Buad 3020-004 CHP 7
10. Which 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 these
A. Emergencies first
20. 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 these
A. Mail contact
18. 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
13. 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 these
A. Single channel, single phase
16. 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 these
A. Single channel, single phase
17. 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 these
A. Single channel, single phase
3. 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
19. 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 these
B. Customer contact
21. 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
9. 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
22. 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 these
B. Low production efficiency
24. 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 these
B. Low production efficiency
14. 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 these
B. Single channel, multiphase
8. 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 copy machine. 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 copy machine.
6. 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
11. 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 these
C. Multichannel, single phase
12. 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 these
C. Multichannel, single phase
15. 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 these
C. Multichannel, single phase
7. 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 these
D. The queue discipline
2. 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 a slack period D. Train your servers 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
1. 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
4. 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 the servicing system.
5. 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 to be friendly
25. 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 these
D. High production efficiency
23. 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 these
D. Low sales opportunity
