Question 1

The Second Law of Service suggests that?

Accepted Answer

A)  It is easy to play catch-up 
B)  Satisfaction = perception - expectation 
C)  Perception = satisfaction - expectation 
D)  It is difficult to play catch-up 
A)  It is easy to play catch-up 
B)  Satisfaction = perception - expectation 
C)  Perception = satisfaction - expectation 
D)  It is difficult to play catch-up

Question 2

Queuing analysis can likely be used to do all of the following except?

Accepted Answer

A)  Determine customer waiting times 
B)  Determine the number of customers waiting in queue 
C)  Identify appropriate suppliers 
D)  Assist in capacity decisions 
A)  Determine customer waiting times 
B)  Determine the number of customers waiting in queue 
C)  Identify appropriate suppliers 
D)  Assist in capacity decisions

Question 3

_____________ refers to the policy used to select the next customer to serve in a queuing system

Accepted Answer

The answer of _____________ refers to the policy used to...

Question 4

Finding alternative uses for underutilized capacity 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

Question 5

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 system (to two decimal places)?

Accepted Answer

A)  2.00 
B)  4.00 
C)  3.20 
D)  Cannot be determined from the information given 
A)  2.00 
B)  4.00 
C)  3.20 
D)  Cannot be determined from the information given

Question 6

The practice of "under-promise and _______" comes out of the First Law of Service.

Accepted Answer

The answer of The practice of "under-promise and _______" comes...

Question 7

The FCFS queue discipline refers to?

Accepted Answer

A)  First-caught, first-served 
B)  First-called, first-seated 
C)  First-come, first-served 
D)  First-come, first-seated 
A)  First-caught, first-served 
B)  First-called, first-seated 
C)  First-come, first-served 
D)  First-come, first-seated

Question 8

Managing customer flows effectively can lead to?

Accepted Answer

A)  Enhanced customer satisfaction 
B)  Enhanced firm competitiveness 
C)  Both enhanced customer satisfaction and firm competitiveness 
D)  Neither enhanced customer satisfaction nor firm competitiveness 
A)  Enhanced customer satisfaction 
B)  Enhanced firm competitiveness 
C)  Both enhanced customer satisfaction and firm competitiveness 
D)  Neither enhanced customer satisfaction nor firm competitiveness

Question 9

Differential pricing is viewed as intrinsically fair by customers.

Accepted Answer

A) True 
 B)False

Question 10

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 queue (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 11

Work flows have been _______ in recent years.

Accepted Answer

A)  Structured to hide process information from the customer 
B)  Increasingly eliminated 
C)  Increasingly automated 
D)  Increasingly performed by hand 
A)  Structured to hide process information from the customer 
B)  Increasingly eliminated 
C)  Increasingly automated 
D)  Increasingly performed by hand

Question 12

Process automation can be used to?

Accepted Answer

A)  Increase productivity 
B)  Increase service capacity 
C)  Increase both productivity and service capacity 
D)  Process automation is unrelated to productivity and service capacity 
A)  Increase productivity 
B)  Increase service capacity 
C)  Increase both productivity and service capacity 
D)  Process automation is unrelated to productivity and service capacity

Question 13

A local ski resort leases their facilities for concerts during the summer months. This 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 14

According to the First Law of Service, customer perceptions/expectations may?

Accepted Answer

A)  Not be based in reality 
B)  Vary considerably from one customer to the next 
C)  Not be based in reality and vary considerably from one customer to the next 
D)  The First Law of Service is unrelated to customer perceptions/expectations 
A)  Not be based in reality 
B)  Vary considerably from one customer to the next 
C)  Not be based in reality and vary considerably from one customer to the next 
D)  The First Law of Service is unrelated to customer perceptions/expectations

Question 15

Office work flow management is primarily concerned with process automation.

Accepted Answer

A) True 
 B)False

Question 16

Capacity sharing refers to finding uses for underutilized capacity.

Accepted Answer

A) True 
 B)False

Question 17

How is the management of work flows in an office similar to and different from process automation?

Accepted Answer

A successful answer will note that manag

Question 18

Separating processing requiring customer contact from those not requiring customer contact is often referred to as?

Accepted Answer

A)  Service separation 
B)  Service blueprinting 
C)  Service optimization 
D)  Service division 
A)  Service separation 
B)  Service blueprinting 
C)  Service optimization 
D)  Service division

Question 19

_____________ software collects real-time data from multiple supply chain sources and converts it into information that gives managers insight into supply chain performance.

Accepted Answer

Supply cha

Question 20

A common probability distribution used for relatively easy and short processes is the?

Accepted Answer

A)  Erlang 
B)  Poisson 
C)  Normal 
D)  Exponential 
A)  Erlang 
B)  Poisson 
C)  Normal 
D)  Exponential

The Second Law of Service suggests that?

Queuing analysis can likely be used to do all of the following except?

_____________ refers to the policy used to select the next customer to serve in a queuing system

Finding alternative uses for underutilized capacity is associated with what type of capacity management technique?

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 system (to two decimal places)?

The practice of "under-promise and _______" comes out of the First Law of Service.

The FCFS queue discipline refers to?

Managing customer flows effectively can lead to?

Differential pricing is viewed as intrinsically fair by customers.

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 queue (to two decimal places)?

Work flows have been _______ in recent years.

Process automation can be used to?

A local ski resort leases their facilities for concerts during the summer months. This is an example of?

According to the First Law of Service, customer perceptions/expectations may?

Office work flow management is primarily concerned with process automation.

Capacity sharing refers to finding uses for underutilized capacity.

How is the management of work flows in an office similar to and different from process automation?

Separating processing requiring customer contact from those not requiring customer contact is often referred to as?

_____________ software collects real-time data from multiple supply chain sources and converts it into information that gives managers insight into supply chain performance.

A common probability distribution used for relatively easy and short processes is the?

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 Second Law of Service suggests that?

Queuing analysis can likely be used to do all of the following except?

_____________ refers to the policy used to select the next customer to serve in a queuing system

Finding alternative uses for underutilized capacity is associated with what type of capacity management technique?

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 system (to two decimal places)?

The practice of "under-promise and _______" comes out of the First Law of Service.

The FCFS queue discipline refers to?

Managing customer flows effectively can lead to?

Differential pricing is viewed as intrinsically fair by customers.

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 queue (to two decimal places)?

Work flows have been _______ in recent years.

Process automation can be used to?

A local ski resort leases their facilities for concerts during the summer months. This is an example of?

According to the First Law of Service, customer perceptions/expectations may?

Office work flow management is primarily concerned with process automation.

Capacity sharing refers to finding uses for underutilized capacity.

How is the management of work flows in an office similar to and different from process automation?

Separating processing requiring customer contact from those not requiring customer contact is often referred to as?

_____________ software collects real-time data from multiple supply chain sources and converts it into information that gives managers insight into supply chain performance.

A common probability distribution used for relatively easy and short processes is the?

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