chapter 7

Buying food at a large food store with multiple checkout counters features which type of queuing system line structure? Single channel, single phase Single channel, multiphase Multichannel, single phase Multichannel, multiphase None of the above

Multichannel, single phase Multichannel, single phase. Tellers' windows in a bank and checkout counters in high-volume department stores exemplify this type of structure.

A constant arrival rate is more common in productive systems than a variable arrival rate.

FALSE In productive systems, the only arrivals that truly approach a constant interval period are those subject to machine control. Much more common are variable (random) arrival distributions.

The admissions system in a hospital for patients is an example of a single channel, single phase queuing system

FALSE Multichannel, multiphase. The admission of patients in a hospital follows this pattern because a specific sequence of steps is usually followed

The demand on a hospital's emergency medical services is considered a controllable arrival pattern of the calling population.

FALSE Some service demands are clearly uncontrollable such as emergency medical demands on a city's hospital facilities

The service-system design matrix identifies five alternative forms of service encounters.

FALSE The service-system design matrix in Exhibit 7.1 identifies six common alternatives

In a waiting line situation, multiple lines occur only when there are multiple servers.

FALSE The term multiple lines refers to the single lines that form in front of two or more servers or to single lines that converge at some central redistribution point.

Which of the following is an alternative possible service encounter included in the service-system design matrix? Face-to-face distance Internet Questionnaire response Automated teller (ATM) Response card encounter

Internet

n the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? Low sales opportunity Low production efficiency High production efficiency Low degree of customer/server contact None of the above

Low production efficiency

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? Single channel, single phase Single channel, multiphase Multichannel, single phase Multichannel, multiphase None of the above

Multichannel, single phase Multichannel, single phase. Tellers' windows in a bank and checkout counters in high-volume department stores exemplify this type of structure.

The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.

TRUE

A variable arrival rate is more common in waiting line management than a constant arrival rate.

TRUE In productive systems, the only arrivals that truly approach a constant interval period are those subject to machine control. Much more common are variable (random) arrival distributions.

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

TRUE Poka-yokes (roughly translated from the Japanese as "avoid mistakes") are common in factories and consist of such things as fixtures to ensure that parts can be attached only in the right way, electronic switches that automatically shut off equipment if a mistake is made, kitting of parts prior to assembly to make sure the right quantities are used, and checklists to ensure that the right sequence of steps is followed.

Which of the following is an example of a finite population in a queuing system? People waiting to place their order at a fast food restaurant The departmental faculty in line at the copy machine. People waiting in line at an ATM. Patients seeking help in a hospital emergency room Taxpayers calling for assistance from the IRS

The departmental faculty in line at the copy machine. A finite population refers to the limited-size customer pool that will use the service and, at times, form a line.

Which of the following are the three major components of a queuing system? The source population, how customers exit the system and the queuing discipline The number of servers, the service speed and the waiting line The source population, how the customer exits the system and the servicing system. The source population and the way customers arrive at the system, the serving systems, and how customers exit the system. The service speed, the queue discipline and the waiting line

The source population, how the customer exits the system and the servicing system. The queuing system consists essentially of three major components: (1) the source population and the way customers arrive at the system, (2) the servicing system, and (3) the condition of the customers exiting the system

Which of the following is a suggestion for managing queues that is mentioned in the textbook? Put up a serpentine lane to keep people from jumping ahead in line Use humor to defuse a potentially irritating situation Train your servers to be friendly Assure customers that the wait is fair and inform them of the queue discipline Tell people in the queue that each will be served as soon as possible

Train your servers to be friendly Useful suggestions for managing are the following: • Segment the customers. • Train your servers to be friendly. • Inform your customers of what to expect. • Try to divert the customer's attention when waiting. • Encourage customers to come during slack periods.

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? Single channel, single phase Single channel, multiphase Multichannel, single phase Multichannel, multiphase None of the above

Multichannel, single phase Multichannel, single phase. Tellers' windows in a bank and checkout counters in high-volume department stores exemplify this type of structure.

Which of the following is a suggestion for managing queues that is mentioned in the textbook? Put up a serpentine lane to keep people from jumping ahead in line Use humor to defuse a potentially irritating situation Segment the customers Assure customers that the wait is fair and inform them of the queue discipline Tell people in the queue that each will be served as soon as possible

Segment the customers Useful suggestions for managing are the following: • Segment the customers. • Train your servers to be friendly. • Inform your customers of what to expect. • Try to divert the customer's attention when waiting. • Encourage customers to come during slack periods.

Ideally in waiting line or queuing Analyze we want to balance the cost of service capacity with the cost of waiting.

TRUE

A tellers' window in a bank is an example of a single channel, multiphase queuing system.

FALSE A tellers' window in a bank is an example of a single channel, multiphase queuing system.

In a practical sense, an infinite queue is one that includes every possible member of the served population

FALSE An infinite population is large enough in relation to the service system so that the change in population size caused by subtractions or additions to the population does not significantly affect the system probabilities.