385 7

Poka yoke is roughly translated as quality management

FALSE

a service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system

FALSE

arrival characteristics in a queueing problem analysis include the length of the queue

FALSE

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

FALSE

gas stations loading docks parking lots have infinite potential length

FALSE

the demand of a hospitals emergency medical services is considered a controllable arrival pattern of the calling population

FALSE

the work process involved in providing the service must involve the physical presence of the customer in the system

FALSE

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

FALSE- difficult to separate

the service blueprint is a classification of services

FALSE- flowchart

when arrivals occur in a purely random fashion at a service facility, the distribution of th number

Poisson

Highest profit customer first is a queue discipline discussed in the textbook

TRUE

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

TRUE

a variable arrival rate is more common in waiting lines than constant

TRUE

ideally in waiting line or queuing analyze we want to balance the cost of service with waiting

TRUE

longest waiting time is in book

TRUE

poka yoke is translated as avoid mistakes

TRUE

poka yokes are procedures that block the inevitable mistake from becoming a service defect

TRUE

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

TRUE

the demand on a hospital emergency medical services is an uncontrollable arrival pattern

TRUE

the service system design matrix identifies six forms of service encounters

TRUE

the term encounter is defined by Merriam webster as meeting in conflict or battle and is also used to designate meetings between consumers and service systems

TRUE

when arrivals occur in a purely random fashion at a service facility what kind of distribution does a plot of inter arrival times yield

exponential

service system design matrix, production efficiency from a service encounter designed to be fast to face loose specs

low production efficiency

car wash is single channel multiples

true