Question 1

For a multiple channel queuing system with multiple queues, allowing customers to jockey will enhance service utilization.

Accepted Answer

A) True 
 B)False  True

Question 2

A single-server food cart competes with several nearby food carts and experiences arrival of customers during an 8-hour period as shown below:  
 
   
Customers would probably exhibit a high incidence of ________ during the 11 a.m.-1 p.m. and 4 p.m.-5 p.m. periods; to avoid this opportunity cost, the cart owner should ________.

Accepted Answer

A)  balking; offer "2 for 1" specials during slow periods 
B)  reneging; expand the menu 
C)  jockeying; offer price discounts between 2 p.m. and 4 p.m. 
D)  balking; add another server during peak periods 
A)  balking; offer "2 for 1" specials during slow periods 
B)  reneging; expand the menu 
C)  jockeying; offer price discounts between 2 p.m. and 4 p.m. 
D)  balking; add another server during peak periods D

Question 3

Which of the following is not an advantage of a multiple queue configuration?

Accepted Answer

A)  FCFS rule is guaranteed. 
B)  Differentiation of service can be provided. 
C)  Division of labor is possible. 
D)  Customers have choice of server. 
A)  FCFS rule is guaranteed. 
B)  Differentiation of service can be provided. 
C)  Division of labor is possible. 
D)  Customers have choice of server. A

Question 4

Which one of the following is not true of multiple queue configurations?

Accepted Answer

A)  Jockeying is eliminated. 
B)  Division of labor is possible. 
C)  Service provided can be differentiated. 
D)  The FCFS rule is not always followed. 
A)  Jockeying is eliminated. 
B)  Division of labor is possible. 
C)  Service provided can be differentiated. 
D)  The FCFS rule is not always followed.

Question 5

Spatial distribution of demand is important to consider in which of the following services?

Accepted Answer

A)  Restaurants. 
B)  Banking. 
C)  Emergency ambulance services. 
D)  Motels. 
A)  Restaurants. 
B)  Banking. 
C)  Emergency ambulance services. 
D)  Motels.

Question 6

Which of the following queue configurations permits opportunities for division of labor and service differentiation?

Accepted Answer

A)  Multiple queue. 
B)  Single queue. 
C)  Take a number. 
D)  Self-serve. 
A)  Multiple queue. 
B)  Single queue. 
C)  Take a number. 
D)  Self-serve.

Question 7

In analytical queuing models, the calling population mainly determines whether the queue will be finite or infinite.

Accepted Answer

A) True 
 B)False

Question 8

Balking is the term used to describe the phenomenon of customers leaving a queue that they have joined before service is rendered.

Accepted Answer

A) True 
 B)False

Question 9

If the number of arrivals in an interval of time follows an exponential distribution, the interarrival time is known to follow a Poisson distribution.

Accepted Answer

A) True 
 B)False

Question 10

Concealment of the waiting line or at least part of it is a very effective deterrent against reneging.

Accepted Answer

A) True 
 B)False

Question 11

The term interarrival time refers to the time elapsed between initiation of service and its completion.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following techniques does not lessen the boredom of waiting customers?

Accepted Answer

A)  Placement of mirrors in elevators. 
B)  Telling customers how long the wait is at different points in the queue. 
C)  Installing a television tuned to CNN. 
D)  Displaying time with a large analog clock. 
A)  Placement of mirrors in elevators. 
B)  Telling customers how long the wait is at different points in the queue. 
C)  Installing a television tuned to CNN. 
D)  Displaying time with a large analog clock.

Question 13

Demand smoothing is accomplished by the differential pricing policy of telephone companies.

Accepted Answer

A) True 
 B)False

Question 14

Supermarkets can be described by which of the following facility arrangement?

Accepted Answer

A)  Self-serve followed by service in parallel. 
B)  Many service centers in parallel and series. 
C)  Servers in parallel. 
D)  Self-service. 
A)  Self-serve followed by service in parallel. 
B)  Many service centers in parallel and series. 
C)  Servers in parallel. 
D)  Self-service.

Question 15

Multiple queue configuration may deter balking behavior.

Accepted Answer

A) True 
 B)False

Question 16

According to Maister, which of the following statements is not true for waits?

Accepted Answer

A)  Unoccupied time feels longer than occupied time. 
B)  Anxiety makes waits feel longer. 
C)  In-process waits feel longer than preprocess waits. 
D)  Unfair waits feel longer than fair waits. 
A)  Unoccupied time feels longer than occupied time. 
B)  Anxiety makes waits feel longer. 
C)  In-process waits feel longer than preprocess waits. 
D)  Unfair waits feel longer than fair waits.

Question 17

Which of the following is not an effective way to manage the psychology of waiting?

Accepted Answer

A)  Prominently display time with a large analog clock. 
B)  Inform customers when long waits are anticipated. 
C)  Use diversions to occupy customer waiting times. 
D)  Employ a take-a-number system to ensure fairness. 
A)  Prominently display time with a large analog clock. 
B)  Inform customers when long waits are anticipated. 
C)  Use diversions to occupy customer waiting times. 
D)  Employ a take-a-number system to ensure fairness.

Question 18

When the number of arrivals per unit time follows a Poisson distribution, the most important implication is that ________.

Accepted Answer

A)  the arrivals are dependent and non-random 
B)  the time between arrivals is exponentially distributed 
C)  eventually the queue length will stabilize 
D)  the rate of completion of service is also Poisson distributed 
A)  the arrivals are dependent and non-random 
B)  the time between arrivals is exponentially distributed 
C)  eventually the queue length will stabilize 
D)  the rate of completion of service is also Poisson distributed

Question 19

According to Maister's Second Law of service, ________.

Accepted Answer

A)  perceptions minus expectations equal the level of customer satisfaction 
B)  first impressions can influence the remainder of the service experience 
C)  quality in the service industry is essentially free 
D)  a waiting customer cannot be satisfied 
A)  perceptions minus expectations equal the level of customer satisfaction 
B)  first impressions can influence the remainder of the service experience 
C)  quality in the service industry is essentially free 
D)  a waiting customer cannot be satisfied

Question 20

The time a consumer will spend waiting is directly related to the amount of money he is paying for the service. The less the service costs him, the longer he is willing to wait.

Accepted Answer

A) True 
 B)False

For a multiple channel queuing system with multiple queues, allowing customers to jockey will enhance service utilization.

Which of the following is not an advantage of a multiple queue configuration?

Which one of the following is not true of multiple queue configurations?

Spatial distribution of demand is important to consider in which of the following services?

Which of the following queue configurations permits opportunities for division of labor and service differentiation?

In analytical queuing models, the calling population mainly determines whether the queue will be finite or infinite.

Balking is the term used to describe the phenomenon of customers leaving a queue that they have joined before service is rendered.

If the number of arrivals in an interval of time follows an exponential distribution, the interarrival time is known to follow a Poisson distribution.

Concealment of the waiting line or at least part of it is a very effective deterrent against reneging.

The term interarrival time refers to the time elapsed between initiation of service and its completion.

Which of the following techniques does not lessen the boredom of waiting customers?

Demand smoothing is accomplished by the differential pricing policy of telephone companies.

Supermarkets can be described by which of the following facility arrangement?

Multiple queue configuration may deter balking behavior.

According to Maister, which of the following statements is not true for waits?

Which of the following is not an effective way to manage the psychology of waiting?

When the number of arrivals per unit time follows a Poisson distribution, the most important implication is that ________.

According to Maister's Second Law of service, ________.

The time a consumer will spend waiting is directly related to the amount of money he is paying for the service. The less the service costs him, the longer he is willing to wait.

The Service Economy

Service Strategy

New Service Development

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 12: Managing Waiting Lines

For a multiple channel queuing system with multiple queues, allowing customers to jockey will enhance service utilization.

Which of the following is not an advantage of a multiple queue configuration?

Which one of the following is not true of multiple queue configurations?

Spatial distribution of demand is important to consider in which of the following services?

Which of the following queue configurations permits opportunities for division of labor and service differentiation?

In analytical queuing models, the calling population mainly determines whether the queue will be finite or infinite.

Balking is the term used to describe the phenomenon of customers leaving a queue that they have joined before service is rendered.

If the number of arrivals in an interval of time follows an exponential distribution, the interarrival time is known to follow a Poisson distribution.

Concealment of the waiting line or at least part of it is a very effective deterrent against reneging.

The term interarrival time refers to the time elapsed between initiation of service and its completion.

Which of the following techniques does not lessen the boredom of waiting customers?

Demand smoothing is accomplished by the differential pricing policy of telephone companies.

Supermarkets can be described by which of the following facility arrangement?

Multiple queue configuration may deter balking behavior.

According to Maister, which of the following statements is not true for waits?

Which of the following is not an effective way to manage the psychology of waiting?

When the number of arrivals per unit time follows a Poisson distribution, the most important implication is that ________.

According to Maister's Second Law of service, ________.

The time a consumer will spend waiting is directly related to the amount of money he is paying for the service. The less the service costs him, the longer he is willing to wait.

The Service Economy

Service Strategy

New Service Development

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters