Question 1

The _____________ describes the time between customer arrivals to a queuing system.

Accepted Answer

A)  Arrival focus 
B)  Arrival control 
C)  Arrival fluctuation 
D)  Arrival pattern 
A)  Arrival focus 
B)  Arrival control 
C)  Arrival fluctuation 
D)  Arrival pattern

Question 2

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 2 arrivals in the next hour (to two decimal places)?

Accepted Answer

A)  1.00 
B)  0.15 
C)  0.22 
D)  0.45 
A)  1.00 
B)  0.15 
C)  0.22 
D)  0.45

Question 3

Customers generally like to wait.

Accepted Answer

A) True 
 B)False

Question 4

Approximately what percentage of customers indicated (via a survey) that they had given up on buying something due to a long queue?

Accepted Answer

A)  25% 
B)  50% 
C)  75% 
D)  90% 
A)  25% 
B)  50% 
C)  75% 
D)  90%

Question 5

A demand source for a large retail store in a large city would likely be considered to be?

Accepted Answer

A)  Finite 
B)  Infinite 
C)  Neither finite nor infinite 
D)  Both finite and infinite 
A)  Finite 
B)  Infinite 
C)  Neither finite nor infinite 
D)  Both finite and infinite

Question 6

Regulating customer arrivals and more evenly spreading out demand can be accomplished by?

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 7

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 probability of 2 customers in the system (to two decimal places)?

Accepted Answer

A)  0.13 
B)  0.20 
C)  1.00 
D)  Cannot be determined from the information given 
A)  0.13 
B)  0.20 
C)  1.00 
D)  Cannot be determined from the information given

Question 8

Consistent mediocrity is most often associated with which capacity management technique?

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 9

An airline boarding its passengers by passenger status 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 10

The use of too much service capacity can result in?

Accepted Answer

A)  Idle servers 
B)  High labor costs 
C)  Idle servers and high labor costs 
D)  Long customer wait times and lost sales 
A)  Idle servers 
B)  High labor costs 
C)  Idle servers and high labor costs 
D)  Long customer wait times and lost sales

Question 11

Technology has ______ work flows in many organizations.

Accepted Answer

A)  Improved 
B)  Negatively affected 
C)  Neither improved nor negatively affected 
D)  Technology is unrelated to work flows 
A)  Improved 
B)  Negatively affected 
C)  Neither improved nor negatively affected 
D)  Technology is unrelated to work flows

Question 12

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 probability of zero customers in the system (to two decimal places)?

Accepted Answer

A)  1.67 
B)  0.60 
C)  0.40 
D)  Cannot be determined from the information given 
A)  1.67 
B)  0.60 
C)  0.40 
D)  Cannot be determined from the information given

Question 13

Utilizing pricing changes to alter demand is referred to as?

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 14

Using customers as servers is referred to as yield management.

Accepted Answer

A) True 
 B)False

Question 15

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 probability of zero customers in the system (to two decimal places)?

Accepted Answer

A)  0.60 
B)  0.40 
C)  0.90 
D)  Cannot be determined from the information given 
A)  0.60 
B)  0.40 
C)  0.90 
D)  Cannot be determined from the information given

Question 16

The use of too little service capacity can result in?

Accepted Answer

A)  Idle servers 
B)  Long customer wait times 
C)  Lost sales 
D)  Long customer wait times and lost sales 
A)  Idle servers 
B)  Long customer wait times 
C)  Lost sales 
D)  Long customer wait times and lost sales

Question 17

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 waiting time in the system (to two decimal places)?

Accepted Answer

A)  0.90 hours 
B)  0.08 hours 
C)  0.13 hours 
D)  Cannot be determined from the information given 
A)  0.90 hours 
B)  0.08 hours 
C)  0.13 hours 
D)  Cannot be determined from the information given

Question 18

For a stable queuing system with one server and one queue, which of the following relationships should be true?

Accepted Answer

A)  $\rho$  0.5 
A)  $\rho$  0.5

Question 19

The primary trade-off in service capacity planning is?

Accepted Answer

A)  Cost of service capacity versus cost of holding inventory 
B)  Cost of service capacity versus cost of customer waiting 
C)  Cost of marketing versus cost of customer waiting 
D)  Cost of loss of goodwill versus cost of customer waiting 
A)  Cost of service capacity versus cost of holding inventory 
B)  Cost of service capacity versus cost of customer waiting 
C)  Cost of marketing versus cost of customer waiting 
D)  Cost of loss of goodwill versus cost of customer waiting

Question 20

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 number of customers in the system (to two decimal places)?

Accepted Answer

A)  0.90 
B)  0.60 
C)  1.50 
D)  Cannot be determined from the information given 
A)  0.90 
B)  0.60 
C)  1.50 
D)  Cannot be determined from the information given

The _____________ describes the time between customer arrivals to a queuing system.

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 2 arrivals in the next hour (to two decimal places)?

Customers generally like to wait.

Approximately what percentage of customers indicated (via a survey) that they had given up on buying something due to a long queue?

A demand source for a large retail store in a large city would likely be considered to be?

Regulating customer arrivals and more evenly spreading out demand can be accomplished by?

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 probability of 2 customers in the system (to two decimal places)?

Consistent mediocrity is most often associated with which capacity management technique?

An airline boarding its passengers by passenger status is an example of?

The use of too much service capacity can result in?

Technology has ______ work flows in many organizations.

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 probability of zero customers in the system (to two decimal places)?

Utilizing pricing changes to alter demand is referred to as?

Using customers as servers is referred to as yield management.

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 probability of zero customers in the system (to two decimal places)?

The use of too little service capacity can result in?

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 waiting time in the system (to two decimal places)?

For a stable queuing system with one server and one queue, which of the following relationships should be true?

The primary trade-off in service capacity planning is?

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 number of customers in the system (to two decimal places)?

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 _____________ describes the time between customer arrivals to a queuing system.

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 2 arrivals in the next hour (to two decimal places)?

Customers generally like to wait.

Approximately what percentage of customers indicated (via a survey) that they had given up on buying something due to a long queue?

A demand source for a large retail store in a large city would likely be considered to be?

Regulating customer arrivals and more evenly spreading out demand can be accomplished by?

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 probability of 2 customers in the system (to two decimal places)?

Consistent mediocrity is most often associated with which capacity management technique?

An airline boarding its passengers by passenger status is an example of?

The use of too much service capacity can result in?

Technology has ______ work flows in many organizations.

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 probability of zero customers in the system (to two decimal places)?

Utilizing pricing changes to alter demand is referred to as?

Using customers as servers is referred to as yield management.

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 probability of zero customers in the system (to two decimal places)?

The use of too little service capacity can result in?

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 waiting time in the system (to two decimal places)?

For a stable queuing system with one server and one queue, which of the following relationships should be true?

The primary trade-off in service capacity planning is?

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 number of customers in the system (to two decimal places)?

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