Chapter 7 POM MC
In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?
Low production efficiency
For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?
Mean time between arrivals = 1 / Arrival rate = 1 / 5 = 0.2 hours.
Buying a ticket for a college football game where there are multiple windows to buy the ticket at features which type of queuing system line structure?
Multichannel, single phase
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?
Multichannel, single phase
Which of the following is a suggestion for managing queues that is mentioned in the textbook?
Segment the customers
Which of the following is a characteristic that can be used to guide the design of service systems?
Services cannot be inventoried
There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?
Task
ws
Average waiting time in the system
Which of the following is not a queue discipline discussed in the textbook?
Last in, first out
Which of the following is a suggestion for managing queues presented in the textbook?
Train your servers to be friendly
λ
arrival rate
ls
average number of customers in system
lq
average number of customers in the waiting line
1/μ
average service time
wq
average time a customer spends waiting in line
1/λ
average time between arrivals
pn
probability of exactly n units in system
pw
probability of waiting in line
μ
service rate
utilization
ρ = λ/μ