Chapter 7 POM MC

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

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

Mean time between arrivals = 1 / Arrival rate = 1 / 5 = 0.2 hours.

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

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

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

Segment the customers

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

Services cannot be inventoried

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

ws

Average waiting time in the system

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

Last in, first out

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

Train your servers to be friendly

λ

arrival rate

ls

average number of customers in system

lq

average number of customers in the waiting line

1/μ

average service time

wq

average time a customer spends waiting in line

1/λ

average time between arrivals

pn

probability of exactly n units in system

pw

probability of waiting in line

μ

service rate

utilization

ρ = λ/μ