Operation/Production MNGT CH. 7

Which of the following refers to the physical presence of the customer in a service system?

Customer contact

Which of the following is not a queue discipline discussed in the textbook?

Last in, first out

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

Low production efficiency

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?

Single channel, multiphase

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

Single channel, single phase

The service blueprint makes a distinction between:

High and low customer contact aspects of the service

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

Services cannot be inventoried

In essence, a queuing system includes several major components. Which of the following is not one of them?

The queue discipline

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

Train your servers to be friendly

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?

Single channel, single phase

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?

0.5 hours

Every service has a service package, which is defined as a bundle of goods and services provided in some environment. The service package consists of five features. Which of the following is not one of these features?

Facilitating services

In the service-system design matrix, an internet and on-site technology service encounter is expected to have which of the following?

High production efficiency

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

Internet

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

Low production efficiency

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

Low sales opportunity

Which of the following are alternative possible service encounters included in the Service-System Design Matrix?

Mail contact

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, single phase

Which following queue discipline is discussed in the textbook?

Emergencies first

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?

0.2 Hours

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

Physician practice

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

Segment the customers

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?

Task

Which of the following is an example of a finite population in a queuing system?

The departmental faculty in line at the copy machine

The "line of visibility" is a feature of:

The service blueprint

Which of the following are the three major components of a queuing system?

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

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

Train your servers to be friendly

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?

Treatment

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

Determine an acceptable waiting time for your customers

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

Buying food at a large food store with multiple checkout counters features which type of queuing system line structure?

Multichannel, 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 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?

None of the above

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?

Multichannel, single phase

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

Single channel, single phase