Question 1

The CRAFT program for facility layout uses an initial solution to ________.

Accepted Answer

A)  be tested for improvement 
B)  arrive at a feasible solution 
C)  provide an analytical solution 
D)  define the layout problem 
A)  be tested for improvement 
B)  arrive at a feasible solution 
C)  provide an analytical solution 
D)  define the layout problem

Question 2

The advent of the "hub and spoke" airline network following deregulation is an example of ________.

Accepted Answer

A)  nature and objectives of service organizations 
B)  flexibility 
C)  aesthetic factors 
D)  land availability and space requirements 
A)  nature and objectives of service organizations 
B)  flexibility 
C)  aesthetic factors 
D)  land availability and space requirements

Question 3

Which of the following retail servicescapes would support an upscale store image best?

Accepted Answer

A)  Stark tile floors. 
B)  Exposed, bright lighting. 
C)  Store personnel waiting at cash registers. 
D)  Well-spaced, lightly stocked shelving. 
A)  Stark tile floors. 
B)  Exposed, bright lighting. 
C)  Store personnel waiting at cash registers. 
D)  Well-spaced, lightly stocked shelving.

Question 4

A process layout, done correctly, promotes standardized service.

Accepted Answer

A) True 
 B)False

Question 5

The inability of a jewelry store to expand its current operations to include, for example, an in-store repair and manufacturing facility in response to customer demands, is neglecting which factor of service facility design?

Accepted Answer

A)  Land availability and space requirements. 
B)  Flexibility. 
C)  The nature and objectives of the service organization. 
D)  Community and environment. 
A)  Land availability and space requirements. 
B)  Flexibility. 
C)  The nature and objectives of the service organization. 
D)  Community and environment.

Question 6

Which one of the following is an example of a process layout?

Accepted Answer

A)  Fast-food restaurant. 
B)  Cafeteria. 
C)  Hospital. 
D)  None of the above. 
A)  Fast-food restaurant. 
B)  Cafeteria. 
C)  Hospital. 
D)  None of the above.

Question 7

A batch type of service process has the characteristic of ________.

Accepted Answer

A)  many specialized departments 
B)  a group of customers treated simultaneously 
C)  uninterrupted delivery 
D)  a one-of-a-kind engagement 
A)  many specialized departments 
B)  a group of customers treated simultaneously 
C)  uninterrupted delivery 
D)  a one-of-a-kind engagement

Question 8

Identify the bottleneck operation in the following exclusive hairdressing salon.

Accepted Answer

A)  Option A 
B)  Option B 
C)  Option C 
D)  Option D 
A)  Option A 
B)  Option B 
C)  Option C 
D)  Option D

Question 9

A fixed sequence of steps that all customers must experience is characteristic of process layouts.

Accepted Answer

A) True 
 B)False

Question 10

Facility layout is discussed with attention to traffic flow, space planning, and which one of the following?

Accepted Answer

A)  Need to avoid unnecessary travel. 
B)  Eliminating bottlenecks. 
C)  Aesthetic factors. 
D)  Cost of providing service. 
A)  Need to avoid unnecessary travel. 
B)  Eliminating bottlenecks. 
C)  Aesthetic factors. 
D)  Cost of providing service.

Question 11

Which among the following choices might not be representative of security measures taken by retail stores?

Accepted Answer

A)  Reducing the number of extremely valuable items sold. 
B)  A row of bollards outside the entrance. 
C)  Doing away with big windows. 
D)  None of the above. 
A)  Reducing the number of extremely valuable items sold. 
B)  A row of bollards outside the entrance. 
C)  Doing away with big windows. 
D)  None of the above.

Question 12

Cycle time is the average time to complete a service operation.

Accepted Answer

A) True 
 B)False

Question 13

Capacity utilization of individual operations is a dangerous performance metric.

Accepted Answer

A) True 
 B)False

Question 14

The customer is a(n) ________ in the service process and his/her impression of the service quality is influenced by many ________.

Accepted Answer

A)  observer; perceptions 
B)  observer; observations 
C)  participant; perceptions 
D)  participant; observations 
A)  observer; perceptions 
B)  observer; observations 
C)  participant; perceptions 
D)  participant; observations

Question 15

Heuristic algorithms are not only appealing intuitively, but they also guarantee optimal solutions.

Accepted Answer

A) True 
 B)False

Question 16

The product layout often requires special equipment and special skills to deal with high volume of demand for service that is anticipated. These factors create a very inflexible layout.

Accepted Answer

A) True 
 B)False

Question 17

The swim lane flowchart highlights the handoffs between functional activities.

Accepted Answer

A) True 
 B)False

Question 18

The line balancing problem arises because of ________.

Accepted Answer

A)  mismatched capacities of the various operations 
B)  mismatched labor inputs required at various operations 
C)  large waiting lines 
D)  inflexibility of the line 
A)  mismatched capacities of the various operations 
B)  mismatched labor inputs required at various operations 
C)  large waiting lines 
D)  inflexibility of the line

Question 19

________ is the time it takes to complete a process from time of arrival to time of departure.

Accepted Answer

A)  Rush order flow time 
B)  Cycle time 
C)  Throughput time 
D)  Direct labor time 
A)  Rush order flow time 
B)  Cycle time 
C)  Throughput time 
D)  Direct labor time

Question 20

The entire system capacity is measured by the inverse of the bottleneck cycle time.

Accepted Answer

A) True 
 B)False

The CRAFT program for facility layout uses an initial solution to ________.

The advent of the "hub and spoke" airline network following deregulation is an example of ________.

Which of the following retail servicescapes would support an upscale store image best?

A process layout, done correctly, promotes standardized service.

The inability of a jewelry store to expand its current operations to include, for example, an in-store repair and manufacturing facility in response to customer demands, is neglecting which factor of service facility design?

Which one of the following is an example of a process layout?

A batch type of service process has the characteristic of ________.

Identify the bottleneck operation in the following exclusive hairdressing salon.

A fixed sequence of steps that all customers must experience is characteristic of process layouts.

Facility layout is discussed with attention to traffic flow, space planning, and which one of the following?

Which among the following choices might not be representative of security measures taken by retail stores?

Cycle time is the average time to complete a service operation.

Capacity utilization of individual operations is a dangerous performance metric.

The customer is a(n) in the service process and his/her impression of the service quality is influenced by many .

Heuristic algorithms are not only appealing intuitively, but they also guarantee optimal solutions.

The product layout often requires special equipment and special skills to deal with high volume of demand for service that is anticipated. These factors create a very inflexible layout.

The swim lane flowchart highlights the handoffs between functional activities.

The line balancing problem arises because of ________.

________ is the time it takes to complete a process from time of arrival to time of departure.

The entire system capacity is measured by the inverse of the bottleneck cycle time.

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

The CRAFT program for facility layout uses an initial solution to ________.

The advent of the "hub and spoke" airline network following deregulation is an example of ________.

Which of the following retail servicescapes would support an upscale store image best?

A process layout, done correctly, promotes standardized service.

The inability of a jewelry store to expand its current operations to include, for example, an in-store repair and manufacturing facility in response to customer demands, is neglecting which factor of service facility design?

Which one of the following is an example of a process layout?

A batch type of service process has the characteristic of ________.

Identify the bottleneck operation in the following exclusive hairdressing salon.

A fixed sequence of steps that all customers must experience is characteristic of process layouts.

Facility layout is discussed with attention to traffic flow, space planning, and which one of the following?

Which among the following choices might not be representative of security measures taken by retail stores?

Cycle time is the average time to complete a service operation.

Capacity utilization of individual operations is a dangerous performance metric.

The customer is a(n) ________ in the service process and his/her impression of the service quality is influenced by many ________.

Heuristic algorithms are not only appealing intuitively, but they also guarantee optimal solutions.

The product layout often requires special equipment and special skills to deal with high volume of demand for service that is anticipated. These factors create a very inflexible layout.

The swim lane flowchart highlights the handoffs between functional activities.

The line balancing problem arises because of ________.

________ is the time it takes to complete a process from time of arrival to time of departure.

The entire system capacity is measured by the inverse of the bottleneck cycle time.

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

The customer is a(n) in the service process and his/her impression of the service quality is influenced by many .