Chapter 7 BA 339

Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.

False

In a practical sense, a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.

False

In a waiting line situation, multiple line occurs only when there are multiple servers

False

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

True

A car wash is an example of a single channel, multi phase queuing system.

True

A important aspect of service products is that they cannot be inventoried.

True

Customer contract refers to the creation of the service.

False

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

False

The term "queue discipline" involves the art of controlling surly and unruly customers who have become irritated by waiting.

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 operatore or downsize to two operations would be helped by using queuing theory analysis.

True

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

True

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals? A) 0.2 hours B) 0.1 hours C) 2.5 hours D) 5 hours E) None of these

A) 0.2 hours

In the service-system design matrix, a mall contact service encounter is expected to have which of the following? A) High sales opportunity B) Low sales opportunity C) High degree of customer/server contact D) High production efficiency E) None of these

B) Low sales opportunity

Which of the following are alternative possible service encounters included in the Service-System Design Matrix? A) Sales Call B) Mail Contract C) Field Service D) Warranty E) None of these

B) Mail Contact

Which of the following is an alternative possible service encounter included in the service-system design matrix? A) Response care encounter B) Questionnaire response C) Internet D) Face-to-face distance E) Automated Teller (ATM)

C) Internet

Getting an autograph from a famous person might involve standing in which type of queuing line structure? A) Single channel, multiphase B) Multichannel, multiphase C) Single Channel, single phase D) Multichannel, single phase E) None of these

C) Single Channel, 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) Multichannel, multiphase C) Single channel, multiphase D) Multichannel, single phase E) None of these

D) Multichannel, single phase

In essence, a queuing system includes several major components. Which of the following is not one of them? A) Source Population B) How the Customer exits the system C) Serving System D) The queue Discipline E) None of these

D) The queue disicple

Which of the following is not a suggestion for managing queues presented in the textbook? A) Encourage customers to come during slack periods B) Inform your customers C) Segment the customers D) Train your servers to be friendly E) Determine an acceptable waiting time for your customers

E) Determine an acceptable waiting time for your customers

Which of the following is not a queue discipline discussed in the textbook? A) First come, first served B) Limited needs C) Best customer first D) Shortest processing time E) Last in, First out

E) Last in, first out