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

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 System (to two decimal places)?

Describe work flow analysis. Give at least one example (from the textbook or an external reference) of how work flow analysis is used.

The primary trade-off in capacity management for services is between the cost of providing additional service capacity versus __________.

For a single server, single queue system with an arrival rate of 18 customers per hour and a service rate of 10 customers per hour, what is the mean server utilization?

A customer that switches lines to try to find a faster line is?

A self-service checkout stand at a grocery store is an example of?

An airline selling some seats at lower fares to compete with low-cost carriers 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 probability of zero customers in the system (to two decimal places)?

Separating customers in such a way that they are better directed to the appropriate service process is referred to as?

A rental car company allowing customers to claim and pay for a car in advance is an example of?

____________ involves the use of employees from an idle process to a process that is busy.

Bottlenecks in waiting lines occur when?

A restaurant using more servers on busy evenings is using what type of capacity management technique?

Customers interact with employees at?

The line of visibility separates a customer contact point from points where customer contact does not take place.

The use of overbooking, allocating capacity among customer segments, and differential pricing is what type of capacity management technique?

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 zero arrivals in the next hour (to three decimal places)?

Using separate queues depending on the type of work or service that is to be provided refers to the use of?

Customers __________.