Question 1

In a college registration process, several department heads have to approve an individual student's semester course load. What is the queuing system line structure?

Accepted Answer

A)   Single channel, single phase
B)   Single channel, multiphase
C)   Multichannel, single phase
D)   Multichannel, multiphase
E)   None of theseF) A) and D)
G) B) and E)

Question 2

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?

Accepted Answer

A)   5 hours
B)   2.5 hours
C)   0.2 hour
D)   0.1 hour
E)   None of theseF) B) and D)
G) B) and C)

Question 3

In a practical sense, an infinite queue is one that includes every possible member of the served population.

Accepted Answer

A) True 
 B)False

Question 4

Assuming a 24 hour operation in a warehouse, and an arrival following Poisson distribution with mean rate of 36 per day and service (unloading using a single bay)  following exponential with a rate of 48 trucks per day, answer the following question. What is the expected number of trucks in the system?

Accepted Answer

A)   2.25
B)   1.5
C)   2
D)   1
E)   3F) C) and D)
G) A) and C)

Question 5

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 6

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

Accepted Answer

A)   Sales opportunity decreases while degree of customer/server contact increases.
B)   Sales opportunity decreases while degree of customer/server contact decreases.
C)   Sales opportunity increases while degree of customer/server contact decreases.
D)   Sales opportunity increases while degree of customer/server contact increases.
E)   None of the aboveF) A) and C)
G) A) and D)

Question 7

Which of the following are the three major components of a queuing system?

Accepted Answer

A)   The source population, how customers exit the system, and the queuing discipline.
B)   The number of servers, the service speed and the waiting line.
C)   The source population, how the customer exits the system, and the servicing system.
D)   The source population and the way customers arrive at the system, the serving systems, and how customers exit the system.
E)   The service speed, the queue discipline and the waiting line.F) A) and C)
G) A) and D)

Question 8

A car wash is an example of a single channel, multiphase queuing system.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following refers to the physical presence of the customer in a service system?

Accepted Answer

A)   Creation of the service
B)   Customer contact
C)   Intermittent production
D)   Continuous production
E)   None of theseF) B) and D)
G) A) and C)

Question 10

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Accepted Answer

A)   Put up a serpentine lane to keep people from jumping ahead in line
B)   Use humor to defuse a potentially irritating situation
C)   Segment the customers
D)   Assure customers that the wait is fair and inform them of the queue discipline
E)   Tell people in the queue that each will be served as soon as possibleF) A) and B)
G) A) and C) C

Question 11

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.

Accepted Answer

A) True 
 B)False

Question 12

There are different queuing models to fit different queuing situations.

Accepted Answer

A) True 
 B)False

Question 13

Best customer last is a queue discipline discussed in the textbook.

Accepted Answer

A) True 
 B)False  False

Question 14

Which of the following is not a suggestion for managing queues presented in the textbook?

Accepted Answer

A)   Train your servers to be friendly
B)   Segment the customers
C)   Determine an acceptable waiting time for your customers
D)   Inform your customers of what to expect
E)   Encourage customers to come during slack periodsF) B) and C)
G) A) and B)

Question 15

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Accepted Answer

A) True 
 B)False

Question 16

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.

Accepted Answer

A) True 
 B)False

Question 17

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not a queue discipline discussed in the textbook?

Accepted Answer

A)   First come, first served
B)   Last in, first out
C)   Limited needs
D)   Shortest processing time
E)   Best customer firstF) All of the above
G) C) and E)

Question 19

Which of the following is an example of a finite population in a queuing system?

Accepted Answer

A)   People waiting to place their order at a fast food restaurant.
B)   The departmental faculty in line at the copy machine.
C)   People waiting in line at an ATM.
D)   Patients seeking help in a hospital emergency room.
E)   Taxpayers calling for assistance from the IRS.F) A) and E)
G) A) and D) B

Question 20

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?

Accepted Answer

A)   Task
B)   Time
C)   Teamwork
D)   Trust
E)   TalentF) A) and E)
G) B) and D)

Exam 7: Service Processes

In a college registration process, several department heads have to approve an individual student's semester course load. What is the queuing system line structure?

Correct Answer
verified

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?

Correct Answer
verified

In a practical sense, an infinite queue is one that includes every possible member of the served population.

Correct Answer
verified

Correct Answer
verified

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Correct Answer
verified

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

Correct Answer
verified

Which of the following are the three major components of a queuing system?

Correct Answer
verified

A car wash is an example of a single channel, multiphase queuing system.

Correct Answer
verified

Which of the following refers to the physical presence of the customer in a service system?

Correct Answer
verified

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Correct Answer
verified
C

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.

Correct Answer
verified

There are different queuing models to fit different queuing situations.

Correct Answer
verified

Best customer last is a queue discipline discussed in the textbook.

Correct Answer
verified
False

Which of the following is not a suggestion for managing queues presented in the textbook?

Correct Answer
verified

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Correct Answer
verified

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.

Correct Answer
verified

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

Correct Answer
verified

Which of the following is not a queue discipline discussed in the textbook?

Correct Answer
verified

Which of the following is an example of a finite population in a queuing system?

Correct Answer
verified
B

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?

Correct Answer
verified

Exam 7: Service Processes

In a college registration process, several department heads have to approve an individual student's semester course load. What is the queuing system line structure?

Correct AnswerverifiedShow Answer

For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?

Correct AnswerverifiedShow Answer

In a practical sense, an infinite queue is one that includes every possible member of the served population.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Correct AnswerverifiedShow Answer

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

Correct AnswerverifiedShow Answer

Which of the following are the three major components of a queuing system?

Correct AnswerverifiedShow Answer

A car wash is an example of a single channel, multiphase queuing system.

Correct AnswerverifiedShow Answer

Which of the following refers to the physical presence of the customer in a service system?

Correct AnswerverifiedShow Answer

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Correct AnswerverifiedC

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.

Correct AnswerverifiedShow Answer

There are different queuing models to fit different queuing situations.

Correct AnswerverifiedShow Answer

Best customer last is a queue discipline discussed in the textbook.

Correct AnswerverifiedFalse

Which of the following is not a suggestion for managing queues presented in the textbook?

Correct AnswerverifiedShow Answer

Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

Correct AnswerverifiedShow Answer

Which of the following is not a queue discipline discussed in the textbook?

Correct AnswerverifiedShow Answer

Which of the following is an example of a finite population in a queuing system?

Correct AnswerverifiedB

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?

Correct AnswerverifiedShow Answer

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C

Correct Answer
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False

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B

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