BMGT385 Chapter 7
Longest waiting time in line is a queue discipline discussed in the textbook.
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Services often take the form of repeated encounters involving face-to-face interactions.
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There are different queuing models to fit different queuing situations.
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The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.
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The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population.
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A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.
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A tellers' window in a bank is an example of a single channel, multiphase queuing system.
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Arrival characteristics in a queuing problem analysis include the length of the queue.
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Poka-Yoke is roughly translated from Japanese as "Quality Management."
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A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. An analyst who wanted to know how much production was being lost by machines waiting for service could use queuing theory analysis to find out.
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A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. When an operator is absent, the amount of production being lost by machines waiting for service increases. The analyst can use queuing theory analysis to determine whether to pay overtime to an operator from a different shift or not.
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An infinite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.
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Highest-profit customer first is a queue discipline discussed in the textbook.
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Ideally in waiting line or queuing Analyze we want to balance the cost of service capacity with the cost of waiting.
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It is difficult to separate the operations management functions from marketing in services.
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Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."
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Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.
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The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.
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The service-system design matrix identifies five alternative forms of service encounters.
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Best customer last is a queue discipline discussed in the textbook.
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The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.
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Customer contact refers to creation of the service.
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The customer arrivals in a queuing system come almost exclusively from finite populations.
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The service-system design matrix identifies six forms of service encounters.
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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.
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A constant arrival rate is more common in productive systems than a variable arrival rate.
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A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.
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Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.
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In a practical sense, a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.
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In a practical sense, an infinite queue is one that includes every possible member of the served population.
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In a waiting line situation, multiple lines occur only when there are multiple servers.
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The "service blueprint" is a classification of services.
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The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.
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The customer arrivals in a queuing system come almost exclusively from infinite populations.
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The demand on a hospital's emergency medical services is considered a controllable arrival pattern of the calling population.
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A car wash is an example of a single channel, multiphase queuing system.
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A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. An analyst wanting to know whether to add a fourth operator or downsize to two operators would be helped by using queuing theory analysis.
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A variable arrival rate is more common in waiting line management than a constant arrival rate.
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The term "queue discipline" involves the art of controlling surly and unruly customers who have become irritated by waiting.
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The work process involved in providing the service must involve the physical presence of the customer in the system.
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An important aspect of service products is that they cannot be inventoried.
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Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.
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