476 Ex2

The usual range of the smoothing constant for a simple exponential smoothing forecast is:

0.1-0.5

________ is not a strategy for reduction of customer-induced variability.

Adapt to customer skill levels

Which one of the following four steps in "daily workshift scheduling" is out of order?

Assign operators to shifts.

Which of the following is not a benefit to the franchisee of a franchise?

Autonomy

All but one of the following is a reason for outsourcing services.

Avoids coordination expenses and delays

All but one of the following is a caution when considering outsourcing services:

Costs might increase.

Which of the following is not an essential feature of a queuing system?

Customer

Survey results are used in:

Delphi method.

_________ variability is not one of the five sources of customer-induced variability.

Demand

Which of the following is not a strategy for managing capacity?

Developing complementary services

When a quantity discount is offered, the first step should be to compute:

EOQ for the lowest price per unit.

Spatial distribution of demand is important to consider in which of the following services?

Emergency ambulance services

When franchising, which of the following is not an issue for the franchisee?

Establishing a brand

Empirical studies have suggested that the distribution of inter-arrival times is:

Exponential

Global service strategies include all but one of the following:

Exporting services

The "cookie-cutter" concept best describes which expansion strategy?

Focused network

According to Maister, one of the following statements is not true of waits.

In-process waits feel longer than preprocess waits.

Which one of the following is not true of multiple queue configurations?

Jockeying is eliminated.

Removing the kitchen from Taco Bell outlets to a central location resulted in all of the following benefits, except:

Make-to-order customization

Which one of the following is not an advantage of the Simple Exponential Smoothing model over the N-period Moving Average model?

None of the above.

Which one of the following is most important for a continuous review system?

POS scanning.

Which of the following service providers likely would be involved in a single-level bi-directional service supply relationship?

Professor

Which of the following is not an effective way to manage the psychology of waiting?

Prominently display time with a large analog clock.

When franchising which one of the following is not a benefit to the franchiser?

Proven business

Which of the following is not a source of uncertainty in managing a supply chain?

Quality control

________ is not a characteristic appropriate for a yield management strategy.

Steady demand

Which of the following is not one of the major considerations in planning multinational operations?

Technological compatibility

What one of the following is not a characteristic of yield management?

There is one homogeneous customer class.

In the ABC inventory classification, C items can best be described as:

among the most numerous.

Which one of the following is not a role that inventories play in a distribution system?

anticipative

The A/B/C notation classifies queuing systems on the basis of:

arrival rates, service rates, and number of servers.

A good overbooking strategy should:

balance the expected opportunity cost of idle service capacity and expected cost of turning away customers who have reservations.

A queuing system is described by all but one of the following:

balking behavior

A community hospital is an example of a:

clustered service.

USAA, which provides financial services to military officers by mail, telephone, and Internet is an example of a:

clustered service.

The physical goods supply chain contains all but one of the following elements

competitor

When yield management is implemented which one of the following does not result:

consumer surplus increases

Which one of the following is not a strategy to manage demand?

cross-training employees

McDonald's includes beer on its menu for German franchises. This is an example of _______

cultural transferability.

In the annual cost curve for the EOQ model, the ordering cost _________ with the order quantity

decreases negative exponentially

The strategy of segmenting demand is feasible only when:

demand is not from a homogeneous source.

Which one of the following is not part of the queuing system features?

departure process

In regression models, the variable of interest (being forecast) is called a(an):

dependent variable.

All but one of the following are techniques to lessen the boredom of waiting customers:

displaying time with a large analog clock.

In the A/B/C analytical queuing model classification, M is used to denote:

exponential inter-arrival time distribution.

A parking lot is a special variation of the _________ queuing model.

finite-queue M/M/c

According to Maister's Second Law of Service:

first impressions can influence the remainder of the service experience.

Taxes and insurance would fall under _____ costs.

holding or carrying

After selecting a line in a multiple queue system, a customer is ________ when she or he switches to a different line perceive it to be moving faster.

jockeying

One advantage of the multiple queue compared to a single queue is that multiple queues

lead to a perceived shorter wait time.

Little's Law states that a relationship exists between

line length and waiting time.

The purpose of differential pricing is to:

make off-peak usage attractive.

Queuing models can help explain all but one of the following:

mean arrival rate.

The forecast horizon for regression methods is _________.

medium to long term.

A 5:00 p.m. pickup for FedEx was not workable in Spain owing to extended business hours. This is an example of cultural adoption under which of the following global service strategies:

multicountry expansion.

Which queue configuration permits opportunities for division of labor and service differentiation?

multiple queue

All of the following are forecasting models, except:

objective.

The calling population is termed finite when:

only a limited number of people may use the facility in any given period.

Long-term forecasts do not deal with predictions for:

overtime or temporary labor requirements.

A health club offering a reduced rate membership for students to workout before 4:00 p.m. on weekdays is:

promoting off-peak demand.

Bars that offer happy hours in the afternoon are using the strategy of:

promoting off-peak demand.

Inventory management costs include all but one of the following:

purchase.

In the long run, if service capacity is inadequate for the arrival rate, one of the following will likely occur:

reneging will occur.

Service level influences _______ and ________.

reorder point, safety stock

All of the following are benefits of a multisite type of expansion except:

retention of control.

In the design of an inventory system all but one of the following is considered:

safety stocks.

Pooling of servers results in reduced waiting time because:

servers are utilized better.

All but one of the following are advantages of using one large computer system to serve an entire university community:

short wait in queue.

Mayo Clinic is a service firm that would fall under which of the following categories:

single location, multiservice.

Which item below would not be a good candidate for a planned shortage model?

staple.

Regression models require all but one of the following:

subjective data.

The Delphi method is best used when forecasting:

technological change.

The accuracy of a time-series model is dependent upon:

the assumption that the future is a projection of the past.

Exponential smoothing uses a feedback control mechanism because:

the calculation contains the forecast error.

For the system to operate satisfactorily over the long run,

the capacity to serve must be greater than the average demand.

The following are all advantages of the single queue system, except:

the customer has the option of selecting a particular server of preference.

Service capacity decisions have all but one of the following strategic characteristics:

the decision to invest in capacity will attract competitors.

In general, for infinite queues, the expected number of people in the system is equal to:

the expected number in the queue plus the expected number in service.

The cost of service capacity is determined by

the number of servers on duty.

Which of the following is not a criterion for capacity planning?

the rate of departure

Subjective forecasting models are best characterized by:

the use of opinion as a basis for a forecast.

All but one of the following are characteristics of the moving-average model:

uses all past data in forecast.

Faced with variable demand and a perishable capacity, a service manager can smooth demand by:

using reservations and appointments.

Several approaches to demand management exist, but only _______ seeks to maximize revenue.

yield management