ch.7
Burrito King (a new fast-food franchise opening up nationwide) has successfully automated burrito production for its drive-up fast-food establishments. The Burro-Master 9000 requires a constant 45 seconds
4.95
Assume the service rate for a queue in a truck-loading operation is 7 trucks per hour
8.57
arrival characteristics in a queuing problem analysis include the length of the queue
False
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 queing theory analysis to determine whether to pay overtime to an operator from a different shift or not
TRUE
A variable arrival rate is more common in waiting line management than a constant arrival rate
TRUE
An important aspect of service products is that they cannot be inventoried
TRUE
Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.
TRUE
a car wash is an example of single channel, multiphase queuing system
True
which of the following is not a suggestion for managing queues presented in the textbook?
determine an acceptable waiting time for your customers
which following queue discipline is discussed in the textbook
emergencies first
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
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
which of the following are alternative possible service encounters included in the Service-system design matrix?
mail contact
which of the following is a suggestion for managing queues presented in the textbook?
train your servers to be friendly
there are many applications of poka-yokes in service organizations. which of the following is one of the three-T's used to classify poka-yokes?
treatment/task
a roller coaster ride in an amusement park employs which type of queuing system line structure?
single channel, single phase
Burrito King the rematch
4.323
students arrive at the administrative service office at an average of one every 12 mins,
50
Highest-profit customer first is a queue discipline discussed in the textbook.
TRUE
For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?
0.2 hours
the service blueprint makes a distinction between:
High and low customer contact aspects of the service
which of the following is a characteristic that can be used to guide the design of service systems?
Services cannot beinventoried
Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.
True
Which of the following is a suggestion for managing queues that is mentioned in the textbook?
segment the customers
the service blueprint is a classification of services
FALSE
Students arrive at the administrative services office at an average of 7 students per hour. the service desk can process 10
30
Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.
FALSE
a teller's window in a bank is an example of a sing channel, multiphase queuing system
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
Getting an autograph from a famous person might involve standing in which type of queuing line structure?
single channel, single phase
