Question 1

A waiting line system is said to have a finite calling population if the size of the population of customers from which arrivals originate is known.

Accepted Answer

A) True 
 B)False  True

Question 2

Explain the key aspects of the service design process and describe how they are affected by varying degrees of customer/service provider contact.

Accepted Answer

Service design and operations present unique challenges due to the intangible nature of services, the inherent variability in service delivery, and the co-production of value by the customer and service provider. The design process involves developing a service concept, defining the service package, and determining performance, design, and delivery specifications. The degree of contact between the customer and service provider has an impact on how individual services are designed and delivered.

Question 3

A single-server waiting line model can be applied to every type of waiting line system.

Accepted Answer

A) True 
 B)False  False

Question 4

In a waiting line system, the ___ reflects the probability that the server is busy and the customer must wait.

Accepted Answer

A)  utilization factor 
B)  queue discipline 
C)  average number of customers in the system 
D)  probability the system is idle 
A)  utilization factor 
B)  queue discipline 
C)  average number of customers in the system 
D)  probability the system is idle

Question 5

The constant average values of operating characteristics that a system attains after a long time is referred to as a steady state.

Accepted Answer

A) True 
 B)False

Question 6

How are waiting line costs and service quality related?

Accepted Answer

The contemporary approach to quality man

Question 7

A service counter employs two servers. On average a server requires 8 minutes to process a customer and service times follow an exponential distribution. Customers arrive at the counter at the rate of 12 per hour according to a Poisson distribution. The average amount of time, in minutes, spent in the system (i.e., waiting and being served) is approximately

Accepted Answer

A)  0.237 minutes. 
B)  14.22 minutes. 
C)  22.20 minutes. 
D)  33.30 minutes. 
A)  0.237 minutes. 
B)  14.22 minutes. 
C)  22.20 minutes. 
D)  33.30 minutes.

Question 8

Describe the service-process matrix.

Accepted Answer

Service processes can be classified acco

Question 9

Consider an espresso stand with a single barista. Customers arrive to the stand at the rate of 28 per hour according to a Poisson distribution. Service times are exponentially distributed with a service rate of 35 customers per minute. The average time in minutes a customer spends in the system (i.e., waiting and being served) is

Accepted Answer

A)  0.114 minute. 
B)  0.143 minute. 
C)  6.84 minutes. 
D)  8.58 minutes. 
A)  0.114 minute. 
B)  0.143 minute. 
C)  6.84 minutes. 
D)  8.58 minutes.

Question 10

Which of the following is not a characteristic of a service?

Accepted Answer

A)  tangible 
B)  variable output 
C)  easy to emulate 
D)  perishable 
A)  tangible 
B)  variable output 
C)  easy to emulate 
D)  perishable

Question 11

Service quality in waiting line systems sometimes depends on the psychology of waiting.

Accepted Answer

A) True 
 B)False

Question 12

Briefly describe the traditional cost relationship in waiting line analysis.

Accepted Answer

There is generally an inverse relationsh

Question 13

The service sector accounts for over 70 percent of the employment in both the United States and Canada.

Accepted Answer

A) True 
 B)False

Question 14

Service design and improvement techniques cannot be applied to societal problems, such as education, health care, and government services.

Accepted Answer

A) True 
 B)False

Question 15

A service counter employs two servers. On average a server requires 8 minutes to process a customer and service times follow an exponential distribution. Customers arrive at the counter at the rate of 12 per hour according to a Poisson distribution. The probability that an arriving customer must wait for service is

Accepted Answer

A)  0.7111. 
B)  0.8000. 
C)  0.8576. 
D)  0.9327. 
A)  0.7111. 
B)  0.8000. 
C)  0.8576. 
D)  0.9327.

Question 16

Relate numerous statistics that demonstrate the predominance of services in the Canadian and the global economy.

Accepted Answer

Services represent the fastest growing s

Question 17

If service times are exponentially distributed then service rates are normally distributed.

Accepted Answer

A) True 
 B)False

Question 18

Balking occurs when a customer waiting in a line moves from one line to another because he believes it is moving faster.

Accepted Answer

A) True 
 B)False

Question 19

A service counter employs two servers. On average a server requires 8 minutes to process a customer and service times follow an exponential distribution. Customers arrive at the counter at the rate of 12 per hour according to a Poisson distribution. The service rate per server for this system is

Accepted Answer

A)  3.75 customers per hour. 
B)  7.75 customers per hour. 
C)  8 customers per hour. 
D)  16 customers per hour. 
A)  3.75 customers per hour. 
B)  7.75 customers per hour. 
C)  8 customers per hour. 
D)  16 customers per hour.

Question 20

The calling population is the source of customers used in waiting line analysis.

Accepted Answer

A) True 
 B)False

A waiting line system is said to have a finite calling population if the size of the population of customers from which arrivals originate is known.

Explain the key aspects of the service design process and describe how they are affected by varying degrees of customer/service provider contact.

A single-server waiting line model can be applied to every type of waiting line system.

In a waiting line system, the ___ reflects the probability that the server is busy and the customer must wait.

The constant average values of operating characteristics that a system attains after a long time is referred to as a steady state.

How are waiting line costs and service quality related?

Describe the service-process matrix.

Which of the following is not a characteristic of a service?

Service quality in waiting line systems sometimes depends on the psychology of waiting.

Briefly describe the traditional cost relationship in waiting line analysis.

The service sector accounts for over 70 percent of the employment in both the United States and Canada.

Service design and improvement techniques cannot be applied to societal problems, such as education, health care, and government services.

Relate numerous statistics that demonstrate the predominance of services in the Canadian and the global economy.

If service times are exponentially distributed then service rates are normally distributed.

Balking occurs when a customer waiting in a line moves from one line to another because he believes it is moving faster.

A service counter employs two servers. On average a server requires 8 minutes to process a customer and service times follow an exponential distribution. Customers arrive at the counter at the rate of 12 per hour according to a Poisson distribution. The service rate per server for this system is

The calling population is the source of customers used in waiting line analysis.

Introduction to Operations and Supply Chain Management

Quality Management

Statistical Process Control

Product Design

Processes and Technology

Capacity and Facilities Design

Human Resources

Project Management

Supply Chain Management Strategy and Design

Global Supply Chain Procurement and Distribution

Forecasting

Inventory Management

Sales and Operations Planning

Resource Planning

Lean Systems

Scheduling

Filters

Exam 5: Service Design

A waiting line system is said to have a finite calling population if the size of the population of customers from which arrivals originate is known.

Explain the key aspects of the service design process and describe how they are affected by varying degrees of customer/service provider contact.

A single-server waiting line model can be applied to every type of waiting line system.

In a waiting line system, the ___ reflects the probability that the server is busy and the customer must wait.

The constant average values of operating characteristics that a system attains after a long time is referred to as a steady state.

How are waiting line costs and service quality related?

Describe the service-process matrix.

Which of the following is not a characteristic of a service?

Service quality in waiting line systems sometimes depends on the psychology of waiting.

Briefly describe the traditional cost relationship in waiting line analysis.

The service sector accounts for over 70 percent of the employment in both the United States and Canada.

Service design and improvement techniques cannot be applied to societal problems, such as education, health care, and government services.

Relate numerous statistics that demonstrate the predominance of services in the Canadian and the global economy.

If service times are exponentially distributed then service rates are normally distributed.

Balking occurs when a customer waiting in a line moves from one line to another because he believes it is moving faster.

A service counter employs two servers. On average a server requires 8 minutes to process a customer and service times follow an exponential distribution. Customers arrive at the counter at the rate of 12 per hour according to a Poisson distribution. The service rate per server for this system is

The calling population is the source of customers used in waiting line analysis.

Introduction to Operations and Supply Chain Management

Quality Management

Statistical Process Control

Product Design

Processes and Technology

Capacity and Facilities Design

Human Resources

Project Management

Supply Chain Management Strategy and Design

Global Supply Chain Procurement and Distribution

Forecasting

Inventory Management

Sales and Operations Planning

Resource Planning

Lean Systems

Scheduling

Filters