Question 1

A well-balanced line would have all jobs of nearly equal duration to avoid unnecessary idleness in work assignments.

Accepted Answer

A) True 
 B)False  True

Question 2

Servicescapes are most important in their effect on customers.

Accepted Answer

A) True 
 B)False  False

Question 3

The procedure to improve flow distance in a process layout by arranging the relative location of departments is known as operations sequence analysis.

Accepted Answer

A) True 
 B)False  True

Question 4

Mid-Columbia Medical Center has a special employee-only entrance to enhance security.

Accepted Answer

A) True 
 B)False

Question 5

In order to reduce disorientation, Richard Wener argues that the following features should be incorporated into a facility design: previous experience, design legibility, and which one of the following?

Accepted Answer

A)  A formula design. 
B)  Orientation aids. 
C)  Adequate lighting. 
D)  An entry atrium. 
A)  A formula design. 
B)  Orientation aids. 
C)  Adequate lighting. 
D)  An entry atrium.

Question 6

All but one of the following impacts the user friendliness of the facility and the ability to serve customers effectively.

Accepted Answer

A)  Floorplan. 
B)  Layout of equipment. 
C)  Equipment design. 
D)  Time of day. 
A)  Floorplan. 
B)  Layout of equipment. 
C)  Equipment design. 
D)  Time of day.

Question 7

The relative location problem deals with the problem of allocating n departments to n locations. Complete enumeration is time consuming because there are a total of n! possible arrangements.

Accepted Answer

A) True 
 B)False

Question 8

The physical complexity of the servicescape for L.L. Bean is categorized as lean.

Accepted Answer

A) True 
 B)False

Question 9

At a roadside snake farm, both customer and employee perform within the servicescape.

Accepted Answer

A) True 
 B)False

Question 10

In the design of a fitness center, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility.

Accepted Answer

A)  At the back of the gym near the aerobic equipment. 
B)  Near the entrance/exit of the gym. 
C)  In a small alcove set to one side of the gym. 
D)  Upstairs in a separate enclosed room marked by a sign. 
A)  At the back of the gym near the aerobic equipment. 
B)  Near the entrance/exit of the gym. 
C)  In a small alcove set to one side of the gym. 
D)  Upstairs in a separate enclosed room marked by a sign.

Question 11

A product layout affords some degree of customization.

Accepted Answer

A) True 
 B)False

Question 12

The automobile driver's license office is an example of a product layout.

Accepted Answer

A) True 
 B)False

Question 13

What defines the capacity of a service product layout?

Accepted Answer

A)  The activity requiring the most time per customer. 
B)  The size of the queue. 
C)  How tasks are allocated among servers. 
D)  Ability of workers to change the process speed. 
A)  The activity requiring the most time per customer. 
B)  The size of the queue. 
C)  How tasks are allocated among servers. 
D)  Ability of workers to change the process speed.

Question 14

The design of facilities is dependent entirely on the construction and operating costs of the facilities.

Accepted Answer

A) True 
 B)False

Question 15

A product layout would facilitate the concept of ________.

Accepted Answer

A)  service in series 
B)  service in parallel 
C)  a first come, first served policy 
D)  balanced flow 
A)  service in series 
B)  service in parallel 
C)  a first come, first served policy 
D)  balanced flow

Question 16

The bottleneck activity of a process is shown as an unbroken bar in a Gantt chart.

Accepted Answer

A) True 
 B)False

Question 17

Rush order flow time and throughput time are identical when the system is empty.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not a method service facilities use to provide orientation for customers?

Accepted Answer

A)  Signs and color codes to indicate direction. 
B)  Use of walled cubicles to ensure privacy. 
C)  Use of artifacts. 
D)  Franchised services that use formula facilities. 
A)  Signs and color codes to indicate direction. 
B)  Use of walled cubicles to ensure privacy. 
C)  Use of artifacts. 
D)  Franchised services that use formula facilities.

Question 19

The servicescape can influence perceived quality.

Accepted Answer

A) True 
 B)False

Question 20

In a product layout, the bottleneck operation defines the capacity of the service.

Accepted Answer

A) True 
 B)False

A well-balanced line would have all jobs of nearly equal duration to avoid unnecessary idleness in work assignments.

Servicescapes are most important in their effect on customers.

The procedure to improve flow distance in a process layout by arranging the relative location of departments is known as operations sequence analysis.

Mid-Columbia Medical Center has a special employee-only entrance to enhance security.

In order to reduce disorientation, Richard Wener argues that the following features should be incorporated into a facility design: previous experience, design legibility, and which one of the following?

All but one of the following impacts the user friendliness of the facility and the ability to serve customers effectively.

The relative location problem deals with the problem of allocating n departments to n locations. Complete enumeration is time consuming because there are a total of n! possible arrangements.

The physical complexity of the servicescape for L.L. Bean is categorized as lean.

At a roadside snake farm, both customer and employee perform within the servicescape.

In the design of a fitness center, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility.

A product layout affords some degree of customization.

The automobile driver's license office is an example of a product layout.

What defines the capacity of a service product layout?

The design of facilities is dependent entirely on the construction and operating costs of the facilities.

A product layout would facilitate the concept of ________.

The bottleneck activity of a process is shown as an unbroken bar in a Gantt chart.

Rush order flow time and throughput time are identical when the system is empty.

Which of the following is not a method service facilities use to provide orientation for customers?

The servicescape can influence perceived quality.

In a product layout, the bottleneck operation defines the capacity of the service.

The Service Economy

Service Strategy

New Service Development

The Service Encounter

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 5: Supporting Facility and Process Flows

A well-balanced line would have all jobs of nearly equal duration to avoid unnecessary idleness in work assignments.

Servicescapes are most important in their effect on customers.

The procedure to improve flow distance in a process layout by arranging the relative location of departments is known as operations sequence analysis.

Mid-Columbia Medical Center has a special employee-only entrance to enhance security.

In order to reduce disorientation, Richard Wener argues that the following features should be incorporated into a facility design: previous experience, design legibility, and which one of the following?

All but one of the following impacts the user friendliness of the facility and the ability to serve customers effectively.

The relative location problem deals with the problem of allocating n departments to n locations. Complete enumeration is time consuming because there are a total of n! possible arrangements.

The physical complexity of the servicescape for L.L. Bean is categorized as lean.

At a roadside snake farm, both customer and employee perform within the servicescape.

In the design of a fitness center, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility.

A product layout affords some degree of customization.

The automobile driver's license office is an example of a product layout.

What defines the capacity of a service product layout?

The design of facilities is dependent entirely on the construction and operating costs of the facilities.

A product layout would facilitate the concept of ________.

The bottleneck activity of a process is shown as an unbroken bar in a Gantt chart.

Rush order flow time and throughput time are identical when the system is empty.

Which of the following is not a method service facilities use to provide orientation for customers?

The servicescape can influence perceived quality.

In a product layout, the bottleneck operation defines the capacity of the service.

The Service Economy

Service Strategy

New Service Development

The Service Encounter

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters