SCM

Face-to-face tight specs

A ride at an amusement park is an example of a service operation where there is direct contact between the customer and server, but little variation in the service process -- neither the customer nor server has much discretion in how the service will be provided. As shown on the Service System Design Matrix, which type of service is being delivered?

Precise capacity design or the rate of service utilization (ρ), is application specific. Which of the following is correct?

It could be close to 100% for a sports arena.

Which of the following is not a queue discipline discussed in the textbook?

Last in, first out

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

Buying food at a large food store with multiple checkouts counters, which of the following types describes the queuing system line structure?

Multichannel, single phase.

Which of the following is considered a high-contact service operation?

Physician practice

Forecasting

Which of these in not an approach to capacity planning?

Overtime and personnel transfers are solutions to capacity problems in the intermediate term.

false

Poke-yoke is roughly translated from Japanese as avoid mistakes

true

The capacity utilization rate is found by dividing best operating level by capacity used.

False

The customer arrivals in a queuing system come almost exclusively from finite population

False

The ultimate in plant flexibility is the one-hour-changeover time plant.

False

Foundries owe much of their success to:

flexibility

The objective of strategic capacity planning is to determine the overall capacity level of capital-intensive resources (including facilities, equipment, and overall labor force size) that best supports the company's short-range competitive strategy.

false

Benefits received from "economies of scale" include: (Choose all that apply)

- Lower cost per unit produced - The more you do something, the better you get at it

Customers arrive at a single self-serve coffee machine in a busy mall at the rate of 20 per hour, following Poisson distribution. Each customer takes exactly 90 seconds to get his or her coffee. What is the expected number of customers in queue at this coffee machine?

0.25

If the actual output of a piece of equipment during an hour is 500 units and its best operating level is at a rate of 400 units per hour, which of the following is the capacity utilization rate?

1.25

Assuming a 24-hour operation in a warehouse, and an arrival following Poisson distribution with mean rate of 36 per day and service (unloading using a single bay) following exponential distribution with a rate of 48 trucks per day, answer the following question. What is the expected waiting time in the system (in hours) for a typical truck?

2 hours

Assuming a 24-hour operation in a warehouse, and an arrival following Poisson distribution with mean rate of 36 per day and service (unloading using a single bay) following exponential with a rate of 48 trucks per day, answer the following question. What is the expected number of trucks in the system?

3

If the average time between customer arrivals is eight minutes, what is the hourly arrival rate?

60/8=7.5

more difficult

Are services operations with a high degree of customer contact more or less difficult to control than those with a low degree of customer contact?

Diagnostic skills

As the degree of customer contact increases in a service system, what worker skills would be more important, clerical skills or diagnostic skills?

Machine C

At a decision point in a decision tree, which machine would you select when trying to maximize payoff when the anticipated benefit of selecting machine A is $45,000 with a probability of 90%; the expected benefit of selecting machine B Is $80,000 with a probability of 50% and the expected benefit of selecting machine C is $60,000 with a probability of 75%?

Output, Machines, Time, Processes

Capacity is directly related to: (Choose all that apply)

Output, machines, time, processes

Capacity is directly related to: (Choose all that apply)

Which of the following is not a suggestion for managing queues presented in the textbook?

Determine an acceptable waiting time for your customers

True

Equipment utilization is normally expressed as a percentage of design capacity.

true

Equipment utilization is normally expressed as a percentage of design capacity.

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

line of visibility

Flowcharts are a common process design and analysis tool used in both manufacturing and services. What is a key feature on flowcharts used in service operations that differentiates between the front-office and back-office aspects of the system?

In the service-system design matrix, an internet and on-site technology service encounter is expected to have which of the following?

High production efficiency

Demand can be smoothed of inventor policies

I Compared with a service operation, which of the following is correct for a manufacturing operation's capacity?

100 units per hour

If the best operating level of a piece of equipment is at a rate of 400 units per hour and the actual output during an hour is 300 units, which of the following is the capacity cushion?

When deciding to add capacity to a factory which of the following not need to be considered?

Immediate product demand.

about 0.7 (70%) so that your system would be in the zone of service with maximum possible utilization within that

In designing a general service facility, capacity should be such that the target rate of service utilization (p), in order to get the best general-purpose design, should be

70%

Planning service capacity involves consideration of the mean arrival rate and the mean service rate. When the mean arrival rate exceeds or gets too close to the mean service operating point is the ratio of mean service rate to mean arrival rate. According to the text, what is the best operating point for the typical service operation?

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is the most appropriate?

Sales opportunity increases while degree of customer/server contact increases

What is the term used for the bundle of goods and services that are provided in some environment by every service operation?

Service Package

which of the following is a characteristic that can be used to guide the design of service systems?

Services cannot be inventoried

Getting an autograph from a famous person might involve standing n which type of the queuing line structure?

Single channel, single phase.

What are the "Three Ts" relevant to poka-yokes in service systems?

Task to be done, Treatment of the customer, Tangible features of the service facility

economies of scale

The ability to rapidly and inexpensively switch production from one product to another enables what are sometimes referred to as

Plant within a plant (PWP).

The capacity focus concept can be put into practice through a mechanism called which of the following?

The exponential distribution is often used to model what in a queuing system?

The time between arrivals and/or service times

which of the following is a suggestion for managing queues presented in the textbook?

Train your servers to be friendly

Time, Location, Demand Volatility, and Utilization impacts service quality

What is an important difference between capacity planning in services as contrasted to capacity planning in manufacturing operations?

- You cannot inventory service - The service itself cannot be patented - The process is part of the product - Employees do not require any technical training -Service is tangible

Which of the following are significant ways in which service systems differ from manufacturing systems?

Decision trees.

Which of the following models uses a schematic model of the sequence of steps in a problem and the conditions and consequences of each step?

"Economies of scale" means that large factories operating a planned capacity are able to make many different products at the same time and promise short delivery times.

false

A decision tree problem does not need probabilities or payoffs to generate a solution.

false

The service blueprint makes a distinction between

high and low customer contact aspects of the service

Capacity planning involving acquisition or disposal of fixed assets such as buildings, equipment or facilities is considered as which one of the following planning horizons?

longe-range

At a decision point in a decision tree, which machine would you select when trying to maximize payoff when the anticipated benefit of selecting machine A is $45,000 with a probability of 90%; the expected benefit of selecting machine B is $80,000 with a probability of 50% and the expected benefit of selecting machine C is $60,000 with a probability of 75%?

machine c

the line of visibility is a feature of

the service blueprint

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

true

Best operating level is the volume of output at which average unit cost is minimized.

true

What is an important difference between capacity planning in services as contrasted to capacity planning in manufacturing operations?

- Location. -Demand volatility. -Time. -Utilization impacts service quality.

Planning service capacity involves consideration of the mean arrival rate and the mean service rate. When the mean arrival rate exceeds or gets too close to the mean service rate the quality of the service declines. The operating point is the ratio of mean service rate to mean arrival rate. According to the text, what is the best operating point for the typical service operation?

70%

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

According to the text, the main differences separating Amazon from other on line retailors are all of the following except _____

you can return products

Longest waiting time in line is a queue discipline discussed in the textbook

True

When evaluating capacity, managers need to consider both resource inputs and product outputs.

true