Chapter 7 Master

productivity is defined as the ratio of

outputs to inputs

What type of arrival will wait as long as necessary until the service facility is ready to serve him or her?

patient

what type of arrival rate will wait as long as necessary until the service facility is ready to serve him or her

patient

When managing a line, a manager must consider the trade-off between:

the cost of providing more rapid service and the cost of waiting

When managing a line, a manager must consider the trade-off between

the cost of providing more rapid service and the cost of waiting.

which of the following is not a main factor to consider with waiting lines regarding line structure and service rate? the number of lines the line length the distribution utilized the queue discipline

the distribution utilized

in companies using fixed order quantity inventory systems, a consistent inventory levels is used as a trigger to order more product. this inventory level is called

reorder point

which tool involves assessing the probability or relative frequency of an event against the aggregate severity of the loss?

risk mapping

The number of customers a server can handle during a given time period is known as the ____ rate.

service

A _____ ____ is a flowchart used to emphasize the importance of service process design.

service blueprint

A ________ ________ is a flowchart used to emphasize the importance of service process design.

service blueprint

A flowchart of a service process, emphasizing what is visible and what is not visible to the customer is known as a

service blueprint

a flowchart used to emphasize the importance of service process design.

service blueprint

The dominant issue in service design is

service capacity

A bundle of goods and services provided by a firm is called a

service package

Infinite Queuing Notation: Models 1-3 μ

service rate

which of the following terms describes the number of customers that can be handled during a given time period?

service rate

the_____ are individuals or organizations that legally own one or more shares of stock in the company

shareholders

The drive-through at the local fast food chain where there is one station to place your order, and then you pay at the first window and pick up your food at another window is an example of what type of queue structure?

single channel, multiphase

A system with one server and one line leading to that server is described as a Multiple choice question. multiple line system. short line system. single line system.

single line system

How many common service configurations are shown in the service-system design matrix?

six

The group of potential customers for a queuing system is known as the _____ population.

source

Which of the following processes involves the selection of suppliers?

sourcing

which of the following describes the step where parts are procured from one or more suppliers?

sourcing

When a company seeks to match the benefits of a successful position and maintain their current position in the marketplace it is attempting an_________ approach

straddling

Is the classification of poka-yokes, the "Three Ts" refer to

task, treatment, tangible

which of the following is NOT a major activity of a typical strategic planning process? translate the strategy implement the strategy develop the strategy plan operations and supply

implement the strategy

When two or more servers each have a line in front of their station, the system is described as having ________ lines.

multiple

Infinite Queuing Notation: Models 1-3 S =

number o identical service channels

Infinite Queuing Notation: Models 1-3 n =

number of units in the system

How is service rate generally specified?

number of units per time period

a fixed order quantity model is also called a _______ check all that apply EOQ Q model P model Economic order quantity fixed order period model

EOQ Q model Economic Order quantity

Which of the following examples is an uncontrollable arrival rate at a service?

Emergency medical demand at an ER

Which distribution is used to approximate random service times?

Exponential

Which of the following distinguishes one service system from another?

Extent of customer contact

T/F There is no difference in solutions for queues with infinite arrivals and one with finite arrivals

False

T/F: Information regarding a waiting line on an assembly line can be solved mathematically.

False

True or False: There is no difference in analysis for queues with infinite arrivals and one with finite arrivals.

False

True or False: information regarding a waiting line on an assembly can be solved mathematically.

False

T/F A large party of 10 at a restaurant is an example of a single arrival size.

False Each one must be waited on individually so this is a batch arrival.

T/F The choice of line format depends only on the volume of customers served.

False Line structure depends on the volume of customers and associated restrictions with the provided service.

True or False: A large party of 10 at a restaurant is an example of a single arrival rate.

False, this is a batch arrival because this is multiple units rather than a single unit.

In a service system, arrivals can be drawn from what types of populations?

Finite Infinite

Arrival patterns are controllable in the following situations except?

Fire department

Which symbol is used to represent the number of servers in Model 3, multichannel system, calculations? Multiple choice question. S W L λ

S

the number of customers a server can handle during a given time period is known as the _______ rate.

Service

Identify the two terms that describe marketing-oriented dimensions that are key to competitive success (check all that apply) order straddling order winner order strategy order qualifier

order winner order qualifier

When structuring the service encounter, the service-system design matrix uses which of the following to determine the degree of customer service contact?

-Permeable system -Buffered Core -Reactive system

the type of service where companies enable customers to interact with one another is an open environment i known as - pure virtual customer contact - mixed virtual customer contact - open virtual customer contact - actual virtual customer contact

A) pure virtual customer contact

the dominant issue in service design is - service capacity - service culture - service variability - service response

A) service capacity

When a customer decides to leave the line after being in it for a while describes what term?

Reneging

the higher the variable cost, the _____ the break-even volume

higher

Waiting lines are a factor that can be controlled by

• Managing service rates • Managing arrival rates

Which of the following could be considered examples of polka-yokes? - Designing connectors with a shape that only allows joining in the correct configuration. - Designing a product to use a less-expensive component - Using advertising to convince customers that a firm is trustworthy - Color coding parts to prevent assembly errors.

- Designing connectors with a shape that only allows joining in the correct configuration. - Color coding parts to prevent assembly errors.

Which of the following examples is an uncontrollable arrival rate at a service? - Department store sale in the off-season - Off-season rates offered by an airline - A barber charging more for Saturday service - Emergency medical demand at an ER

- Emergency medical demand at an ER

For a queuing system with a single channel, single phase, and exponential service time distribution, which waiting line model is appropriate? - Any model is appropriate - Model 2 - Model 1 -Model 3

- Model 1

Which of the following is not a channel structure in queue structures? - Single - Multichannel - mixed -multiphase

- Multiphase

Which distribution is obtained by finding the probability of exactly n arrivals during a time period T? - Exponential - Poisson - Uniform - Logarithmic

- Poisson

What is the term that refers to a process where customers wait in line for service? - Balking - Line management - Line analysis - Queuing system

- Queuing system

Which of the following are features of a service package? - Supporting facility - Pricing options - Information - Facilitating goods

- Supporting facility - Information - Facilitating goods

When a customer exits the queue, the customer may return to the source population to be served again or what? - The customer becomes a server. - There is a low chance of reservice. - The customer returns to the end of the line. - The customer files a complaint.

- There is a low chance of reservice.

The term that refers to the physical presence of the customer in the system is known as - customer service - customer contact - customer variability - customer satisfaction

- customer contact

Using the "quick and dirty" mathematical approximation to the queuing models, what information irs required?

- data on service times - standard deviation of service times - data on time between arrivals - standard deviation of interarrival times

Waiting lines are a factor that can be controlled by - monitoring competitors - managing service rates - managing arrival rates

- managing service rates - managing arrival rates

When you enter a bank, there are separate line for banking transactions an meeting with a bank officer. This is an example of which technique for managing queues? - Segment the customers - train your servers to be friendly - divert the customer's attention when waiting - inform customers of what to expect

- segment the customers

The queuing system consists essentially of three major components. What are they?

- the condition of the customers on exit - the servicing system - the source population and how it arrives

Which of hte following is not a main factor to consider with waiting lines regarding line structure and service rate? - the queue discipline - the distribution utilized - the number of lines - the line length

- the distribution utilized

what does n reference in the Poisson distribution? - the time period - the number of arrivals - the number of customers leaving the system - the mean number of arrivals per period

- the number of arrivals

The queuing system consists primarily of what?

- the waiting line - number of available servers

How can the waiting line be controlled on the server side?

- use a different layout - using faster servers - use faster setup - having the server use faster (or slower) machines

Which of the following are classifications of poka-yokes? - visual contact methods - warning methods - physical contact methods - approximate methods

- visual contact methods - warning methods - physical contact methods

Which distribution is used to approximate random service times? - Exponential - Poisson - Logarithmic - Uniform

-Exponential

In a service system, arrivals can be drawn from what types of populations? - Infinite - Finite - Unknown - Homogenous

-Infinite -Finite

Which of the following are characteristics of a service process?

-Service companies must expand rapidly to prevent copying by competitors. -A service process involves some interaction with the customer. -The output is intangible.

The size of arrivals can be described in what two terms? - Single and Batch - Patient and Batch - Single and Group - Patient and Group

-Single and Batch

Which of the following are main factors to consider with waiting lines regarding line structure and service rate?

-The line length -number of lines -the queue discipline

Which of the following are major components of a queuing system?

-The servicing system -The source population -The condition of customers exiting the system

When customers leave the service system, which of the following exit fates are considered in queuing system analysis? -There may be a low probability that the customer will require service again. - The customer may utilize service time to ask questions. - The customer may perform the service for other customers waiting in line. - The customer may return to the source population.

-There may be a low probability that the customer will require service again. -The customer may return to the source population.

Waiting lines are a factor that can be controlled by

-managing arrival rates. -managing service rates.

Which of the following are strategic uses of the service-system matrix?

-service delivery options -competitive advantage -integrating operations and marketing

How many common service configurations are shown in the service-system design matrix?

6

For utilization, what is a reasonable target?

70-80%

This is a simulation add-in program that works with Microsoft Excel.

@RISK

Exponential distribution

A probability distribution associated with the time between arrivals.

Queuing system

A process where customers wait in line for service.

Which of the following are characteristics of a service process? - A service process involves some interaction with the customer - the output is intangible - the output can be stored for future use - service companies must expand rapidly to prevent copying by competitors

A, B, D

The tripe bottom line is economic prosperity, environmental stewardship, and social responsibility. Modern companies need to focus on which aspect of the triple bottom line? social and economic social and environmental economic and environmental all of them

All of Them

When using the exponential distribution as an approximation of the service times, we will refer to μ as what?

Average number of units that can be served per time period

The type of service where customers interact with one another in a server-moderated environment is known as: - open virtual customer contact - mixed virtual customer contact - solo virtual customer contact - pure virtual customer contact

B) mixed virtual customer contact

________ arrivals never join the waiting line, _______ arrivals join the waiting line, but leave before entering a service.

Balking, reneging

___ arrivals never join the waiting line. ____ arrivals join the waiting line but leave before entering service.

Balking; Reneging

Which of the following is not an example of a limited line capacity?

Bridge toll booth

In the service-system matrix, which of the following has the lowest sales opportunity, but offers the highest level of efficiency?

Buffered core

How many common service configurations are shown in the service-system design matrix? - 5 - 8 - 6 - 7

C) 6

What type of arrivals occur when customers arrive with exactly the same time between successive arrivals?

Constant

Which of the following is NOT a step in the risk management process? Assess the potential impact of the risk Create an activity-system map Develop plans to mitigate risk Identify sources of potential disruptions

Create an activity-system map

Which of the following is not a strategic use of the service-system matrix?

Determining worker skills

How many elements must a population have before it can be defined as infinite?

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

In the service-system design matrix, as the degree of customer contact increases, the production efficiency tends to become

LOWER

Which Greek symbol is used to represent the arrival rate in an infinite queuing model?

Lamda

In infinite queue models, the average number of customers waiting in line is represented by what symbol/variable?

Lq

Model 1 Formulas

Lq = λ^2/μ(μ-λ) Ls = λ/μ-λ Wq = Lq/λ Ws = Ls/λ Pn = (1-λ/μ)(λ/μ)^n P0 = (1-λ/μ)

The issue of balancing the level of finished inventory against the level of service to the customer occurs in which type of firm?

Make-to-stock

For a queuing system with a single channel, a single phase, and with an exponential service time distribution, which waiting line model is appropriate?

Model 1 - Simple system

For a queuing system with a single channel, single phase and constant service time distribution, which waiting line model is appropriate?

Model 2

For a queuing system with multiple channels, a single phase, and with an exponential service time distribution, which waiting line model is appropriate?

Model 3 - Multichannel system

In model 3, the probability a customer will have to wait in line is represented by what symbol / variable?

P subscript W

This distribution can be derived from the exponential distribution.

Poisson

When the arrival process is random during some period T, what distribution should be used?

Poisson

When the arrival process is random during some time period T, what distribution should be used?

Poisson

Which distribution is obtained by finding the probability of exactly n arrivals during T?

Poisson

The mean of the ______ distribution is n and the mean of the ______ distribution is 1/n

Poisson, exponential

Poisson distribution

Probability distribution for the number of arrivals during each time period.

In addition to line length and number of lines, _________ discipline is a key factor in waiting time analysis.

Queue

What term describes a priority rule or set of rules for determining the order of service to customers waiting in line?

Queue discripline

What is the term that refers to a process where customers wait in line for service?

Queueing system

The size of arrivals can be described in what two terms?

Single and Batch

The drive-through at the local fast food chain where there is one station to place your order, and then you pay at the first window and pick up your food at another window is an example of what type of queue structure?

Single channel, multiphase

which of the following are NOT outputs of the initiatives phase of formulating an operations and supply chain strategy? Specific project plan customer preferences product/platform changes

Specific project plan customer preferences

In the classification of poka-yokes, the "Three T's" refer to ____, _________, ________

Task, Treatment, Tangible

Which of the following is not a major component of a queuing system?

The distraction technique selected

Which of the following is NOT a main factor to consider with waiting lines regarding line structure and service rate?

The distribution utilized

Which of the following is not a main factor to consider with waiting lines regarding line structure and service rate?

The distribution utilized

Arrival rate

The expected number of customers that arrive each period.

What does "n" reference in the Poisson distribution?

The number of arrivals

Service rate

The number of customers a server can handle during a given time period.

The group of potential customers for a queuing system is known as

The source population

T/F Driving to work is an example of a queue.

True

T/F The exponential distribution can be derived from the Poisson distribution

True

T/F: In services, the process and the product must be designed simultaneously

True

T/F: The output of a service process in intangible.

True

T/F: the cost trade-off decision in the management of queues is often straightforward.

True

True or False: Operations effectiveness is related directly to the costs of doing business

True

True or False: The addition or subtraction of a member of the population in a finite population affects the system probabilities.

True

True or False: The exponential distribution can be derived from the Poisson distribution.

True

true or false: The exponential distribution can be derived from the Poisson distribution

True

true or false: many product offerings are a combination of goods and services

True

Providing customers with a pre-show when they are waiting in line for an amusement park ride is an example of which technique to manage queues?

Trying to divert customer's attention when waiting

Providing customers with a free show when they are waiting in line for an amusement park ride is an example of which technique to manage queues?

Trying to divert the customer's attention when waiting.

Once a customer is served, how many fates are possible?

Two

What happens when a series of services is performed in sequence where the output rate of one becomes the input rate of the next?

We can no longer use the simple formulas given in the textbook.

When classifying services they can be grouped by?

Who the customer is and the service being provided.

In Model 2, a constant service time system, the average time customers spend waiting in line is calculated as? Multiple choice question. Wq=Lqλ Wq=Lqμ Wq=Lsμ Wq=Lsλ

Wq=Lq/λ

The average total time in the system (including time to be served) is calculated using which of the following in Model 2, constant service time system, equations? Multiple choice question. Wq=LsλLsλ Ls=Lq + LqλLqλ Lq=Ls + LsλLsλ Ws=Lsλ

Ws=Ls/λ

Which of the following is an example of a goods producing business? The IT department of a large university a hospital a car manufacturer a call center an automobile manufacturer

a car manufacturer an automobile manufacturer

which of the following is not a strategy associated with operational effectiveness? quality assurance hiring more employees process redesign technology investments

hiring more employees

what is the relationship between response to customer demand and inventory investment?

a quicker response comes at the expense of greater inventory investment

A tool that shows how a company's strategy is delivered through a set of tailored activities is called

activity-system map

Infinite Queuing Notation: Models 1-3 λ

arrival rate

What term describes the expected number of customers that arrive each period?

arrival rate

what term describes the expected number of customers that arrive each period?

arrival rate

In the exponential distribution, lambda represents the mean number of _____ per time period?

arrivals

In the exponential distribution, lamda represents the mean number of _____ per time period.

arrivals

in the exponential distribution, lambda represents the mean number of _____ per time period

arrivals

Which of the following is NOT a reason to use inventory as a safeguard against raw material delivery time variation? normal variation in shipping time as a supplement to vendor-managed inventory programs an unexpected strike at a vendor's plant shortage of material at the vendor's plant

as a supplement to vendor-managed inventory programs

Firms that combine a number of preassembled modules to meet a customer's specifications

assemble-to-order

Infinite Queuing Notation: Models 1-3 Ls =

average number in system (including any being served)

Infinite Queuing Notation: Models 1-3 Lq =

average number waiting in line

Infinite Queuing Notation: Models 1-3 1/μ

average service time

Infinite Queuing Notation: Models 1-3 1/λ=

average time between arrivals

Infinite Queuing Notation: Models 1-3 Wq =

average time waiting in line

Infinite Queuing Notation: Models 1-3 Ws =

average total time in system (including time to be served)

what term describes the following scenario: a guest at an amusement park sees that the wait for the new roller coaster is one hour and decided to go on another ride

balking

a standard approach to choosing among alternative processes or equipment that uses fixed cost, variable costs, and revenues is known as

break-even analysis

which of the following is not an example of a limited line capacity? loading dock parking lot gas station bridge toll booth

bridge toll booth

Unlike designing a product to sell, services

cannot be patented.

which of the following goods would a continuous process be used?

chemicals

When the degree of customer contact is low, workers rely more heavily on

clerical skills.

When the degree of customer contact is high ,the focus on service operations is on ______ mix.

client

When the degree of customer contact is high, the focus of service operations is on ____ mix.

client

which of the following is/are manufacturing inventory items

component parts in manufacturing work in process finished products

Complex waiting lines that cannot be analyzed with simple formulas can often be addressed through ____ simulation.

computer

Complex waiting lines that cannot be analyzed with simple formulas can often be addressed through _________ simulation.

computer

what type of arrivals occur when customers arrive with exactly the same time between successive arrivals?

constant

where does an automobile manufacturer fall on the goods-service continuum?

core goods

which of the following is not required to make a good? decoupling sourcing delivering

decoupling

The entries within the service-system matrix list the ways in which a service can be

delivered

The entries within the service-system matrix list the ways in which a service can be _________

delivered

The entries within the service-system matrix list the ways which a service can be

delivered

when the number of needed items are computer-based on the number of higher-level items produced, one is operating an ______demand environment

dependent

Which of the following affect safety stock levels in a fixed order quantity model? check all that apply desired service level standard deviation of usage during lead time lead time in days reorder points in units

desired service level standard deviation of usage during lead time

Which of the following is not a strategic use of the service-system matrix? - determining worker skills - service delivery options - competitive advantage - integrating operations and marketing

determining worker skills

A high degree of technology and total face-to-face customization requires workers to use more

diagnostic skills

Consider a simulation of customers arriving at a bank teller's window. What type of simulation would this be?

discrete

What type of model is based only at specific points in time?

discrete

____inventory includes in transit items or at a warehouse ready for shipment to a customer

distribution

which of the following is not a way to manage queues: don't give customers information about what to expect segment customers train your servers to be friendly try to divert customers attention when waiting

don't give customers information about what to expect

When two or more servers each have a line in front of their station, the system is described as having ____ lines.

multiple

Useful suggestions for managing queues based on research in the banking industry are which of the following? use loud colors to distract the customer from the wait encourage customers to come during slack periods inform your customers of what to expect segment the customers train your servers to be friendly try to shift customers to online banking try to divert the customer's attention

encourage the customers to come during slack periods inform your customers of what to expect segment the customers train your servers to be friendly try to divert the customers attention

In a queueing system, it is important to understand the condition of customers as they ___ the system because they may or may not rejoin the source population.

exit

In a queuing system, it is important to understand the condition of customers as they ____ the system because they may not rejoin the source population.

exit

In a queuing system, it is important to understand the condition of customers as they ____________ the system because they may or may not rejoin the source population.

exit

The ___ distribution is used to approximate random service times.

exponential

which distribution is used to approximate random service times?

exponential

The probability function is

f(t) = λe^(-λt) where λ is the mean number of arrivals per time period

True or false: The time customers spend waiting in line is not a factor that the firm can control.

false

True or false: all firms compete on the same dimensions

false

true or false: A large party of 10 at a restaurant is an example of a single arrival size

false

true or false: an operations and supply chain strategy is independent of the corporate strategy

false

true or false: inventory is not an issue for services because services do not carry inventory

false

true or false: the choice of line format depends only on the volume of customers served

false Line structure depends on the volume of customers and associated restrictions with the provided service.

which of the following is considered to be warehouse inventory? finished goods inventory in a distribution center inventory at a vendor's facility awaiting shipment raw materials inventory awaiting a machining operation work in process inventory

finished goods inventory in a distribution center

When a queue has a limited-size customer pool that will use the service, it has a(n) ____ population

finite

A _______ refers to the limited-size customer pool that will use the service and, at times, form a line

finite population

Arrivals at a service system may be drawn from a ______ or an _____ population

finite; infinite

arrival patterns are controllable in the following situations except? fire department grocery store department store bakery

fire department

which model is more likely to have a stock out? fixed time period fixed order quantity system

fixed time period

the higher the fixed cost the ____the break even volume

higher

straddling occurs when a company seeks to match the benefits of a successful position while maintaining its existing position. Which of the following is NOT something a firm may try when using the straddling approach? add new services add new features increase prices add technology

increase prices

Cambell's soup makes product for kroger and other grocery stores based on sales to the final consumer. The inventory management environment is characterized as ______demand

independent

When dealing with customer arrivals, a(n) _____ population at large is enough that additions or subtractions of customers does not significantly affect the system probabilities.

infinite

When the customer pool is large enough that adding or removing customers who receive service does not affect system probabilities, the population is defined as ________

infinite

when dealing with customer arrivals, a(n)______ population is large enough that additions or subtractions of customers does not significantly affect the systems probabilities

infinite

What two terms are utilized to describe line length?

infinite and limited

An _______ is large enough in relation to the service system so that the population size caused by subtractions or additions to the population (a customer needing service or a serviced customer returning to the population) does not significantly affect the system probabilities

infinite population

Useful suggestions for managing queues based on research in the banking industry are which of the following? Check all the apply inform your customers of what to expect try to divert the customer's attention train your servers to be friendly try to shift customers to online banking segment the customers use loud colors to distract the customers from the wait encourage customers to come during slack periods

inform your customers of what to expect try to divert the customer's attention train your servers to be friendly segment the customers encourage customers to come during slack periods

a process that cannot be weighed or measured is known as

intangible

the stock of any item or resource used in an organization is called?

inventory

what does selection of decoupling points determine? select all that apply final quality of the product inventory investment customer lead times production lead times

inventory investment customer lead times

a key financial ratio directly tied to inventory is called

inventory turns

how many elements must a population have before it can be defined as infinite?

it depends

Time between placing an order and receiving the order is called

lead time

On a service blueprint, the line that shows the distinction between the high customer aspects of the service and those activities that the customer does not see is known as the

line of visibility

When a service system has a ___ degree of customer contact, customers have little impact on the nature of the service.

low

When a service system has a ____ degree of customer contact, customers have little impact on the nature of the service.

low

the higher the per unit revenue the ____the break even volume

lower

firms that make the customer's product from raw materials, parts, and components are called

make-to-order

firms that service customers from finished goods inventory are known as

make-to-stock firms

A pure platform business creates value by

managing transactions between customers and providers

According to the inventory control system matrix, independent demand with HIGH transaction costs, it is likely to deploy what type of inventory control process?

manual two-bin

work-in-process is considered ____inventory

manufacturing

when calculating productivity, if you compare the output to a group of inputs (but not all inputs), you are conducting which type of productivity measure

multi factor measure

Looking at the service encounter from the Chase and Dasu perspective has led to which of the following behaviorally based principles for service encounter design and management. Check all that apply the front end and the back end of the encounter are created equal pay attention to norms and rituals people are easier to blame than systems let the punishment fit the crime in service recovery be sure to control the process segment the pleasure; combine the pain

pay attention to norms and rituals people are easier to blame than systems let the punishment fit the crime in service recovery segment the pleasure, combine the pain

The arrival rate is the expected number of customers that arrive each ____.

period

The arrival rate is the expected number of customers that arrive each ______

period

fixed time_____ models tend to have greater safety stock than fixed-order quantity models because the inventory is not tracked as closely

period

Procedures that prevent mistakes from becoming service defects are known as

poka-yokes

safety stock inventory levels are determined by the _______of stock out at a given desired service level

probability

Infinite Queuing Notation: Models 1-3 Pn =

probability of exactly n units in system

Infinite Queuing Notation: Models 1-3 Pw =

probability of waiting in line

one or more activities that transform inputs into outputs is/are called what?

process

product-service bundling refers to a company building service activities into it product offerings for its customers. Which of these service activities would not be include in the product-service bundle? maintenance spare part provisioning training product design

product design

Which of the following approaches to delivering a service was made famous by McDonald's Corporation

product-line approach

where do food products fall on the goods-service continuum?

pure goods

Where does medical care fall on the goods-service continuum

pure services

The type of service where companies enable customers to interact with one another in an open environment is known as

pure virtual customer contact

many customers like self-service approach, what is the main reason?

puts them in control

In addition to line length and number of lines, _________ discipline is a key factor in waiting line analysis.

queue

what term describes a line of waiting persons, jobs, things, or the like?

queue

what is the term that refers to a process where customers wait in line for service

queuing system

Which of the following is not an example of the priority rule? random service best customers first reservations first first come first served

random service

Which of the following is not and example of a priority rule?

random service

Infinite Queuing Notation: Models 1-3 ρ =

ratio of total arrival rate to service rate for single server (λ/μ)

When a customer decides to leave the line after being in it for a while describes what term?

reneging

when a customer decides to leave the line after being in it for a while describes what term

reneging

Which of the following are the aspects of the service encounter that Chase and Dasu suggest applying behavioral concepts? select all that apply judging the cost of providing the service the flow of the service experience judging encounter performance the flow of time

the flow of the service experience judging encounter performance the flow of time

What does n reference in the Poisson distribution?

the number of arrivals

What is Q (opt)

the order quantity that minimizes total annual cost

When a queuing system is referred to as finite or infinite, to what is it referring

the population

The queuing system consists essentially of three primary components. What are they? check all that apply. the servicing system the condition of the customers on exit the source population and how it arrives if the waiting line is inside or outside

the servicing system the condition of the customers on exit the source population and how it arrives

The queuing system consists primarily of what? check all the apply. percentage of customers who balk the waiting line percentage of customers who renege number of available servers

the waiting line number of available servers

When a customer exits the queue, there is a chance that the customer may return to the source population to be served again or what?

there is a low chance of reservice

the term that defines when some activities are incompatible and that necessitates less of another activity is:

trade-off

which of the following is not a cost associated with inventory management? holding costs set up costs transportation costs shortage costs

transportation costs

True or False: A process is made up of one or more activities that transform inputs into outputs

true

True or False: Operations and supply chain management is focused on the systems that create and deliver an organization's products and services

true

true or false: an operations strategy must consider the risk in a supply chain

true

true or false: carrying finished goods inventory is more expensive than carrying raw material inventory

true

true or false: the Poisson distribution is a discrete distribution

true

true or false: the cost trade-off decision in the management of queues is often straight forward

true

true or false: the customer order decoupling point is where inventory is positioned in the supply chain

true

there are ___ dimensions depicted on a product-process matrix

two

Which of the following is not a way to control arrivals?

use a faster machine

which of the following is not a way to control arrivals? have short wait lines use a faster machine run a special establish specific hours for customers

use a faster machine

How can the waiting line be controlled on the server side? Check all that apply. use express or special purpose lines using faster servers use faster setup use a different layout having the server use faster (or slower) machines

using faster servers use faster setup use a different layout having the server use faster (or slower) machines

The most common arrival distribution observed in service systems in the ________ arrival distribution. - constant - frequent - timed - variable

variable

Which of the following terms describes the arrival rate that occurs when customers arrive at a non-constant rate?

variable

A ______ __________, business does not own inventory, they merely provide a means for connecting parties interested in conducting business.

web platform

Which of the following is a policy and control of an inventory system

when stock should be replenished

Which Greek symbol is used to represent the service rate in an infinite queuing model? Multiple choice question. 1/μ λ 1/λ μ

μ

Which of the following could be considered examples of poka-yokes?

• Color coding parts to prevent assembly errors • Designing connectors with a shape that only allows joining in the correct configuration

Which of the following are features of a service package?

• Facilitating goods • Information • Supporting facility

Which of the following are characteristics of a service process?

• Some companies must expand rapidly to prevent copying by competitors • The output is intangible • A service process involves some interaction with the customer

When customers leave the service system, which of the following exit fates are considered in queuing system analysis?

• There may be a low probability that the customer will require service again • The customer may return to the source population

Which of the following are classifications of poka-yokes?

• Visual contact methods • Physical contact methods • Warning methods