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