Supply Chain Chapter 9 & 10 Review Question

Puts customers in charge

Which of the following is not a characteristic of a well-designed service system?

Increasing the processing rate

. An alternative strategy to increase the capacity of a service system is:

average waiting time

. Little's Law states that the number of people in a waiting line is the average customer arrival rate multiplied by the

the sum of customer waiting costs and capacity costs

. The goal of queuing analysis is to minimize:

. Task

. 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?

. Self-service approach

. Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

. Each element of service system is consistent with the operating focus of the firm.

. Which of the following is a characteristic of a well-designed service system?

size of potential calling population

A basic difference between infinite source and finite source queuing models is:

multiple channel, single phase

A customer enters a business and has the opportunity to select any one of three lines to receive service. The service is performed by one customer service representative after which the customer leaves the establishment. Which description of this waiting line system is appropriate?

single channel, multiple phase

A customer enters a business and joins the one line that snakes back and forth through the lobby in order to receive service. The initial part of the service is performed by one customer service representative, after which the customer enters a second, shorter line to complete the service before leaving the establishment. Which description of this waiting line system is appropriate?

decrease the average waiting time

A single channel queuing system has an average service time of 16 minutes per customer, which is exponentially distributed. The manager is thinking of converting to a system with a constant service time of 16 minutes. The arrival rate will remain the same. The effect will be to:

Customers move through the system more slowly because utilization is increased.

As the ratio of arrival rate to service rate is increased, which of the following is likely?

Poisson distribution

Customer arrivals at a dry cleaning service occur randomly throughout the day. the distribution that is usually used to model the interval between arrivals is the:

. Low production efficiency

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

Services cannot be inventoried.

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

The service package is the major output of the development process.

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

. The customer controls the process

Which of the following is not an element of a good service guarantee?

average serving time

Which of the following is not generally considered as a measure of system performance in a queuing analysis?

Production-line approach

Which of the following is one of the three contrasting approaches to delivering on-site service?

Self-service approach

Which of the following is one of the three contrasting approaches to delivering on-site service?

Customer contact

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

Service operations can be protected by patents; manufacturing operations cannot.

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

average number of customers waiting in line

Which one of the following measures of system performance is a key measure?

variability in arrival and service rates

Why is there waiting in an infinite source queuing system?