MGT 302 Chapter 7 Quiz

Which of the following is not a queue discipline discussed in the textbook? -Best customer first -Limited needs -Shortest processing time -First come, first served -Last in, first out

Last in, first out

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? -Multichannel, multiphase -Single channel, multiphase -None of these -Multichannel, single phase -Single channel, single phase

-Multichannel, single phase

Which of the following is not a suggestion for managing queues presented in the textbook? -Periodically close the service channel to temporarily disperse the line -Train your servers to be friendly -Encourage customers to come during a slack period -Try to divert your customer's attention when waiting Segment the customers

-Periodically close the service channel to temporarily disperse the line

Getting an autograph from a famous person might involve standing in which type of queuing line structure? -Multichannel, multiphase -None of these -Single channel, multiphase -Multichannel, single phase -Single channel, single phase

-Single channel, single phase

A ride at an amusement park is an example of a service operation where there is direct contact between the customer and server, but little variation in the service process—neither the customer nor server has much discretion in how the service will be provided. As shown on the Service System Design Matrix, which type of service is being delivered?

Face-to-face, tight specs

As the degree of customer contact increases in a service operation, what generally happens to the efficiency of the operation?

It decreases

Which of the following is a characteristic that can be used to guide the design of service systems? -Quality work means quality service -Services businesses are inherently entrepreneurial -Services cannot be inventoried -Even service businesses have internal services -Services are all similar

Services cannot be inventoried

Which of the following are the three major components of a queuing system? -The service speed, the queue discipline and the waiting line -The source population, how customers exit the system, and the queuing discipline -The number of servers, the service speed and the waiting line -The source population, how the customer exits the system, and the servicing system. -The source population and the way customers arrive at the system, the serving systems, and how customers exit the system.

The source population and the way customers arrive at the system, the serving systems, and how customers exit the system.