A)  Complementary services 
B)  Reservations 
C)  Demand sorting 
D)  Pricing policies/promotions

Question 16

Briefly describe the relative advantages and disadvantages of utilizing process automation in a service environment. Provide one example where automation may be beneficial and one where it might be detrimental.

Accepted Answer

A successful answer will describe how au

Question 17

Using a single queue to feed multiple servers ("a snake line") is an example of?

Accepted Answer

A)  Keeping customers informed 
B)  Designing a fair waiting system 
C)  Keeping customers occupied 
D)  Grouping customers together 
A)  Keeping customers informed 
B)  Designing a fair waiting system 
C)  Keeping customers occupied 
D)  Grouping customers together

Question 18

Customer employee interaction takes place at customer contact points.

Accepted Answer

A) True 
 B)False

Question 19

Posting expected waiting times is an example of?

Accepted Answer

A)  Keeping customers informed 
B)  Designing a fair waiting system 
C)  Keeping customers occupied 
D)  Grouping customers together 
A)  Keeping customers informed 
B)  Designing a fair waiting system 
C)  Keeping customers occupied 
D)  Grouping customers together

Question 20

Allowing employees to seamlessly move from an idle process to a busy process is associated with what type of capacity management technique?

Accepted Answer

A)  Employee scheduling 
B)  Yield/revenue management 
C)  Capacity sharing 
D)  Employee cross-training 
A)  Employee scheduling 
B)  Yield/revenue management 
C)  Capacity sharing 
D)  Employee cross-training

The movement or transfer of work from the customer or demand source through the organization is referred to as work flow.

Disney World's FASTPASS system is an example of a?

A customer that chooses not to join a queue because it is too long is?

Long queues are evidence of a _________ problem.

An automated system for cell phone customers to check their current balance and pay their bill is an example of?

Mean server utilization is defined as the ratio of the mean arrival rate over the mean service rate.

________________ are locations where customers interact with company employees.

SCEM software is used to look at historical data and evaluate past decisions.

In the context of service blueprinting, a customer's food being prepared in a closed kitchen is occurring beyond the?

Overbooking is most often associated with yield/revenue management.

The First Law of Service suggests that?

A grocery store provides samples of cheeses and crackers while customers wait in line. This is an example of?

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 2 or fewer arrivals in the next hour (to three decimal places)?

____________ is the ratio of the mean number of customers in queue over the mean arrival rate.

Electricity companies may reduce their prices during low demand periods. This is an example of?

Briefly describe the relative advantages and disadvantages of utilizing process automation in a service environment. Provide one example where automation may be beneficial and one where it might be detrimental.

Using a single queue to feed multiple servers ("a snake line") is an example of?

Customer employee interaction takes place at customer contact points.

Posting expected waiting times is an example of?

Allowing employees to seamlessly move from an idle process to a busy process is associated with what type of capacity management technique?

Operations Management, Processes, and Supply Chain Management

Corporate Strategy, Performance, and Sustainability

Product Design and Development

Process Design and Capacity Management

Customer Relationships and Customer Service

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Material Flow Analysis and Facility Layouts

Supplement: Job Scheduling and Vehicle Routing

Lean Systems

Managing Information Flowsmrp and Erp

Managing Projects

Six Sigma Quality Management

Supplement: Statistical Quality Control

Global Supply Management

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters

Exam 10: Managing Customer and Work Flows

The movement or transfer of work from the customer or demand source through the organization is referred to as work flow.

Disney World's FASTPASS system is an example of a?

A customer that chooses not to join a queue because it is too long is?

Long queues are evidence of a _________ problem.

An automated system for cell phone customers to check their current balance and pay their bill is an example of?

Mean server utilization is defined as the ratio of the mean arrival rate over the mean service rate.

________________ are locations where customers interact with company employees.

SCEM software is used to look at historical data and evaluate past decisions.

In the context of service blueprinting, a customer's food being prepared in a closed kitchen is occurring beyond the?

Overbooking is most often associated with yield/revenue management.

The First Law of Service suggests that?

A grocery store provides samples of cheeses and crackers while customers wait in line. This is an example of?

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 2 or fewer arrivals in the next hour (to three decimal places)?

____________ is the ratio of the mean number of customers in queue over the mean arrival rate.

Electricity companies may reduce their prices during low demand periods. This is an example of?

Briefly describe the relative advantages and disadvantages of utilizing process automation in a service environment. Provide one example where automation may be beneficial and one where it might be detrimental.

Using a single queue to feed multiple servers ("a snake line") is an example of?

Customer employee interaction takes place at customer contact points.

Posting expected waiting times is an example of?

Allowing employees to seamlessly move from an idle process to a busy process is associated with what type of capacity management technique?

Operations Management, Processes, and Supply Chain Management

Corporate Strategy, Performance, and Sustainability

Product Design and Development

Process Design and Capacity Management

Customer Relationships and Customer Service

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Material Flow Analysis and Facility Layouts

Supplement: Job Scheduling and Vehicle Routing

Lean Systems

Managing Information Flowsmrp and Erp

Managing Projects

Six Sigma Quality Management

Supplement: Statistical Quality Control

Global Supply Management

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters