142 E2

___ is not a strategy for reduction of customer induced variability.

Adapt to a customer's skill level

The A/B/C notation classifies queuing systems on the basis of:

Arrival rates, Service rates, and number of servers.

A good overbooking strategy should:

Balance the expected opportunity cost of idle service capacity and expected cost of turning away customers who have reservations

Which of the following strategies is inappropriate for managing capacity and demand?

Decrease customer participation in the service process.

A "moment of truth" need not happen at every customer contact.

FALSE

Because of the nontangible nature of a service, forecasting does not play as important a role in service operations as in manufacturing operations

FALSE

Differential pricing is an attempt to make peak usage unattractive by imposing a penalty on the customer for using the service during peak periods.

FALSE

For a system to reach steady-state the arrival rate must always be greater than service rate.

FALSE

Overbooking is a strategy that can be used to smooth demand.

FALSE

The term interarrival time refers to the time elapsed between initiation of service and its completion.

FALSE

The parking lot is a special variation of the ___ queuing model.

Finite-queue M/M/c

Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customers expectations (Gap1)?

Improved market research

Removing the kitchen from fast food outlets to a central location gives all of the following benefits except:

Make to order customization.

In forecasting, the term cycle refers to repetition of data:

Once in a period

William Deming's PDCA stand for

Plan, do, check, act

Which of the following is not an example of detection cost?

Rework

Excess capacity is required in a service system because variability and customer arrivals and service times create idle capacity.

TRUE

In the service quality gap model, GAP1 - The Market Research Gap, arises because of the management's lack of understanding about how customers formulate their perceptions of services received.

TRUE

One reason exponential smoothing is so popular is the ease with which it can be made to accommodate trend and seasonality and its forecast.

TRUE

The average time a customer should expect to wait can be calculated using just the mean arrival rate and the mean service rate.

TRUE

The work shift-scheduling problem is important in service organizations that face a cyclic demand for their services.

TRUE

When customer expectations are confirmed by perceptions, service quality is considered satisfactory.

TRUE

Yeild management is the process of allocating a fixed perishable resource to serveral market segments in the most profitable manner.

TRUE

When the number of arrivals per unit time follows a poisson distribution, the most important implication is that:

The time between arrivals is exponentially distributed.

Which of the following is not a characteristic of yield management:

There is one homogeneous customer class.

Hiring part-time workers is an approach in the Chase Demand Strategy

True

who contributed to creating PDCA principles

William deming

a walk through audit is not

a customer satisfaction survey

Which of the following is formal part of the anatomy of a queue system?

calling population

The critical fractile method is fundamentally based on the concept of

expected revenue on last unit stocked just exceeds the expected loss on the last sale

A franchise agreement allows multiple owners to sell the same product in the same market.

false

In queue system, when a customer reneges, he never enters the queue configuration.

false

In the level capacity strategy, you adjust capacity to meet demand

false

Maister's First Law of Service is that it's hard to play "catch-up ball." The first impression can influence the rest of the service experience.

false

Poka-yoke is a high cost quality control mechanism

false

To maximize leverage, highly skilled partners in professional firms should be used to staff procedural.

false

Which of following is benefit of outsourcing

focus on your company's core competencies

when a single service is delivered across multiple sites, it's called

focused network

which model represents the origin of service innovation

focused service

Disneyland and Mayo Clinic are good examples of what Global Service Strategy

importing customers

which chart is used for discrete data, such as number of defects or errors

p-chart

Which is not a dimension of Service quality?

price

A type 2 error occurs when

process is deemed working correctly, but it's actually out of control

which of the following are approaches for a level capacity strategy?

segment demand

A Type 1 error deems a process out of control, but it's actually performing correctly.

true

One approach to level capacity strategy is to promote off-peak demand through price incentives.

true

The arrival rate of customers is typically modeled using a Poisson Distribution.

true