Question 1

The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.

Accepted Answer

A) True 
 B)False

Question 2

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.

Accepted Answer

A) True 
 B)False

Question 3

The term "queue discipline" involves the art of controlling surly and unruly customers who have become irritated by waiting.

Accepted Answer

A) True 
 B)False

Question 4

In getting your first driver's license,several steps had to be taken.First,you took the written test.Then you took the driving test.Then your photograph was taken and the license made.What was the queuing system line structure in the Department of Motor Vehicles? ________________________________

Accepted Answer

Single channel,multiphase
Explanation: S

Question 5

Which of the following is an example of a finite population in a queuing system?

Accepted Answer

A)  People waiting to place their order at a fast food restaurant 
B)  The departmental faculty in line at the copy machine. 
C)  People waiting in line at an ATM. 
D)  Patients seeking help in a hospital emergency room 
E)  Taxpayers calling for assistance from the IRS 
A)  People waiting to place their order at a fast food restaurant 
B)  The departmental faculty in line at the copy machine. 
C)  People waiting in line at an ATM. 
D)  Patients seeking help in a hospital emergency room 
E)  Taxpayers calling for assistance from the IRS

Question 6

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 7

A finite 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.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Question 10

Buying a ticket for a college football game where there are multiple windows to buy the ticket at features 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 the above 
A)  Single channel,single phase 
B)  Single channel,multiphase 
C)  Multichannel,single phase 
D)  Multichannel,multiphase 
E)  None of the above

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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 13

Getting a flu shot from the one campus nurse that is on duty might involve standing in which type of queuing line structure? _____________________________________

Accepted Answer

Single channel,single phase
Ex

Question 14

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

Question 15

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

Accepted Answer

A)  Creation of the service 
B)  Customer contact 
C)  Intermittent production 
D)  Continuous production 
E)  None of the above 
A)  Creation of the service 
B)  Customer contact 
C)  Intermittent production 
D)  Continuous production 
E)  None of the above

Question 16

Which of the following is a characteristic that can be used to guide the design of service systems?

Accepted Answer

A)  Services cannot be inventoried 
B)  Services are all similar 
C)  Quality work means quality service 
D)  Services businesses are inherently entrepreneurial 
E)  Even service businesses have internal services 
A)  Services cannot be inventoried 
B)  Services are all similar 
C)  Quality work means quality service 
D)  Services businesses are inherently entrepreneurial 
E)  Even service businesses have internal services

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

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.

Accepted Answer

A) True 
 B)False

Question 19

Standing in line to buy tickets for a basketball game where there are multiple ticket windows involves which type of queuing system Line Structure? _________________________________

Accepted Answer

Multichannel,single phase
Expl

Question 20

Which of the following is considered a high-contact service operation?

Accepted Answer

A)  On-line brokerage house 
B)  Internet sales for a department store 
C)  Physician practice 
D)  Telephone life insurance sales and service 
E)  Automobile repair 
A)  On-line brokerage house 
B)  Internet sales for a department store 
C)  Physician practice 
D)  Telephone life insurance sales and service 
E)  Automobile repair

The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.

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 term "queue discipline" involves the art of controlling surly and unruly customers who have become irritated by waiting.

In getting your first driver's license,several steps had to be taken.First,you took the written test.Then you took the driving test.Then your photograph was taken and the license made.What was the queuing system line structure in the Department of Motor Vehicles? ________________________________

Which of the following is an example of a finite population in a queuing system?

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

A finite 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.

It is difficult 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?

Buying a ticket for a college football game where there are multiple windows to buy the ticket at features which type of queuing system line structure?

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

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.

Getting a flu shot from the one campus nurse that is on duty might involve standing in which type of queuing line structure? _____________________________________

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

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

Which of the following is a characteristic that can be used to guide the design of service systems?

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

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.

Standing in line to buy tickets for a basketball game where there are multiple ticket windows involves which type of queuing system Line Structure? _________________________________

Which of the following is considered a high-contact service operation?

Operations and Supply Chain Management

Strategy and Sustainability

Forecasting

Strategic Capacity Management

Projects

Manufacturing and Service Processes

Sales and Operations Planning

Material Requirements Planning

Quality Management and Six Sigma

Inventory Management

Lean Supply Chains

Global Sourcing and Procurement

Location, Logistics, and Distribution

Filters

Exam 7: Service Processes

The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.

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 term "queue discipline" involves the art of controlling surly and unruly customers who have become irritated by waiting.

In getting your first driver's license,several steps had to be taken.First,you took the written test.Then you took the driving test.Then your photograph was taken and the license made.What was the queuing system line structure in the Department of Motor Vehicles? ________________________________

Which of the following is an example of a finite population in a queuing system?

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

A finite 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.

It is difficult 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?

Buying a ticket for a college football game where there are multiple windows to buy the ticket at features which type of queuing system line structure?

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

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.

Getting a flu shot from the one campus nurse that is on duty might involve standing in which type of queuing line structure? _____________________________________

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

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

Which of the following is a characteristic that can be used to guide the design of service systems?

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

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.

Standing in line to buy tickets for a basketball game where there are multiple ticket windows involves which type of queuing system Line Structure? _________________________________

Which of the following is considered a high-contact service operation?

Operations and Supply Chain Management

Strategy and Sustainability

Forecasting

Strategic Capacity Management

Projects

Manufacturing and Service Processes

Sales and Operations Planning

Material Requirements Planning

Quality Management and Six Sigma

Inventory Management

Lean Supply Chains

Global Sourcing and Procurement

Location, Logistics, and Distribution

Filters