Test 2- Chapters 9 & 10
what measures of system performance is a key measure
average number of customers waiting in line
not generally considered as a measure of system performance in a queuing analysis
average serving time
Little's Law states that the number of people in a waiting line is the average customer arrival rate multiplied by the
average time in the system
refers to the physical presence of the customer in a service system
customer contact
As the ratio of arrival rate to service rate is increased, what is likely?
customers move through the system more slowly because utilization is increased
A single channel queuing system has an average service time of 16 minutes per customer, which is exponentially distributed. The manager is thinking of converting to a system with a constant service time of 16 minutes. The arrival rate will remain the same. The effect will be to
decrease the average waiting time
characteristic of a well-designed service system
each element of service system is consistent with the operating focus of the firm
An alternative strategy to increase the capacity of a service system is
increasing the processing rate
In the service-system design matrix, a face-to-face total customization service encounter is expected to have
low production efficiency
A customer enters a business and has the opportunity to select any one of three lines to receive service. The service is performed by one customer service representative after which the customer leaves the establishment. Which description of this waiting line system is appropriate?
multiple channel, single phase
Customer arrivals at a dry cleaning service occur randomly throughout the day. the distribution that is usually used to model the interval between arrivals is the
poisson distribution
not a characteristic of a well-designed service system
puts customers in charge
approach to service design that is characterized by having the customer take a greater role in the production of the service
self-service approach
two of the three contrasting approaches to delivering on-site service
self-service approach, production-line approach
not a major factor distinguishing service design and development from manufacturing design and development
service operations can be protected by patents; manufacturing operations cannot
characteristic that can be used to guide the design of service systems
services cannot be inventoried
A customer enters a business and joins the one line that snakes back and forth through the lobby in order to receive service. The initial part of the service is performed by one customer service representative, after which the customer enters a second, shorter line to complete the service before leaving the establishment. Which description of this waiting line system is appropriate?
single channel, multiple phase
A basic difference between infinite source and finite source queuing models is
size of potential calling population
There are many applications of poka-yokes in service organizations, what are the three-Ts used to classify poka-yokes?
task, treatment, tangible
not an element of a good service guarantee
the customer controls the process
major factor that distinguishes service design and development from manufacturing design and development
the service package is the major output of the development process
The goal of queuing analysis is to minimize
the sum of customer waiting costs and capacity costs
Why is there waiting in an infinite source queuing system?
variability in arrival and service rates