Question 1

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

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

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

Question 4

Customer contact refers to creation of the service.

Accepted Answer

A) True 
 B)False

Question 5

A 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.

Accepted Answer

A) True 
 B)False

Question 6

Getting an autograph from a famous person might involve standing in which type of queuing 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 7

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 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Question 10

A company is concerned about the number of customers that have to wait for service in their customer service department.Assume the rate at which customers arrive is 12 per hour.Using the infinite queuing notion for the models presented in the textbook which of the following is the mean time between arrivals?

Accepted Answer

A)  12 minutes 
B)  6 minutes 
C)  2 minutes 
D)  1 minutes 
E)  None of the above 
A)  12 minutes 
B)  6 minutes 
C)  2 minutes 
D)  1 minutes 
E)  None of the above

Question 11

Standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is 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 12

Longest waiting time in line is a queue discipline discussed in the textbook.

Accepted Answer

A) True 
 B)False

Question 13

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 14

When arrivals occur in a purely random fashion at a service facility,what kind of distribution does a plot of interarrival times yield? ___________________________

Accepted Answer

Exponential
Explanation: When

Question 15

When arrivals occur in a purely random fashion at a service facility,the distribution of the number of arrivals per unit of time forms which kind of distribution? ___________________

Accepted Answer

Poisson
Explanation: Where one is intere

Question 16

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

Accepted Answer

A)  Face-to-face distance 
B)  Internet 
C)  Questionnaire response 
D)  Automated teller (ATM) 
E)  Response card encounter 
A)  Face-to-face distance 
B)  Internet 
C)  Questionnaire response 
D)  Automated teller (ATM) 
E)  Response card encounter

Question 17

The service-system design matrix identifies five alternative forms of service encounters.

Accepted Answer

A) True 
 B)False

Question 18

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 19

In a college registration process,several department heads have to approve an individual student's semester course load.What is the 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 20

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

Accepted Answer

A) True 
 B)False

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

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?

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?

Customer contact refers to creation of the service.

Getting an autograph from a famous person might involve standing in which type of queuing line structure?

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.

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

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

Standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is which type of queuing system line structure?

Longest waiting time in line is a queue discipline discussed in the textbook.

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

When arrivals occur in a purely random fashion at a service facility,what kind of distribution does a plot of interarrival times yield? ___________________________

When arrivals occur in a purely random fashion at a service facility,the distribution of the number of arrivals per unit of time forms which kind of distribution? ___________________

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

The service-system design matrix identifies five alternative forms of service encounters.

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.

In a college registration process,several department heads have to approve an individual student's semester course load.What is the queuing system line structure?

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

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Exam 7: Service Processes

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

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?

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?

Customer contact refers to creation of the service.

Getting an autograph from a famous person might involve standing in which type of queuing line structure?

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.

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

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

Standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is which type of queuing system line structure?

Longest waiting time in line is a queue discipline discussed in the textbook.

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

When arrivals occur in a purely random fashion at a service facility,what kind of distribution does a plot of interarrival times yield? ___________________________

When arrivals occur in a purely random fashion at a service facility,the distribution of the number of arrivals per unit of time forms which kind of distribution? ___________________

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

The service-system design matrix identifies five alternative forms of service encounters.

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.

In a college registration process,several department heads have to approve an individual student's semester course load.What is the queuing system line structure?

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

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