Question 1

Because little or no inventory is carried in a service operation,it is easy to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 2

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?

Accepted Answer

A) Task 
B) Time 
C) Teamwork 
D) Trust 
E) Talent 
A) Task 
B) Time 
C) Teamwork 
D) Trust 
E) Talent

Question 3

Which of the following is a suggestion for managing queues presented in the textbook?

Accepted Answer

A) Train your servers to be friendly 
B) Tell customers that the line should encourage them to come during slack periods 
C) Give each customer a number 
D) Periodically close the service channel to temporarily disperse the line 
E) Use humor to defuse a potentially irritating situation 
A) Train your servers to be friendly 
B) Tell customers that the line should encourage them to come during slack periods 
C) Give each customer a number 
D) Periodically close the service channel to temporarily disperse the line 
E) Use humor to defuse a potentially irritating situation

Question 4

The admissions system in a hospital for patients is an example of a single channel,single phase queuing system.

Accepted Answer

A) True 
 B)False

Question 5

car wash is an example of a single channel,multiphase queuing system.

Accepted Answer

A) True 
 B)False

Question 6

For an infinite queuing situation,if the arrival rate for loading trucks is 5 trucks per hour,what is the mean time between arrivals?

Accepted Answer

A) 5 hours 
B) 2.5 hours 
C) 0.2 hours 
D) 0.1 hours 
E) None of these 
A) 5 hours 
B) 2.5 hours 
C) 0.2 hours 
D) 0.1 hours 
E) None of these

Question 7

Arrival characteristics in a queuing problem analysis include the length of the queue.

Accepted Answer

A) True 
 B)False

Question 8

In the service-system design matrix,a face-to-face total customization service encounter is expected to have which of the following?

Accepted Answer

A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of these 
A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of these

Question 9

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

Accepted Answer

A) Try to divert your customer's attention when waiting 
B) Segment the customers 
C) Encourage customers to come during a slack period 
D) Train your servers to be friendly 
E) Periodically close the service channel to temporarily disperse the line 
A) Try to divert your customer's attention when waiting 
B) Segment the customers 
C) Encourage customers to come during a slack period 
D) Train your servers to be friendly 
E) Periodically close the service channel to temporarily disperse the line

Question 10

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Accepted Answer

A) Put up a serpentine lane to keep people from jumping ahead in line 
B) Use humor to defuse a potentially irritating situation 
C) Train your servers to be friendly 
D) Assure customers that the wait is fair and inform them of the queue discipline 
E) Tell people in the queue that each will be served as soon as possible 
A) Put up a serpentine lane to keep people from jumping ahead in line 
B) Use humor to defuse a potentially irritating situation 
C) Train your servers to be friendly 
D) Assure customers that the wait is fair and inform them of the queue discipline 
E) Tell people in the queue that each will be served as soon as possible

Question 12

It is difficult to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 13

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Accepted Answer

A) True 
 B)False

Question 14

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

Accepted Answer

A) True 
 B)False

Question 15

roller coaster ride in an amusement park employs which type of queuing system line structure?

Accepted Answer

A) Single channel,single phase 
B) Single channel,multiphase 
C) Multichannel,single phase 
D) Multichannel,multiphase 
E) None of these 
A) Single channel,single phase 
B) Single channel,multiphase 
C) Multichannel,single phase 
D) Multichannel,multiphase 
E) None of these

Question 16

The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.

Accepted Answer

A) True 
 B)False

Question 17

In essence,a queuing system includes several major components.Which of the following is not one of them?

Accepted Answer

A) Source population 
B) Servicing system 
C) How the customer exits the system 
D) The queue discipline 
E) None of these 
A) Source population 
B) Servicing system 
C) How the customer exits the system 
D) The queue discipline 
E) None of these

Question 18

department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems.An analyst wanting to know whether to add a fourth operator or downsize to two operators would be helped by using queuing theory analysis.

Accepted Answer

A) True 
 B)False

Question 19

In a practical sense,a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

Accepted Answer

A) True 
 B)False

Question 20

Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour.Using the infinite queuing notion for the models presented in the textbook,which of the following is the average service time?

Accepted Answer

A) 2 hours 
B) 1 hour 
C) 0.5 hours 
D) 0.25 hours 
E) None of these 
A) 2 hours 
B) 1 hour 
C) 0.5 hours 
D) 0.25 hours 
E) None of these

Because little or no inventory is carried in a service operation,it is easy to separate the operations management functions from marketing in services.

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?

Which of the following is a suggestion for managing queues presented in the textbook?

The admissions system in a hospital for patients is an example of a single channel,single phase queuing system.

car wash is an example of a single channel,multiphase queuing system.

For an infinite queuing situation,if the arrival rate for loading trucks is 5 trucks per hour,what is the mean time between arrivals?

Arrival characteristics in a queuing problem analysis include the length of the queue.

In the service-system design matrix,a face-to-face total customization service encounter is expected to have which of the following?

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

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

It is difficult to separate the operations management functions from marketing in services.

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

roller coaster ride in an amusement park employs which type of queuing system line structure?

The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.

In essence,a queuing system includes several major components.Which of the following is not one of them?

department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems.An analyst wanting to know whether to add a fourth operator or downsize to two operators would be helped by using queuing theory analysis.

In a practical sense,a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour.Using the infinite queuing notion for the models presented in the textbook,which of the following is the average service time?

Operations and Supply Chain Management

Strategy and Sustainability

Forecasting

Strategic Capacity Management

PART-A: Learning Curves

Projects Manufacturing and Service Processes

Manufacturing Processes

PART-A: Break-Even Analysis

Sales and Operations Planning

Material Requirements Planning

Quality Management and Six-Sigma Supply Chain Processes and Analytics

Inventory Management

Lean Supply Chains

Global Sourcing and Procurement

Location, Logistics and Distribution

Filters

Exam 7: Service Processes

Because little or no inventory is carried in a service operation,it is easy to separate the operations management functions from marketing in services.

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?

Which of the following is a suggestion for managing queues presented in the textbook?

The admissions system in a hospital for patients is an example of a single channel,single phase queuing system.

car wash is an example of a single channel,multiphase queuing system.

For an infinite queuing situation,if the arrival rate for loading trucks is 5 trucks per hour,what is the mean time between arrivals?

Arrival characteristics in a queuing problem analysis include the length of the queue.

In the service-system design matrix,a face-to-face total customization service encounter is expected to have which of the following?

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

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

It is difficult to separate the operations management functions from marketing in services.

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

roller coaster ride in an amusement park employs which type of queuing system line structure?

The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.

In essence,a queuing system includes several major components.Which of the following is not one of them?

department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems.An analyst wanting to know whether to add a fourth operator or downsize to two operators would be helped by using queuing theory analysis.

In a practical sense,a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour.Using the infinite queuing notion for the models presented in the textbook,which of the following is the average service time?

Operations and Supply Chain Management

Strategy and Sustainability

Forecasting

Strategic Capacity Management

PART-A: Learning Curves

Projects Manufacturing and Service Processes

Manufacturing Processes

PART-A: Break-Even Analysis

Sales and Operations Planning

Material Requirements Planning

Quality Management and Six-Sigma Supply Chain Processes and Analytics

Inventory Management

Lean Supply Chains

Global Sourcing and Procurement

Location, Logistics and Distribution

Filters