Question 1

Which one of the following measures of system performance is a key measure with respect to customer satisfaction?

Accepted Answer

A)  average number of customers waiting in line 
B)  system utilization 
C)  average number of customers in the calling population 
D)  probability of a server being busy 
E)  capacity costs per hour 
A)  average number of customers waiting in line 
B)  system utilization 
C)  average number of customers in the calling population 
D)  probability of a server being busy 
E)  capacity costs per hour

Question 2

The most commonly used queuing models assume that the arrival rate can be described by a Poisson distribution.

Accepted Answer

A) True 
 B)False

Question 3

Waiting lines occur even in underloaded systems because of variability in service rates and/or arrival rates.

Accepted Answer

A) True 
 B)False

Question 4

For a system that has a low utilization ratio, decreasing service capacity slightly will have only negligible effect on customer waiting time.

Accepted Answer

A) True 
 B)False

Question 5

Why is there waiting in an infinite-source queuing system?

Accepted Answer

A)  poor scheduling of servers 
B)  slow service 
C)  low utilization 
D)  variability in arrival and service rates 
E)  multiple-phase processing 
A)  poor scheduling of servers 
B)  slow service 
C)  low utilization 
D)  variability in arrival and service rates 
E)  multiple-phase processing

Question 6

Offering an "early bird" special at a restaurant to reduce waiting times during peak hours is an example of:

Accepted Answer

A)  demand shifting. 
B)  queuing psychology. 
C)  service phasing. 
D)  service standardization. 
E)  outsourcing. 
A)  demand shifting. 
B)  queuing psychology. 
C)  service phasing. 
D)  service standardization. 
E)  outsourcing.

Question 7

A single-bay car wash with a Poisson arrival rate and an exponential service time has cars arriving an average of 10 minutes apart, and an average service time of four minutes. The system utilization is:

Accepted Answer

A)  .24. 
B)  .40. 
C)  .67. 
D)  2.50. 
E)  1.25. 
A)  .24. 
B)  .40. 
C)  .67. 
D)  2.50. 
E)  1.25.

Question 8

A bank of 10 machines requires regular periodic service. Machine running time and service time are both exponential. Machines run for an average of 44 minutes between service requirements, and service time averages six minutes per machine. If operators cost $15 per hour in wages and fringe benefits and machine downtime costs $75 per hour in lost production, what is the optimal number of operators for this bank of machines?

Accepted Answer

A)  1 
B)  2 
C)  3 
D)  4 
E)  5 
A)  1 
B)  2 
C)  3 
D)  4 
E)  5

Question 9

An approach to reducing the variability in processing times might include greater standardization.

Accepted Answer

A) True 
 B)False

Question 10

Compared to a single-channel system with exponential service time, a single-channel system with a constant service time causes a reduction of 50 percent in the average number waiting in line.

Accepted Answer

A) True 
 B)False

Question 11

The goal of queuing analysis is to balance the cost of providing a level of service capacity with the possible loss of business due to customers leaving the line or refusing to wait.

Accepted Answer

A) True 
 B)False

Question 12

A dental office with two professionals (one dentist, one hygienist) who work together as a team would be an example of a multiple-channel system.

Accepted Answer

A) True 
 B)False

Question 13

In an infinite-source model, the average time in line is equal to the average number in line divided by the arrival rate.

Accepted Answer

A) True 
 B)False

Question 14

In a multichannel system with multiple waiting lines, customers shifting among the waiting lines is an example of:

Accepted Answer

A)  departing. 
B)  utilizing. 
C)  abandoning. 
D)  balking. 
E)  jockeying. 
A)  departing. 
B)  utilizing. 
C)  abandoning. 
D)  balking. 
E)  jockeying.

Question 15

A customer growing frustrated with the wait and leaving the facility (without being served) is an example of:

Accepted Answer

A)  reneging. 
B)  utilizing. 
C)  balking. 
D)  jockeying. 
E)  departing. 
A)  reneging. 
B)  utilizing. 
C)  balking. 
D)  jockeying. 
E)  departing.

Question 16

In a theme park like Disney world, reservation systems are a win-lose situation since only those holding reservations are satisfied.

Accepted Answer

A) True 
 B)False

Question 17

As the ratio of arrival rate to service rate is increased, which of the following is likely?

Accepted Answer

A)  Customers move through the system in less time because utilization is increased. 
B)  Customers move through the system more slowly because utilization is increaseD. 
C)  Utilization is decreased because of the added strain on the system. 
D)  The average number in the system decreases. 
E)  There really is no change since arrival rates are offset by service rates. 
A)  Customers move through the system in less time because utilization is increased. 
B)  Customers move through the system more slowly because utilization is increaseD. 
C)  Utilization is decreased because of the added strain on the system. 
D)  The average number in the system decreases. 
E)  There really is no change since arrival rates are offset by service rates.

Question 18

A multiple-channel queuing system with a Poisson arrival rate and exponential service time has an average arrival rate of four customers per hour and an average service time of 18 minutes per customer. The minimum number of servers required to avoid an overloaded system is:

Accepted Answer

A)  1. 
B)  2. 
C)  3. 
D)  4. 
E)  5. 
A)  1. 
B)  2. 
C)  3. 
D)  4. 
E)  5.

Question 19

In a _______ system, customers enter the waiting line, receive service, and leave.

Accepted Answer

A)  fast-track 
B)  simulated 
C)  queuing 
D)  random 
E)  non-random 
A)  fast-track 
B)  simulated 
C)  queuing 
D)  random 
E)  non-random

Question 20

The goal of waiting-line management is to minimize:

Accepted Answer

A)  the sum of customer waiting costs and capacity costs. 
B)  the sum of customer waiting time and service time. 
C)  capacity costs. 
D)  customer waiting time. 
E)  idle servers. 
A)  the sum of customer waiting costs and capacity costs. 
B)  the sum of customer waiting time and service time. 
C)  capacity costs. 
D)  customer waiting time. 
E)  idle servers.

Exam 24: Management of Waiting Lines

Which one of the following measures of system performance is a key measure with respect to customer satisfaction?

The most commonly used queuing models assume that the arrival rate can be described by a Poisson distribution.

Waiting lines occur even in underloaded systems because of variability in service rates and/or arrival rates.

For a system that has a low utilization ratio, decreasing service capacity slightly will have only negligible effect on customer waiting time.

Why is there waiting in an infinite-source queuing system?

Offering an "early bird" special at a restaurant to reduce waiting times during peak hours is an example of:

A single-bay car wash with a Poisson arrival rate and an exponential service time has cars arriving an average of 10 minutes apart, and an average service time of four minutes. The system utilization is:

An approach to reducing the variability in processing times might include greater standardization.

Compared to a single-channel system with exponential service time, a single-channel system with a constant service time causes a reduction of 50 percent in the average number waiting in line.

The goal of queuing analysis is to balance the cost of providing a level of service capacity with the possible loss of business due to customers leaving the line or refusing to wait.

A dental office with two professionals (one dentist, one hygienist) who work together as a team would be an example of a multiple-channel system.

In an infinite-source model, the average time in line is equal to the average number in line divided by the arrival rate.

In a multichannel system with multiple waiting lines, customers shifting among the waiting lines is an example of:

A customer growing frustrated with the wait and leaving the facility (without being served) is an example of:

In a theme park like Disney world, reservation systems are a win-lose situation since only those holding reservations are satisfied.

As the ratio of arrival rate to service rate is increased, which of the following is likely?

A multiple-channel queuing system with a Poisson arrival rate and exponential service time has an average arrival rate of four customers per hour and an average service time of 18 minutes per customer. The minimum number of servers required to avoid an overloaded system is:

In a _______ system, customers enter the waiting line, receive service, and leave.

The goal of waiting-line management is to minimize:

Introduction to Operations Management

Competitiveness

Forecasting

Product and Service Design

RELIABILITY – Static

Strategic Capacity Planning for Products and Services

Decision Theory– Static

Process Selection and Facility Layout

Work Design and Measurement

learning curve– Static

Location Planning and Analysis

The Transportation Model– Static

Management of Quality

Quality Control

Acceptance Sampling– Static

Aggregate Planning and Master Scheduling

MRP and ERP

Inventory Management

JIT and Lean Operations

Maintenance– Static

Supply Chain Management

Scheduling

Project Management

Linear Programming

Filters