Question 1

A rail company choosing to modify its pricing for tickets as the departure day/time gets closer is utilizing which type of capacity management technique?

Accepted Answer

A)  Overbooking 
B)  Capacity utilization 
C)  Differential pricing 
D)  Discounting 
A)  Overbooking 
B)  Capacity utilization 
C)  Differential pricing 
D)  Discounting

Question 2

A work flow analysis should seek to find answers to all of the following except?

Accepted Answer

A)  Does the work create value for the organization? 
B)  How does the work travel through the organization? 
C)  Who is performing the work? 
D)  How much does the work cost? 
A)  Does the work create value for the organization? 
B)  How does the work travel through the organization? 
C)  Who is performing the work? 
D)  How much does the work cost?

Question 3

Assume that customer arrivals at a ticket counter can be modeled by a Poisson distribution. The average arrival rate is 12 customers per hour. What is the probability of exactly 1 arrival in the next hour (to three decimal places)?

Accepted Answer

A)  1 
B)  0.015 
C)  0.000 
D)  0.002 
A)  1 
B)  0.015 
C)  0.000 
D)  0.002

Question 4

A common arrival time pattern can be described by which statistical distribution?

Accepted Answer

A)  Weibull 
B)  Poisson 
C)  Binomial 
D)  Normal 
A)  Weibull 
B)  Poisson 
C)  Binomial 
D)  Normal

Question 5

A multiple server "snake line" style queuing system is generally viewed as more fair than a system with separate queues.

Accepted Answer

A) True 
 B)False

Question 6

Encouraging customers to use an ATM rather than coming into the bank is what type of capacity management technique?

Accepted Answer

A)  Employee scheduling 
B)  Yield/revenue management 
C)  Self-service 
D)  Employee cross-training 
A)  Employee scheduling 
B)  Yield/revenue management 
C)  Self-service 
D)  Employee cross-training

Question 7

The matching of service capacity to customer demand to minimize customer waiting is associated with what type of capacity management technique?

Accepted Answer

A)  Employee scheduling 
B)  Yield/revenue management 
C)  Capacity sharing 
D)  Self-service 
A)  Employee scheduling 
B)  Yield/revenue management 
C)  Capacity sharing 
D)  Self-service

Question 8

Tightening the connection between what the organization does and what the internal or external customers want is referred to as?

Accepted Answer

A)  Work flow restriction 
B)  Work flow analysis 
C)  Work flow development 
D)  Work flow constriction 
A)  Work flow restriction 
B)  Work flow analysis 
C)  Work flow development 
D)  Work flow constriction

Question 9

The separation between processes that the customer contacts and those that the customer does not contact is referred to as the?

Accepted Answer

A)  Veil of vision 
B)  Service divider 
C)  Service separator 
D)  Line of visibility 
A)  Veil of vision 
B)  Service divider 
C)  Service separator 
D)  Line of visibility

Question 10

Assessing the level of customer contact for service processes is referred to as?

Accepted Answer

A)  Service blueprinting 
B)  Service planning 
C)  Service mapping 
D)  Service evaluation 
A)  Service blueprinting 
B)  Service planning 
C)  Service mapping 
D)  Service evaluation

Question 11

Which of the following would most likely be an example of a customer contact point?

Accepted Answer

A)  An ATM 
B)  A grocery store self-checkout kiosk 
C)  A ticket window at a theatre 
D)  An online store 
A)  An ATM 
B)  A grocery store self-checkout kiosk 
C)  A ticket window at a theatre 
D)  An online store

Question 12

Airlines practicing code sharing is an example of _______.

Accepted Answer

The answer of Airlines practicing code sharing is an example...

Question 13

Describe how a university might use a customer flow map to improve their process to issue identification cards. Draw an appropriate customer flow map for this process.

Accepted Answer

A successful answer should include a cus

Question 14

Which of the following activities would most likely be associated with the "no customer contact" level of a service?

Accepted Answer

A)  Receipt of customer payment at a cash register 
B)  Employee training 
C)  Checking a customer's pulse and blood pressure 
D)  Serving a customer drinks at a bar 
A)  Receipt of customer payment at a cash register 
B)  Employee training 
C)  Checking a customer's pulse and blood pressure 
D)  Serving a customer drinks at a bar

Question 15

How might a company or facility use the various queuing system operating characteristics to make effective decisions?

Accepted Answer

A successful answer will indicate that q

Question 16

Customers arrive into a queuing system from a demand __________?

Accepted Answer

A)  Creator 
B)  Generator 
C)  Source 
D)  Start 
A)  Creator 
B)  Generator 
C)  Source 
D)  Start

Question 17

Describe how work flows are managed along a supply chain. Provide at least one example from the emergency services industry. In emergency services, it is critical that decision makers have access to information on inventory locations and amounts to provide time-critical services.

Accepted Answer

A successful answer will descr

Question 18

A restaurant providing customers with pagers so that they do not have to physically wait in a queue is an example of?

Accepted Answer

A)  Imaginary queues 
B)  Virtual queues 
C)  Invisible queues 
D)  Queue redirection 
A)  Imaginary queues 
B)  Virtual queues 
C)  Invisible queues 
D)  Queue redirection

Question 19

A local smoothie shop offers discounted drinks in the middle of the afternoon. 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 20

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

Accepted Answer

A)  0.40 hours 
B)  0.50 hours 
C)  3.20 hours 
D)  Cannot be determined from the information given 
A)  0.40 hours 
B)  0.50 hours 
C)  3.20 hours 
D)  Cannot be determined from the information given

A rail company choosing to modify its pricing for tickets as the departure day/time gets closer is utilizing which type of capacity management technique?

A work flow analysis should seek to find answers to all of the following except?

Assume that customer arrivals at a ticket counter can be modeled by a Poisson distribution. The average arrival rate is 12 customers per hour. What is the probability of exactly 1 arrival in the next hour (to three decimal places)?

A common arrival time pattern can be described by which statistical distribution?

A multiple server "snake line" style queuing system is generally viewed as more fair than a system with separate queues.

Encouraging customers to use an ATM rather than coming into the bank is what type of capacity management technique?

The matching of service capacity to customer demand to minimize customer waiting is associated with what type of capacity management technique?

Tightening the connection between what the organization does and what the internal or external customers want is referred to as?

The separation between processes that the customer contacts and those that the customer does not contact is referred to as the?

Assessing the level of customer contact for service processes is referred to as?

Which of the following would most likely be an example of a customer contact point?

Airlines practicing code sharing is an example of _______.

Describe how a university might use a customer flow map to improve their process to issue identification cards. Draw an appropriate customer flow map for this process.

Which of the following activities would most likely be associated with the "no customer contact" level of a service?

How might a company or facility use the various queuing system operating characteristics to make effective decisions?

Customers arrive into a queuing system from a demand __________?

Describe how work flows are managed along a supply chain. Provide at least one example from the emergency services industry. In emergency services, it is critical that decision makers have access to information on inventory locations and amounts to provide time-critical services.

A restaurant providing customers with pagers so that they do not have to physically wait in a queue is an example of?

A local smoothie shop offers discounted drinks in the middle of the afternoon. This is an example of?

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 waiting time in the queue (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

A rail company choosing to modify its pricing for tickets as the departure day/time gets closer is utilizing which type of capacity management technique?

A work flow analysis should seek to find answers to all of the following except?

Assume that customer arrivals at a ticket counter can be modeled by a Poisson distribution. The average arrival rate is 12 customers per hour. What is the probability of exactly 1 arrival in the next hour (to three decimal places)?

A common arrival time pattern can be described by which statistical distribution?

A multiple server "snake line" style queuing system is generally viewed as more fair than a system with separate queues.

Encouraging customers to use an ATM rather than coming into the bank is what type of capacity management technique?

The matching of service capacity to customer demand to minimize customer waiting is associated with what type of capacity management technique?

Tightening the connection between what the organization does and what the internal or external customers want is referred to as?

The separation between processes that the customer contacts and those that the customer does not contact is referred to as the?

Assessing the level of customer contact for service processes is referred to as?

Which of the following would most likely be an example of a customer contact point?

Airlines practicing code sharing is an example of _______.

Describe how a university might use a customer flow map to improve their process to issue identification cards. Draw an appropriate customer flow map for this process.

Which of the following activities would most likely be associated with the "no customer contact" level of a service?

How might a company or facility use the various queuing system operating characteristics to make effective decisions?

Customers arrive into a queuing system from a demand __________?

Describe how work flows are managed along a supply chain. Provide at least one example from the emergency services industry. In emergency services, it is critical that decision makers have access to information on inventory locations and amounts to provide time-critical services.

A restaurant providing customers with pagers so that they do not have to physically wait in a queue is an example of?

A local smoothie shop offers discounted drinks in the middle of the afternoon. This is an example of?

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 waiting time in the queue (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