142 E2
___ is not a strategy for reduction of customer induced variability.
Adapt to a customer's skill level
The A/B/C notation classifies queuing systems on the basis of:
Arrival rates, Service rates, and number of servers.
A good overbooking strategy should:
Balance the expected opportunity cost of idle service capacity and expected cost of turning away customers who have reservations
Which of the following strategies is inappropriate for managing capacity and demand?
Decrease customer participation in the service process.
A "moment of truth" need not happen at every customer contact.
FALSE
Because of the nontangible nature of a service, forecasting does not play as important a role in service operations as in manufacturing operations
FALSE
Differential pricing is an attempt to make peak usage unattractive by imposing a penalty on the customer for using the service during peak periods.
FALSE
For a system to reach steady-state the arrival rate must always be greater than service rate.
FALSE
Overbooking is a strategy that can be used to smooth demand.
FALSE
The term interarrival time refers to the time elapsed between initiation of service and its completion.
FALSE
The parking lot is a special variation of the ___ queuing model.
Finite-queue M/M/c
Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customers expectations (Gap1)?
Improved market research
Removing the kitchen from fast food outlets to a central location gives all of the following benefits except:
Make to order customization.
In forecasting, the term cycle refers to repetition of data:
Once in a period
William Deming's PDCA stand for
Plan, do, check, act
Which of the following is not an example of detection cost?
Rework
Excess capacity is required in a service system because variability and customer arrivals and service times create idle capacity.
TRUE
In the service quality gap model, GAP1 - The Market Research Gap, arises because of the management's lack of understanding about how customers formulate their perceptions of services received.
TRUE
One reason exponential smoothing is so popular is the ease with which it can be made to accommodate trend and seasonality and its forecast.
TRUE
The average time a customer should expect to wait can be calculated using just the mean arrival rate and the mean service rate.
TRUE
The work shift-scheduling problem is important in service organizations that face a cyclic demand for their services.
TRUE
When customer expectations are confirmed by perceptions, service quality is considered satisfactory.
TRUE
Yeild management is the process of allocating a fixed perishable resource to serveral market segments in the most profitable manner.
TRUE
When the number of arrivals per unit time follows a poisson distribution, the most important implication is that:
The time between arrivals is exponentially distributed.
Which of the following is not a characteristic of yield management:
There is one homogeneous customer class.
Hiring part-time workers is an approach in the Chase Demand Strategy
True
who contributed to creating PDCA principles
William deming
a walk through audit is not
a customer satisfaction survey
Which of the following is formal part of the anatomy of a queue system?
calling population
The critical fractile method is fundamentally based on the concept of
expected revenue on last unit stocked just exceeds the expected loss on the last sale
A franchise agreement allows multiple owners to sell the same product in the same market.
false
In queue system, when a customer reneges, he never enters the queue configuration.
false
In the level capacity strategy, you adjust capacity to meet demand
false
Maister's First Law of Service is that it's hard to play "catch-up ball." The first impression can influence the rest of the service experience.
false
Poka-yoke is a high cost quality control mechanism
false
To maximize leverage, highly skilled partners in professional firms should be used to staff procedural.
false
Which of following is benefit of outsourcing
focus on your company's core competencies
when a single service is delivered across multiple sites, it's called
focused network
which model represents the origin of service innovation
focused service
Disneyland and Mayo Clinic are good examples of what Global Service Strategy
importing customers
which chart is used for discrete data, such as number of defects or errors
p-chart
Which is not a dimension of Service quality?
price
A type 2 error occurs when
process is deemed working correctly, but it's actually out of control
which of the following are approaches for a level capacity strategy?
segment demand
A Type 1 error deems a process out of control, but it's actually performing correctly.
true
One approach to level capacity strategy is to promote off-peak demand through price incentives.
true
The arrival rate of customers is typically modeled using a Poisson Distribution.
true
