Published on January 2017 | Categories: Documents | Downloads: 54 | Comments: 0 | Views: 684 Show Chapter 05 - Service Processes Chapter 05 Service Processes 1. A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system. True False 2. The service-system design matrix identifies seven different degrees of customer/service contact. True False 5-1 Chapter 05 - Service Processes 3. An important aspect of service products is that they can not be inventoried. True False 4. Customer contact refers to creation of the service. True False 5. The work process involved in providing the service involves the physical presence of the customer in the system. True False 6. A central problem in many service settings is the management of waiting time—the tradeoff decision balancing the costs of additional service channels against the costs of waiting. True False 7. Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting. True False 5-2 Chapter 05 - Service Processes 8. The customer arrivals in a queuing system come almost exclusively from finite populations. True False 9. The customer arrivals in a queuing system come almost exclusively from infinite populations. True False 10. A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities. True False 11. An infinite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities. True False 12. A variable arrival rate is more common in waiting line management than a constant arrival rate. True False 13. A constant arrival rate is more common in waiting line management than a variable arrival rate. True False 14. Arrival characteristics in a queuing problem include the length of the queue. True False 5-3 Chapter 05 - Service Processes 15. 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. True False 16. The demand on a hospital's emergency medical services is considered a controllable arrival pattern of the calling population. True False 17. The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population. True False 18. Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems. True False 19. Highest-profit customer first is a queue discipline mentioned in the textbook. True False 20. Longest waiting time in line is a queue discipline mentioned in the textbook. True False 21. Best customer last is a queue discipline discussed in the textbook. True False 22. A car wash is an example of a single channel, multiphase queuing system. True False 5-4 Chapter 05 - Service Processes 23. A tellers' window in a bank is an example of a single channel, multiphase queuing system. True False 24. The admissions system in a hospital for patients is an example of a single channel, single phase queuing system. True False 25. There are different queuing models to fit different queuing situations. True False 26. In a practical sense, an infinite queue is one that includes every possible member of the served population. True False 27. In a waiting line situation, multiple lines occur only when there are multiple servers. True False 28. The term "queue discipline" involves the art of controlling unruly customers who have become irritated by waiting. True False 29. In a practical sense, a finite line is one that is potentially very long in terms of the capacity of the serving system. True False 5-5 Chapter 05 - Service Processes 30. 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 to find out. True False 31. 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 to determine whether to pay overtime to an operator from a different shift or not. True False 32. 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. True False 33. An internet company that facilitates customers contact with each other is a kind of virtual service. True False 34. In a virtual service operations management is challenged to provide a policing function through monitoring customer encounters. True False 35. In a virtual service operations management's only challenge is to keep the technology functioning and up to date. True False 5-6 Chapter 05 - Service Processes 36. The standard tool for process design, whether in services or manufacturing, is the flow chart. True False 37. In service blueprinting the line of visibility refers to things that the service process designer did not foresee when conceiving the process. True False 38. In service blueprinting poka-yokes are procedures that block mistakes from becoming service defects. True False 39. The line of visibility in service blueprinting distinguishes between those activities that the customer sees presence and those the customer does not see. True False Multiple Choice Questions 40. Which of the following refers to the physical presence of the customer in a service system? A. Creation of the service B. Customer contact C. Intermittent production D. Continuous production E. None of the above 5-7 Chapter 05 - Service Processes 41. Which of the following are alternative possible degrees of customer contact included in the Service-System Design Matrix? A. Mail B. Warranty C. Sales call D. Field service E. None of the above 42. Which of the following is a degree of customer/server contact included in the servicesystem design matrix? A. Face-to-face distance B. Internet C. Questionnaire response D. Automated teller (ATM) E. Response card encounter 43. In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of the above 44. In the service-system design matrix, a mail contact service encounter is expected to have which of the following? A. High sales opportunity B. High degree of customer/server contact C. Low production efficiency D. Low sales opportunity E. None of the above 5-8 Chapter 05 - Service Processes 45. In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of the above 46. In the service-system design matrix, an internet and on-site technology service encounter is expected to have which of the following? A. High sales opportunity B. High degree of customer/server contact C. Low production efficiency D. High production efficiency E. None of the above 47. Which of the following is a suggestion for managing queues that is mentioned in the textbook? 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 possible 48. Which of the following is not a suggestion for managing queues presented in the textbook? A. Try to divert your customer's attention when waiting B. Segment the customers C. Encourage customers to come during the slack periods D. Train your people to be friendly E. Periodically close the service channel to temporarily disperse the line 5-9 Chapter 05 - Service Processes 49. Which of the following is not a suggestion for managing queues presented in the textbook? A. Train your servers to be friendly B. Try to divert your customer's attention when waiting C. Determine an acceptable waiting time for your customers D. Inform your customers of what to expect E. Encourage customers to come during slack periods 50. Which of the following is a suggestion for managing queues presented in the textbook? A. Train your servers to be friendly B. Tell customers that the line should encourage them to come during slack periods C. Give each customer a number D. Periodically close the service channel to temporarily disperse the line E. Use humor to defuse a potentially irritating situation 51. Which of the following are the two major components of a queuing system? A. The source population and the queuing discipline B. The number of servers and the waiting line C. The source population and the condition of the customer exiting the system D. The queue discipline and the waiting line E. The service speed and the waiting line 52. Which of the following is an example of a finite population in a queuing system? A. People waiting to purchase fuel at a service station B. Machines which have randomly spaced service requirements C. People waiting in line at a tellers' window in a bank D. Patients seeking help from a doctor in a private practice E. Taxpayers calling the IRS for assistance 5-10 Chapter 05 - Service Processes 53. Which of the following is not a queue discipline mentioned in the textbook? A. First come, first served B. Last in, first out C. Limited needs D. Shortest processing time E. Best customer first 54. Which of the following queue discipline is mentioned in the textbook? A. First in, first out B. Garner-Whitten formula C. Soonest promise date D. Patient customers last E. Anxious customers first 55. Buying a ticket for a college football game where there are multiple windows to buy the ticket at features which type of queuing system line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above 56. Buying food at a large food store with multiple checkout counters features which type of queuing system line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above 5-11 Chapter 05 - Service Processes 57. Getting an autograph from a famous person might involve standing in which type of queuing line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above 58. 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? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above 59. Standing in line to buy a ticket for a movie where there is only one window to buy tickets is which type of queuing system Line Structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above 60. A roller coaster ride in an amusement park employs which type of queuing system line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above 5-12 Chapter 05 - Service Processes 61. Machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above 62. Machine breakdown and repair in a twelve machine factory having three repair mechanics would develop which type of queuing system line structure concerning machine breakdowns? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above 63. Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour. Using the infinite queuing notion for the models presented in the textbook which of the following is the average service time? A. 2 hours B. 1 hour C. 0.5 hours D. 0.25 hours E. None of the above 64. If the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals? A. 28 minutes B. 20 minutes C. 12 minutes D. 6 minutes E. None of the above 5-13 Chapter 05 - Service Processes 65. A company is concerned about the number of customers that have to wait for service in their customer service department. Assume the rate at which customers are serviced is 12 per hour. Using the infinite queuing notion for the models presented in the textbook which of the following is the mean time between arrivals? A. 12 minutes B. 6 minutes C. 2 minutes D. 1 minutes E. Can not be determined 66. An example of a virtual service is which of the following? A. A pizza delivery service B. Purchasing a flower arrangement over the internet C. An on-line dating service D. Ordering a specially-configured computer on-line E. None of the above 67. A service blueprint is not which of the following? A. A standard tool for service process design B. A process flowchart C. A diagram that distinguishes between different levels of customer contact D. A service encounter that conforms to specifications E. A tool that enumerates all the steps in a service process 68. Which of the following are not examples of poka-yokes described in the text? A. Height bars at amusement parks B. Chains to configure waiting lines C. Take-a-number systems D. Mirrors on telephones E. Tear-out cards in magazines 5-14 Chapter 05 - Service Processes 69. In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?" ______________________ ________________________________________ 70. When arrivals occur in a purely random fashion at a service facility, what kind of distribution does a plot of inter-arrival times yield? __________________ ________________________________________ 71. When arrivals occur in a purely random fashion at a service facility, the distribution of the number of arrivals per unit of time forms which kind of distribution? _____________ ________________________________________ Short Answer Questions 72. In finite queuing theory, the average waiting time in line is denoted by what symbol? _________________ Fill in the Blank Questions 73. In finite queuing theory, the average number in the waiting line divided by the average arrival rate yields what measure of waiting line performance? ________________________________________ 5-15 Chapter 05 - Service Processes 74. Joining a line at an airport shoeshine stand where there are five people shining shoes puts you in which type of queuing system line structure? ______________________ ________________________________________ 75. Buying items at a department store where there are a large number of checkout counters features which type of queuing system line structure? _____________________ ________________________________________ 76. Getting a flu shot from the one campus nurse that is on duty might involve standing in which type of queuing line structure? ___________________________________ ________________________________________ 77. In getting your first driver's license, several steps had to be taken. First, you took the written test. Then you took the driving test. Then your photograph was taken and the license made. What was the queuing system line structure in the Department of Motor Vehicles? ______________________________________ ________________________________________ 78. Standing in line to buy tickets for a basketball game where there are multiple windows to buy tickets involves which type of queuing system Line Structure? ______________________________________ ________________________________________ 79. A single toll booth on a one-lane bridge is which type of queuing system line structure? ____________________________ ________________________________________ 80. A procedure that keeps a mistake from happening in a service operations is called what? ____________________________ ________________________________________ 5-16 Chapter 05 - Service Processes 81. In a virtual service what kind of customer contact enables customers to interact with one another in an open environment? ____________________________ ________________________________________ 82. How are poka-yokes used differently in services than in manufacturing? ____________________________ ________________________________________ Essay Questions 83. How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require? 84. How are people waiting in queues in service operations similar to inventories in manufacturing and in what ways are they different? 85. How are customer arrivals drawn from finite and infinite populations distinguished? 5-17 Chapter 05 - Service Processes Chapter 05 Service Processes Answer Key True / False Questions 1. A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 2. The service-system design matrix identifies seven different degrees of customer/service contact. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 3. An important aspect of service products is that they can not be inventoried. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 1 Taxonomy: Knowledge Topic: An Operational Classification of Services 5-18 Chapter 05 - Service Processes 4. Customer contact refers to creation of the service. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 1 Taxonomy: Knowledge Topic: An Operational Classification of Services 5. The work process involved in providing the service involves the physical presence of the customer in the system. FALSE AACSB: Analytic Difficulty: Medium Learning Objective: 1 Taxonomy: Knowledge Topic: An Operational Classification of Services 6. A central problem in many service settings is the management of waiting time—the tradeoff decision balancing the costs of additional service channels against the costs of waiting. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 7. Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 5-19 Chapter 05 - Service Processes 8. The customer arrivals in a queuing system come almost exclusively from finite populations. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 9. The customer arrivals in a queuing system come almost exclusively from infinite populations. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 10. A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities. FALSE AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 11. An infinite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities. TRUE AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 5-20 Chapter 05 - Service Processes 12. A variable arrival rate is more common in waiting line management than a constant arrival rate. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 13. A constant arrival rate is more common in waiting line management than a variable arrival rate. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 14. Arrival characteristics in a queuing problem include the length of the queue. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 15. 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. TRUE AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-21 Chapter 05 - Service Processes 16. The demand on a hospital's emergency medical services is considered a controllable arrival pattern of the calling population. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 17. The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 18. Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 19. Highest-profit customer first is a queue discipline mentioned in the textbook. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-22 Chapter 05 - Service Processes 20. Longest waiting time in line is a queue discipline mentioned in the textbook. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 21. Best customer last is a queue discipline discussed in the textbook. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 22. A car wash is an example of a single channel, multiphase queuing system. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 23. A tellers' window in a bank is an example of a single channel, multiphase queuing system. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-23 Chapter 05 - Service Processes 24. The admissions system in a hospital for patients is an example of a single channel, single phase queuing system. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 25. There are different queuing models to fit different queuing situations. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 26. In a practical sense, an infinite queue is one that includes every possible member of the served population. FALSE AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Infinite queue Topic: The Queuing System 27. In a waiting line situation, multiple lines occur only when there are multiple servers. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-24 Chapter 05 - Service Processes 28. The term "queue discipline" involves the art of controlling unruly customers who have become irritated by waiting. FALSE AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 29. In a practical sense, a finite line is one that is potentially very long in terms of the capacity of the serving system. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 30. 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 to find out. TRUE AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 5-25 Chapter 05 - Service Processes 31. 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 to determine whether to pay overtime to an operator from a different shift or not. TRUE AACSB: Analytic Difficulty: Hard Learning Objective: 4 Taxonomy: Application Topic: The Queuing System 32. 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. TRUE AACSB: Analytic Difficulty: Hard Learning Objective: 4 Taxonomy: Application Topic: The Queuing System 33. An internet company that facilitates customers contact with each other is a kind of virtual service. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 2 Taxonomy: Knowledge 34. In a virtual service operations management is challenged to provide a policing function through monitoring customer encounters. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 1 Taxonomy: Knowledge Topic: An Operational Classification of Services 5-26 Chapter 05 - Service Processes 35. In a virtual service operations management's only challenge is to keep the technology functioning and up to date. FALSE AACSB: Analytic Difficulty: Easy Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 36. The standard tool for process design, whether in services or manufacturing, is the flow chart. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 1 Learning Objective: 3 Taxonomy: Knowledge Topic: An Operational Classification of Services, Service Blueprinting and Fail-Saifing 37. In service blueprinting the line of visibility refers to things that the service process designer did not foresee when conceiving the process. FALSE AACSB: Analytic Difficulty: Medium Learning Objective: 3 Taxonomy: Knowledge 38. In service blueprinting poka-yokes are procedures that block mistakes from becoming service defects. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 3 Taxonomy: Knowledge Topic: Service Blue Printing and Fail-Safing 5-27 Chapter 05 - Service Processes 39. The line of visibility in service blueprinting distinguishes between those activities that the customer sees presence and those the customer does not see. TRUE AACSB: Analytic Difficulty: Easy Learning Objective: 3 Taxonomy: Knowledge Topic: Service Blue Printing and Fail-Saifing Multiple Choice Questions 40. Which of the following refers to the physical presence of the customer in a service system? A. Creation of the service B. Customer contact C. Intermittent production D. Continuous production E. None of the above AACSB: Analytic Difficulty: Easy Learning Objective: 1 Taxonomy: Knowledge Topic: An Operational Classification of Services 41. Which of the following are alternative possible degrees of customer contact included in the Service-System Design Matrix? A. Mail B. Warranty C. Sales call D. Field service E. None of the above AACSB: Analytic Difficulty: Easy Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 5-28 Chapter 05 - Service Processes 42. Which of the following is a degree of customer/server contact included in the servicesystem design matrix? A. Face-to-face distance B. Internet C. Questionnaire response D. Automated teller (ATM) E. Response card encounter AACSB: Analytic Difficulty: Medium Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 43. In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 44. In the service-system design matrix, a mail contact service encounter is expected to have which of the following? A. High sales opportunity B. High degree of customer/server contact C. Low production efficiency D. Low sales opportunity E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 5-29 Chapter 05 - Service Processes 45. In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 46. In the service-system design matrix, an internet and on-site technology service encounter is expected to have which of the following? A. High sales opportunity B. High degree of customer/server contact C. Low production efficiency D. High production efficiency E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 47. Which of the following is a suggestion for managing queues that is mentioned in the textbook? 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 possible AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-30 Chapter 05 - Service Processes 48. Which of the following is not a suggestion for managing queues presented in the textbook? A. Try to divert your customer's attention when waiting B. Segment the customers C. Encourage customers to come during the slack periods D. Train your people to be friendly E. Periodically close the service channel to temporarily disperse the line AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 49. Which of the following is not a suggestion for managing queues presented in the textbook? A. Train your servers to be friendly B. Try to divert your customer's attention when waiting C. Determine an acceptable waiting time for your customers D. Inform your customers of what to expect E. Encourage customers to come during slack periods AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 50. Which of the following is a suggestion for managing queues presented in the textbook? A. Train your servers to be friendly B. Tell customers that the line should encourage them to come during slack periods C. Give each customer a number D. Periodically close the service channel to temporarily disperse the line E. Use humor to defuse a potentially irritating situation AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-31 Chapter 05 - Service Processes 51. Which of the following are the two major components of a queuing system? A. The source population and the queuing discipline B. The number of servers and the waiting line C. The source population and the condition of the customer exiting the system D. The queue discipline and the waiting line E. The service speed and the waiting line AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 52. Which of the following is an example of a finite population in a queuing system? A. People waiting to purchase fuel at a service station B. Machines which have randomly spaced service requirements C. People waiting in line at a tellers' window in a bank D. Patients seeking help from a doctor in a private practice E. Taxpayers calling the IRS for assistance AACSB: Analytic Difficulty: Easy Learning Objective: 4 Taxonomy: Application Topic: The Queuing System 53. Which of the following is not a queue discipline mentioned in the textbook? A. First come, first served B. Last in, first out C. Limited needs D. Shortest processing time E. Best customer first AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-32 Chapter 05 - Service Processes 54. Which of the following queue discipline is mentioned in the textbook? A. First in, first out B. Garner-Whitten formula C. Soonest promise date D. Patient customers last E. Anxious customers first AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 55. Buying a ticket for a college football game where there are multiple windows to buy the ticket at features which type of queuing system line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 56. Buying food at a large food store with multiple checkout counters features which type of queuing system line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 5-33 Chapter 05 - Service Processes 57. Getting an autograph from a famous person might involve standing in which type of queuing line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 58. 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? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 59. Standing in line to buy a ticket for a movie where there is only one window to buy tickets is which type of queuing system Line Structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above AACSB: Analytic Difficulty: EMPTY Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 5-34 Chapter 05 - Service Processes 60. A roller coaster ride in an amusement park employs which type of queuing system line structure? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 61. Machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 62. Machine breakdown and repair in a twelve machine factory having three repair mechanics would develop which type of queuing system line structure concerning machine breakdowns? A. Single channel, single phase B. Single channel, multiphase C. Multichannel, single phase D. Multichannel, multiphase E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 5-35 Chapter 05 - Service Processes 63. Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour. Using the infinite queuing notion for the models presented in the textbook which of the following is the average service time? A. 2 hours B. 1 hour C. 0.5 hours D. 0.25 hours E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Analysis Topic: The Queuing System 64. If the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals? A. 28 minutes B. 20 minutes C. 12 minutes D. 6 minutes E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Analysis Topic: The Queuing System 5-36 Chapter 05 - Service Processes 65. A company is concerned about the number of customers that have to wait for service in their customer service department. Assume the rate at which customers are serviced is 12 per hour. Using the infinite queuing notion for the models presented in the textbook which of the following is the mean time between arrivals? A. 12 minutes B. 6 minutes C. 2 minutes D. 1 minutes E. Can not be determined AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Analysis Topic: The Queuing System 66. An example of a virtual service is which of the following? A. A pizza delivery service B. Purchasing a flower arrangement over the internet C. An on-line dating service D. Ordering a specially-configured computer on-line E. None of the above AACSB: Analytic Difficulty: Medium Learning Objective: 2 Taxonomy: Analysis Topic: An Operational Classification of Services 67. A service blueprint is not which of the following? A. A standard tool for service process design B. A process flowchart C. A diagram that distinguishes between different levels of customer contact D. A service encounter that conforms to specifications E. A tool that enumerates all the steps in a service process AACSB: Analytic Difficulty: Medium Learning Objective: 3 Taxonomy: Analysis Topic: Service Blue Printing and Fail-Safing 5-37 Chapter 05 - Service Processes 68. Which of the following are not examples of poka-yokes described in the text? A. Height bars at amusement parks B. Chains to configure waiting lines C. Take-a-number systems D. Mirrors on telephones E. Tear-out cards in magazines AACSB: Analytic Difficulty: Easy Learning Objective: 3 Taxonomy: Knowledge Topic: Service Blue Printing and Fail-Saifing Fill in the Blank Questions 69. In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?" ______________________ Low production efficiency AACSB: Analytic Difficulty: Easy Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 70. When arrivals occur in a purely random fashion at a service facility, what kind of distribution does a plot of inter-arrival times yield? __________________ Exponential AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-38 Chapter 05 - Service Processes 71. When arrivals occur in a purely random fashion at a service facility, the distribution of the number of arrivals per unit of time forms which kind of distribution? _____________ Poisson AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System Short Answer Questions 72. In finite queuing theory, the average waiting time in line is denoted by what symbol? _________________ Wq AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System Fill in the Blank Questions 73. In finite queuing theory, the average number in the waiting line divided by the average arrival rate yields what measure of waiting line performance? Average waiting time AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Knowledge Topic: The Queuing System 5-39 Chapter 05 - Service Processes 74. Joining a line at an airport shoeshine stand where there are five people shining shoes puts you in which type of queuing system line structure? ______________________ Multichannel, single phase AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 75. Buying items at a department store where there are a large number of checkout counters features which type of queuing system line structure? _____________________ Multichannel, single phase AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 76. Getting a flu shot from the one campus nurse that is on duty might involve standing in which type of queuing line structure? ___________________________________ Single channel, single phase AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 77. In getting your first driver's license, several steps had to be taken. First, you took the written test. Then you took the driving test. Then your photograph was taken and the license made. What was the queuing system line structure in the Department of Motor Vehicles? ______________________________________ Single channel, multiphase AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 5-40 Chapter 05 - Service Processes 78. Standing in line to buy tickets for a basketball game where there are multiple windows to buy tickets involves which type of queuing system Line Structure? ______________________________________ Multichannel, single phase AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 79. A single toll booth on a one-lane bridge is which type of queuing system line structure? ____________________________ Single channel, single phase AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 80. A procedure that keeps a mistake from happening in a service operations is called what? ____________________________ A poka-yoke AACSB: Analytic Difficulty: Easy Learning Objective: 3 Taxonomy: Knowledge Topic: Service Blue Printing and Fail-Safing 81. In a virtual service what kind of customer contact enables customers to interact with one another in an open environment? ____________________________ Pure virtual customer contact AACSB: Analytic Difficulty: Easy Learning Objective: 2 Taxonomy: Knowledge Topic: An Operational Classification of Services 5-41 Chapter 05 - Service Processes 82. How are poka-yokes used differently in services than in manufacturing? ____________________________ They are applied to the actions of the customer AACSB: Analytic Difficulty: Easy Learning Objective: 1 Learning Objective: 3 Taxonomy: Understanding Topic: An Operational Classification of Services, Service Blueprinting and Fail-Safing Essay Questions 83. How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require? This question relates to the service-system design matrix discussion starting on page 101 and particularly to exhibit 5.2 on page 103. A successful response to this question will indicate that the kinds of skills required progress from technical (clerical) types of skills to relationship types of skills as the degree of customer contact increases. The higher the degree of customer contact, the more autonomous is the service worker and therefore training must include not only the technical aspects of the job but also the entire array of strategic choices the company has made regarding the way the customer is to be handled in a wide range of transactional situations. AACSB: Analytic Difficulty: Hard Learning Objective: 2 Taxonomy: Analytic Topic: An Operational Classification of Services 5-42 Chapter 05 - Service Processes 84. How are people waiting in queues in service operations similar to inventories in manufacturing and in what ways are they different? People waiting in queues at various stages of a multiphase process are conceptually exactly like the buffering inventories in that they tend to decouple different stages and reduce the impacts of blocking, starving and bottlenecking on the efficiency of the system. The main difference, of course, is that people as inventory need to be actively managed (as described in the text starting on page 106) and, because they are customers, are more important and have a vastly higher "cost of carrying" than inventories of materials. AACSB: Analytic Difficulty: Hard Learning Objective: 1 Learning Objective: 4 Taxonomy: Synthesis Topic: An Operational Classification of Services, The Queuing System 85. How are customer arrivals drawn from finite and infinite populations distinguished? The text on page 108-109 describes the difference between finite and infinite populations as the size of the population relative to the service system. Analytically, different formulas and methods are required for finite vs. infinite populations based upon the probability of the next arrival either staying the same after an entry to service (infinite population assumption) or the diminishing (finite assumption.) AACSB: Analytic Difficulty: Medium Learning Objective: 4 Taxonomy: Understanding Topic: The Queuing System 5-43 Which of the following are the three major components of a queuing system?Components of a Queuing System: A queuing system is characterised by three components: - Arrival process - Service mechanism - Queue discipline.
What is queuing theory quizlet?Queuing Theory. - A mathematical study of queues. - Queue is a waiting line especially of person or car awaiting processing. Long Term Averages. Queuing theory provides long term average values, assuming arrival and service times are random.
What is the term that refers to a process where customers wait in line for service?The waiting line or queue management is a critical part of service industry. It deals with issue of treatment of customers in sense reduce wait time and improvement of service. Queue management deals with cases where the customer arrival is random; therefore, service rendered to them is also random.
What does N reference in the Poisson distribution?Aside from use as an approximation for the binomial distribution, the Poisson distribution has another common interpretation. For an infrequently occurring event, the parameter lambda can be viewed as the mean rate, or , where n is the mean events per unit time, and T is the number of time units.
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