Exam 7: Service Processes

department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems.An analyst who wanted to know how much production was being lost by machines waiting for service could use queuing theory analysis to find out.

The customer arrivals in a queuing system come almost exclusively from infinite populations.

In the service-system design matrix,an internet and on-site technology service encounter is expected to have which of the following?

constant arrival rate is more common in productive systems than a variable arrival rate.

The work process involved in providing the service must involve the physical presence of the customer in the system.

Best customer last is a queue discipline discussed in the textbook.

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Every service has a service package,which is defined as a bundle of goods and services provided in some environment.The service package consists of five features.Which of the following is not one of these features?

An infinite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.

Which of the following is not a suggestion for managing queues presented in the textbook?

The service-system design matrix identifies six forms of service encounters.

The customer arrivals in a queuing system come almost exclusively from finite populations.

service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

Which of the following refers to the physical presence of the customer in a service system?

Which of the following is an alternative possible service encounter included in the service-system design matrix?

department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems.When an operator is absent,the amount of production being lost by machines waiting for service increases.The analyst can use queuing theory analysis to determine whether to pay overtime to an operator from a different shift or not.

Which of the following is not a queue discipline discussed in the textbook?

Effective management of services requires a clear focus on understanding operations,so much so,that it may even require the exclusion of consideration of marketing or personnel.

The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population.

Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.