385 7
Poka yoke is roughly translated as quality management
FALSE
a service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system
FALSE
arrival characteristics in a queueing problem analysis include the length of the queue
FALSE
because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services
FALSE
gas stations loading docks parking lots have infinite potential length
FALSE
the demand of a hospitals emergency medical services is considered a controllable arrival pattern of the calling population
FALSE
the work process involved in providing the service must involve the physical presence of the customer in the system
FALSE
Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel
FALSE- difficult to separate
the service blueprint is a classification of services
FALSE- flowchart
when arrivals occur in a purely random fashion at a service facility, the distribution of th number
Poisson
Highest profit customer first is a queue discipline discussed in the textbook
TRUE
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
TRUE
a variable arrival rate is more common in waiting lines than constant
TRUE
ideally in waiting line or queuing analyze we want to balance the cost of service with waiting
TRUE
longest waiting time is in book
TRUE
poka yoke is translated as avoid mistakes
TRUE
poka yokes are procedures that block the inevitable mistake from becoming a service defect
TRUE
the central problem is virtually every waiting line situation is a trade off decision balancing the costs of adding services with the costs of waiting
TRUE
the demand on a hospital emergency medical services is an uncontrollable arrival pattern
TRUE
the service system design matrix identifies six forms of service encounters
TRUE
the term encounter is defined by Merriam webster as meeting in conflict or battle and is also used to designate meetings between consumers and service systems
TRUE
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
service system design matrix, production efficiency from a service encounter designed to be fast to face loose specs
low production efficiency
car wash is single channel multiples
true
