SCM Chapter 7 Quiz (90% correct)

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system (True or False)

False

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

The customer arrivals in a queuing system come almost exclusively from finite populations (True or False)

False

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 have which of the following

Low production efficiency

Buying food at a large food store with multiple checkout counters features which type of queuing system line structure?

Multichannel, Single phase

Customers arrive at a single self-serve coffee machine 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?

0.5

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

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

Physician practice

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 in which type of queuing line structure?

Single channel,single phase

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

Train your servers to be friendly

A variable arrival rate is more common in waiting line management than a consistent arrival rate (True or False)

True

Longest waiting time in line is a queue discipline discussed in the textbook. (True or False)

True

Poka-yoke is roughly translated from Japanese as "avoid mistakes." (True or False)

True

The service blueprint makes a distinction between ______

high and low customer contact aspects of the service

The "line of visibility" is a feature of ______

the service blueprint