Supply chapter Service processes chapter 7
Best customer last is a queue discipline discussed in the textbook.
1. True 2. FALSE
Customer contact refers to creation of the service.
1. True 2. FALSE
Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.
1. True 2. FALSE
In getting your first driver's license, several steps had to be taken. First, you took the written test. Then you took the driving test. Then your photograph was taken and the license made. What was the queuing system line structure in the Department of Motor Vehicles?______________________________________
Single channel, multiphase
A single toll booth on a one-lane bridge is which type of queuing system line structure?____________________________
Single channel, single phase
Getting a flu shot from the one campus nurse that is on duty might involve standing in which type of queuing line structure? ___________________________________
Single channel, single phase
The work process involved in providing the service involves the physical presence of the customer in the system.
1. True 2. FALSE
In a practical sense, a finite line is one that is potentially very long in terms of the capacity of the serving system.
1. True 2. FALSE
In a virtual service operations management's only challenge is to keep the technology functioning and up to date.
1. True 2. FALSE
In service blueprinting the line of visibility refers to things that the service process designer did not foresee when conceiving the process.
1. True 2. FALSE
The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.
1. True 2. FALSE
The customer arrivals in a queuing system come almost exclusively from finite populations.
1. True 2. FALSE
The customer arrivals in a queuing system come almost exclusively from infinite populations.
1. True 2. FALSE
The demand on a hospital's emergency medical services is considered a controllable arrival pattern of the calling population.
1. True 2. FALSE
The service-system design matrix identifies seven different degrees of customer/service contact.
1. True 2. FALSE
The term "queue discipline" involves the art of controlling unruly customers who have become irritated by waiting.
1. True 2. FALSE
A central problem in many service settings is the management of waiting time—the trade-off decision balancing the costs of additional service channels against the costs of waiting.
1.TRUE 2.False
A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. An analyst wanting to know whether to add a fourth operator or downsize to two operators would be helped by using queuing theory.
1.TRUE 2.False
A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. An analyst who wanted to know how much production was being lost by machines waiting for service could use queuing theory to find out.
1.TRUE 2.False
In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?" ______________________
Low production efficiency
Buying items at a department store where there are a large number of checkout counters features which type of queuing system line structure? _____________________
Multichannel, single phase
Joining a line at an airport shoeshine stand where there are five people shining shoes puts you in which type of queuing system line structure? ______________________
Multichannel, single phase
A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.
1. True 2. FALSE
A constant arrival rate is more common in waiting line management than a variable arrival rate.
1. True 2. FALSE
A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities.
1. True 2. FALSE
A tellers' window in a bank is an example of a single channel, multiphase queuing system.
1. True 2. FALSE
Arrival characteristics in a queuing problem include the length of the queue.
1. True 2. FALSE
A car wash is an example of a single channel, multiphase queuing system.
1.TRUE 2.False
A procedure that keeps a mistake from happening in a service operations is called what? ____________________________
A poka-yoke
Which of the following are alternative possible degrees of customer contact included in the Service-System Design Matrix? A. Creation of the service B. Customer contact C. Intermittent production D. Continuous production E. None of the above
B. Customer contact
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 the above
B. Customer contact
Which of the following is a degree of customer/server contact 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
A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. When an operator is absent, the amount of production being lost by machines waiting for service increases. The analyst can use queuing theory to determine whether to pay overtime to an operator from a different shift or not.
1.TRUE 2.False
A variable arrival rate is more common in waiting line management than a constant arrival rate.
1.TRUE 2.False
An important aspect of service products is that they can not be inventoried.
1.TRUE 2.False
An infinite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities.
1.TRUE 2.False
An internet company that facilitates customers contact with each other is a kind of virtual service.
1.TRUE 2.False
Highest-profit customer first is a queue discipline mentioned in the textbook.
1.TRUE 2.False
Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.
1.TRUE 2.False
In a virtual service operations management is challenged to provide a policing function through monitoring customer encounters.
1.TRUE 2.False
In a waiting line situation, multiple lines occur only when there are multiple servers.
1.TRUE 2.False
In service blueprinting poka-yokes are procedures that block mistakes from becoming service defects.
1.TRUE 2.False
Longest waiting time in line is a queue discipline mentioned in the textbook.
1.TRUE 2.False
The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.
1.TRUE 2.False
The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population.
1.TRUE 2.False
The line of visibility in service blueprinting distinguishes between those activities that the customer sees presence and those the customer does not see.
1.TRUE 2.False
The standard tool for process design, whether in services or manufacturing, is the flow chart.
1.TRUE 2.False
There are different queuing models to fit different queuing situations.
1.TRUE 2.False
Which of the following are alternative possible degrees of customer contact included in the Service-System Design Matrix? A. Mail B. Warranty C. Sales call D. Field service E. None of the above
A. Mail
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 the above
A. Single channel, single phase
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 the above
A. Single channel, single phase
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 the above
A. Single channel, single phase
Standing in line to buy a ticket for a movie where there is only one window 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 the above
A. Single channel, single phase
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
In finite queuing theory, the average number in the waiting line divided by the average arrival rate yields what measure of waiting line performance?
Average waiting time
Which of the following is an example of a finite population in a queuing system? A. People waiting to purchase fuel at a service station B. Machines which have randomly spaced service requirements C. People waiting in line at a tellers' window in a bank D. Patients seeking help from a doctor in a private practice E. Taxpayers calling the IRS for assistance
B. Machines which have randomly spaced service requirements
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 the above
B. Single channel, multiphase
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? A. 2 hours B. 1 hour C. 0.5 hours D. 0.25 hours E. None of the above
C. 0.5 hours
If the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals? A. 28 minutes B. 20 minutes C. 12 minutes D. 6 minutes E. None of the above
C. 12 minutes
An example of a virtual service is which of the following? A. A pizza delivery service B. Purchasing a flower arrangement over the internet C. An on-line dating service D. Ordering a specially-configured computer on-line E. None of the above
C. An on-line dating service
Which of the following queue discipline is mentioned in the textbook? A. First in, first out B. Garner-Whitten formula C. Soonest promise date D. Patient customers last E. Anxious customers first
C. Soonest promise date
A service blueprint is not which of the following? A. A standard tool for service process design B. A process flowchart C. A diagram that distinguishes between different levels of customer contact D. A service encounter that conforms to specifications E. A tool that enumerates all the steps in a service process
D. A service encounter that conforms to specifications
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 the above
D. High production efficiency
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 the above
D. High production efficiency
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. Low production efficiency D. Low sales opportunity E. None of the above
D. Low sales opportunity
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. Low production efficiency D. Low sales opportunity E. None of the above
D. Low sales opportunity
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 are serviced 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? A. 12 minutes B. 6 minutes C. 2 minutes D. 1 minutes E. Can not be determined
E. Can not be determined
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 the slack periods D. Train your people 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
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 the slack periods D. Train your people 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
Which of the following are not examples of poka-yokes described in the text? A. Height bars at amusement parks B. Chains to configure waiting lines C. Take-a-number systems D. Mirrors on telephones E. Tear-out cards in magazines
E. Tear-out cards in magazines
When arrivals occur in a purely random fashion at a service facility, what kind of distribution does a plot of inter-arrival times yield? __________________
Exponential
When arrivals occur in a purely random fashion at a service facility, the distribution of the number of arrivals per unit of time forms which kind of distribution? _____________
Poisson
In a virtual service what kind of customer contact enables customers to interact with one another in an open environment? ____________________________
Pure virtual customer contact
In finite queuing theory, the average waiting time in line is denoted by what symbol? _________________
Wq
Which of the following is a degree of customer/server contact 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
Which of the following is not a queue discipline mentioned 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
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 the above
B. Low production efficiency
Which of the following is not a suggestion for managing queues presented in the textbook? A. Train your servers to be friendly B. Try to divert your customer's attention when waiting 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
Which of the following is not a suggestion for managing queues presented in the textbook? A. Train your servers to be friendly B. Try to divert your customer's attention when waiting 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
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 the above
C. Multichannel, single phase
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 the above
C. Multichannel, single phase
Machine breakdown and repair in a twelve machine factory having three repair mechanics 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 the above
C. Multichannel, single phase
Standing in line to buy tickets for a basketball game where there are multiple windows to buy tickets involves which type of queuing system Line Structure? ______________________________________
Multichannel, single phase
How are poka-yokes used differently in services than in manufacturing? ____________________________
They are applied to the actions of the customer
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 the above
B. 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? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of the above
B. Low production efficiency
Which of the following are the two major components of a queuing system? A. The source population and the queuing discipline B. The number of servers and the waiting line C. The source population and the condition of the customer exiting the system D. The queue discipline and the waiting line E. The service speed and the waiting line
B. The number of servers and the waiting line
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
In a practical sense, an infinite queue is one that includes every possible member of the served population.
1. True 2. FALSE
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 the above
B. Low production efficiency
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