OPER 3100 Test 3 Bank

In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?" ____________________________

Low production efficiency

Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service? A. Ritz-Carlton Hotel Company B. McDonald's Corporation C. Prudential Insurance Company D. Southwest Airlines E. Citibank

McDonald's corporation

Buying items at a department store where there are a large number of checkout counters features which type of queuing system line structure? ____________________________

Multichannel, single phase

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

Multichannel, single phase

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? A. Task B. Time C. Teamwork D. Trust E. Talent

A. Task

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

The textbook mentions three kinds of performance dashboards. Name them

1. Customer service dashboard 2. Clinical dashboard 3. key process dashboard

The textbook mentions seven trends in health care. Name them

1. Evidence-based medicine 2. Integrated medical care 3. Electronic medical records 4. Health information exchanges 5. Computer-assisted diagnosis 6. Remote diagnosis 7. Robots

What are the American Hospital Association's four classifications of hospitals?

1. General Hospital/emergency room 2. specialty 3. psychiatric 4. rehabilitation

The flow of work through a hospital is sometimes referred to as what? ___________________________

A care chain

Which of the following are eligible companies to be considered for the Baldrige award? A. Auditing firms B. Offshore suppliers to U. S. companies C. Firms operating only outside the U. S. D. State Government agencies E. None of the above

A. Auditing firms

Which of the following is reported on a hospital's key process performance dashboard? A. Meal quality B. Quality improvement C. Autopsy rate D. Cleanliness E. Pain management

A. Autopsy rate

A flow chart as part of a six-sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

A. Define

Which of the following queue discipline is discussed in the textbook? A. Emergencies first B. Garner-Whitten formula C. Newest customer first D. Patient customers last E. None of the above

A. Emergencies first

Which of the following are alternative possible service encounters included in the Service-System Design Matrix? A. Mail contact B. Warranty C. Sales call D. Field service E. None of the above

A. Mail contact

Which of the following is not reported on a hospital's customer service performance dashboard? A. Mortality rate B. Meal quality C. Pain management D. Follow-up education E. Inpatient parking

A. Mortality rate

The largest component of the hospital's workforce is: A. Nurses B. Physicians C. Clerical staff D. Administration E. Volunteers

A. Nurses

The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran had the same general message about what it took to achieve outstanding quality. Which of the following was not part of that message? A. Quality is free B. Leadership from senior management C. Customer focus D. Total involvement of the workforce E. Continuous improvement

A. Quality is free

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

Machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns? 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

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

In infinite queuing theory, the average number in the waiting line divided by the average arrival rate yields what measure of waiting line performance? ___________________________

Average waiting time

Which of the following refers to the physical presence of the customer in a service system? A. Creation of the service B. Customer contact C. Intermittent production D. Continuous production E. None of the above

B. Customer contact

Which of the following is not a strategic use of the service-system design matrix? A. Enabling systematic integration of operations and marketing strategy B. Design of the service package C. Comparing how other firms deliver specific services D. Indicating evolutionary or life cycle changes that might be in order as the firm grows E. Clarifying exactly which combination of service delivery the firm is in fact providing

B. Design of the service package

Design of experiments is a statistical methodology often used in six-sigma projects. It aims to accomplish which of the following? A. Keep careful track of the occurrences of each possible defect B. Determine the cause and effect relationships between process variables and output C. Report defects to management on a Pareto chart D. Carefully change each individual process variable until the cause of a defect is found E. Eliminate defects by finding out who or what is causing them

B. Determine the ause and effect relationships between process variables and output

Which of the following is a characteristic of a well-designed service system? A. Provides a unconditional service guarantee B. Each element of service system is consistent with the operating focus of the firm C. The front end of the service encounter is equal to the back end D. It segments the pleasure for the customer E. It lets the customer control the process

B. Each element of service system is consistent with the operating focus of the firm

Which of the following is an essential resource that flows through a hospital supply chain? A. Doctors and Nurses B. Information C. Medicine D. Patients E. X-Rays

B. Information

Which of the following is an alternative possible service encounter included in the service-system design matrix? A. Face-to-face distance B. Internet C. Questionnaire response D. Automated teller (ATM) E. Response card encounter

B. Internet

Which of the following is not a queue discipline discussed in the textbook? A. First come, first served B. Last in, first out C. Limited needs D. Shortest processing time E. Best customer first

B. Last in, first out

A Pareto chart as part of a six-sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

B. Measure

Which of the following is not an element of a good service guarantee? A. Unconditional (no small print) B. The customer controls the process C. Easy to understand D. Easy to communicate E. Meaningful to the customer

B. The customer controls the process

Which of the following is an example of a finite population in a queuing system? A. People waiting to place their order at a fast food restaurant. B. The departmental faculty in line at the copier. 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.

B. The departmental faculty in line at the copier

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of the above

B. low production efficiency

Which of the following is not an analytical tool used in six-sigma quality improvement programs? A. Run charts B. Pass charts C. Cause-and-effect diagrams D. Flowcharts E. Pareto charts

B. pass charts

The flow of work through a hospital is sometimes referred to as: A. An unending procession of sickness and trauma B. The care chain C. Hurry up and wait D. Pre-cash flow E. Moving sicker and quicker

B. the care chain

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals? A. 5 hours B. 2.5 hours C. 0.2 hours D. 0.1 hours E. None of the above

C. 0.2 Hours

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

C. 0.5 hours

Failure mode and effect analysis is used in six-sigma projects. It involves which of the following? A. Closely examining each rejected part to determine the cause B. A careful sampling plan C. Calculating a risk priority number for each possible failure D. Reporting the effect each failure has had on a customer E. Multivariate testing

C. Calculating a risk priority number for each possible failure

The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran had the same general message about what it took to achieve outstanding quality. Which of the following was part of that message? A. Fourteen steps for quality management B. Quality is free C. Customer focus D. Zero defects E. Six-sigma

C. Customer focus

Which of the following is not a suggestion for managing queues presented in the textbook? A. Train your servers to be friendly B. Segment the customers C. Determine an acceptable waiting time for your customers D. Inform your customers of what to expect E. Encourage customers to come during slack periods

C. Determine an acceptable waiting time for your customers

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

C. Multichannel, single phase

Machine breakdown and repair in a twelve machine factory having three repair mechanics would develop which type of queuing system line structure concerning machine breakdowns? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above

C. Multichannel, single phase

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

C. Multichannel, single phase

Which of the following is not an American Hospital Association hospital classification? A. Psychiatric B. Specialty C. Orthopedic D. Rehabilitation E. General/Emergency

C. Orthopedic

Which of the following is a suggestion for managing queues that is mentioned in the textbook? A. Put up a serpentine lane to keep people from jumping ahead in line B. Use humor to defuse a potentially irritating situation C. Segment the customers 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

C. Segment the customers

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development? A. The service process and service product can be developed independently B. The service package has the same legal protection available to manufactured goods C. The service package is the major output of the development process D. Manufacturing is far more capital intensive than services E. Capacity decisions are much more critical in manufacturing operations

C. The service package is the major output of the development process

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

C. The source population, how the customer exits the system and servicing system

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

C. Train your servers tobe friendly

A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

C. analyze

What is the starting point in developing a capacity plan for a health care operation? A. Forecasting patient demand for a reasonable length of time B. Estimating design capacity C. Discovery of the bottleneck operation D. Determining the effective capacity over time E. Holding a meeting of concerned staff physicians

D. Determining the effective capacity over time

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following? A. High sales opportunity B. High degree of customer/server contact C. Low production efficiency D. High production efficiency E. None of the above

D. High production efficiency

An opportunity flow diagram as part of a six-sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

D. Improve

In the service-system design matrix, a mail contact service encounter is expected to have which of the following? A. High sales opportunity B. High degree of customer/server contact C. High production efficiency D. Low sales opportunity E. None of the above

D. Low sales opprtunity

An analytical tool used in six-sigma quality improvement programs is which of the following? A. Leadership B. Continuous improvement C. Quick response D. Partnership diagrams E. Checksheets

E. Checksheets

The text mentions several common approaches to use when developing a strategy to close a capacity gap (where utilization of a resource exceeds capacity available). Which of the following is not among the common approaches mentioned? A. Transferring capacity from other units B. Increasing capacity through overtime C. Subcontracting with other hospitals D. Bottleneck reduction E. New construction

E. New construction

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service? A. Production line approach B. Personal attention approach C. Quality approach D. Do-it-yourself approach E. Self-service approach

E. Self-service approach

What is the application of the scientific method to evaluate alternative treatment methods and create guidelines for similar clinical situations called? ___________________________

Evidence-based medicine

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

Exponential

In a service operation, what are the materials purchased or consumed by the buyer called? ____________________________

Facilitating goods

What are the psychological benefits that the customer may sense only vaguely called? ____________________________

Implicit services

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? ____________________________

Poisson

Which trend in health care is nick-named telemedicine and uses electronic devices for measuring blood pressure, heart rate, and blood oxygen levels? ___________________________

Remote diagnosis

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? ___________________________

Single channel, multiphase

A single toll booth on a one-lane bridge is which type of queuing system line structure?

Single channel, single phase

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

Single channel, single phase

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service? ____________________________

The self-service approach

What are the physical resources that must be in place before a service can be offered called? ___________________________

The supporting facility

What is the principal element of the overall layout of a hospital? ___________________________

Truehe nursing station

In finite queuing theory, the average waiting time in line is denoted by what symbol?

W

A hospital staff provides what three main services?

1. Observation 2. Diagnosis 3. Treatment

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

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 are serviced 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? A. 12 minutes B. 6 minutes C. 2 minutes D. 1 minutes E. None of the above

E. None of the above

Which of the following is not part of "the service triangle"? A. Employees B. Support systems C. Customers D. Service strategy E. Service encounter

E. Service encounter

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of the above

B. Low production efficiency

Which of the following is an analytical tool used in six-sigma quality improvement programs? A. Leadership B. Pareto Charts C. Management by fact D. Continuous improvement E. Kaizen

B. Pareto charts

Which of the following is one of the three contrasting approaches to delivering on-site service? A. Airline approach B. Self-service approach C. Fast food approach D. Do-it-yourself approach E. Internet approach

B. Self-service approach

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

B. Single channel, multiphase

Which of the following is an American Hospital Association hospital classification? A. Pediatric B. Specialty C. Orthopedic D. Osteopathic E. Research

B. Specialty

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

C. Physician practice

Which of the following is one of the three contrasting approaches to delivering on-site service? A. Quality approach B. Stock market approach C. Production line approach D. Retail approach E. Professional approach

C. Production Line approach

Which of the following is not a characteristic of a well-designed service system? A. Robust B. Cost-effective C. Puts customers in charge D. User-friendly E. Effectively links "front office" with "back office"

C. Puts customer in charge

Buying food at a large food store with multiple checkout counters features which type of queuing system line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above

C.Multichannel, single phase

Which trend in health care uses expert system software programs to arrive at a diagnosis? ____________________________

Computer-assisted diagnosis

The Malcolm Baldrige award selection process helps improve quality and productivity by which of the following means? A. Stimulating foreign based suppliers of American companies to improve quality B. Reporting quality levels among American firms C. Identifying American firms with the most difficult quality problems D. Providing feedback to applicants by the examiners E. Helping Baldrige award winners increase their sales

D. Providing feedback to applicants by the examiners

In essence, a queuing system includes several major components. Which of the following is not one of them? A. Source population B. Servicing system C. How the customer exits the system D. The queue discipline E. None of the above

D. The queue discipline

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? A. Talent B. Teamwork C. Trust D. Treatment E. Time

D. Treatment

Which of the following are not eligible to be considered for the Baldrige Award? A. Small businesses B. Health care organizations C. Educational institutions D. State highway patrol organizations E. Nuclear power plants

D. state highway patrol organizations

Which of the following is not a suggestion for managing queues presented in the textbook? A. Try to divert your customer's attention when waiting B. Segment the customers C. Encourage customers to come during the slack periods D. Train your people to be friendly E. Periodically close the service channel to temporarily disperse the line

E. Periodically close the service channel to temporarily disperse the line

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development? A. The process and product must be developed at the same time. B. Many service organizations can change their service offerings virtually overnight. C. Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization. D. The service package, rather than a definable good, is the output of the development process. E. Service operations can be protected by patents, manufacturing operations cannot.

E. Service operations can be protected by patents, manufacturing operations cannot

Which of the following is not an analytical tool used in six-sigma quality improvement programs? A. Flowcharts B. Run charts C. Control charts D. Pareto diagrams E. Shengo diagrams

E. Shengo diagrams

The textbook mentions seven trends in health care. Which of the following is one of them? A. Remote surgical treatment B. Gene therapy C. Increasing legal costs D. Increasing cost of healthcare E. Integrated medical care

E. integrated medical care

Joining a line at an airport shoeshine stand where there are five people shining shoes puts you in which type of queuing system line structure? ____________________________

Multichannel, single phase