Question 1

In a multichannel system with multiple waiting lines, customers shifting among the waiting lines is an example of:

Accepted Answer

A)  departing. 
B)  utilizing. 
C)  abandoning. 
D)  balking. 
E)  jockeying. 
A)  departing. 
B)  utilizing. 
C)  abandoning. 
D)  balking. 
E)  jockeying. E

Question 2

Consider these data regarding the multiple-server, priority service queuing model: $$\begin{array} { l l } 
\text { Priority } & \text { Average Arrival Rate } \
\hline \text { High } & 3 \text { per hour (Poisson) } \
\text { Low } & 5 \text { per hour (Poisson) }
\end{array}$$ Service Rate: 2 per hour (Poisson)
Number of Servers: 5
What is the average number of low-priority items waiting in line for service?

Accepted Answer

1.98

Question 3

A dental office with two professionals (one dentist, one hygienist) who work together as a team would be an example of a multiple-channel system.

Accepted Answer

A) True 
 B)False  False

Question 4

Offering an "early bird" special at a restaurant to reduce waiting times during peak hours is an example of:

Accepted Answer

A)  demand shifting. 
B)  queuing psychology. 
C)  service phasing. 
D)  service standardization. 
E)  outsourcing. 
A)  demand shifting. 
B)  queuing psychology. 
C)  service phasing. 
D)  service standardization. 
E)  outsourcing.

Question 5

The goal of waiting-line management is to eliminate customer waiting lines.

Accepted Answer

A) True 
 B)False

Question 6

Waiting lines occur even in underloaded systems because of variability in service rates and/or arrival rates.

Accepted Answer

A) True 
 B)False

Question 7

Consider these data regarding the multiple-server, priority service queuing model: $$\begin{array} { l l } 
\text { Priority } & \text { Average Arrival Rate } \
\hline \text { High } & 3 \text { per hour (Poisson) } \
\text { Low } & 5 \text { per hour (Poisson) }
\end{array}$$ Service Rate: 2 per hour (Poisson)
Number of Servers: 5
What is system utilization?

Accepted Answer

The answer of Consider these data regarding the multiple-server, priority...

Question 8

Consider these data regarding the multiple-server, priority service queuing model: $$\begin{array} { l l } 
\text { Priority } & \text { Average Arrival Rate } \
\hline \text { High } & 3 \text { per hour (Poisson) } \
\text { Low } & 5 \text { per hour (Poisson) }
\end{array}$$ Service Rate: 2 per hour (Poisson)
Number of Servers: 5
What is the average time in line for a high-priority item?

Accepted Answer

The answer of Consider these data regarding the multiple-server, priority...

Question 9

A bank of 10 machines requires regular periodic service. Machine running time and service time are both exponential. Machines run for an average of 44 minutes between service requirements, and service time averages six minutes per machine. What is the probability that a machine will have to wait for service with two operators?

Accepted Answer

A)  .654 
B)  .090 
C)  .346 
D)  .910 
E)  .016 
A)  .654 
B)  .090 
C)  .346 
D)  .910 
E)  .016

Question 10

The goal of queuing analysis is to balance the cost of providing a level of service capacity with the possible loss of business due to customers leaving the line or refusing to wait.

Accepted Answer

A) True 
 B)False

Question 11

If a manager increases system utilization (assuming no change in the customer arrival rate) what happens to the customer waiting time?

Accepted Answer

A)  It increases exponentially. 
B)  It increases proportionally. 
C)  It decreases proportionally. 
D)  It decreases exponentially. 
E)  No change. 
A)  It increases exponentially. 
B)  It increases proportionally. 
C)  It decreases proportionally. 
D)  It decreases exponentially. 
E)  No change.

Question 12

A restaurant at a popular Colorado casino provides priority service to player's card holders. The restaurant has 10 tables or booths where customers may be seated. The service time (time a booth or table is occupied) averages 40 minutes once a party is seated. The customer arrival rate is 12 parties per hour, with the parties being equally divided between card holders and people without player's cards. What is the average time that parties without player's cards wait to be seated?

Accepted Answer

A)  approx. 4 minutes 
B)  approx. 8 minutes 
C)  approx. 12 minutes 
D)  approx. 15 minutes 
E)  approx. 2 minutes 
A)  approx. 4 minutes 
B)  approx. 8 minutes 
C)  approx. 12 minutes 
D)  approx. 15 minutes 
E)  approx. 2 minutes

Question 13

A queuing system has four crews with three members each. The number of "servers" is:

Accepted Answer

A)  3. 
B)  4. 
C)  7. 
D)  12. 
E)  1. 
A)  3. 
B)  4. 
C)  7. 
D)  12. 
E)  1.

Question 14

The total cost curve:

Accepted Answer

A)  starts at zero and increases as service capacity increases. 
B)  begins high and decreases as service capacity increases. 
C)  starts high, declines, then increases again. 
D)  remains relatively flat regardless of service capacity. 
E)  starts at zero, increases rapidly, then declines slowly back to zero. 
A)  starts at zero and increases as service capacity increases. 
B)  begins high and decreases as service capacity increases. 
C)  starts high, declines, then increases again. 
D)  remains relatively flat regardless of service capacity. 
E)  starts at zero, increases rapidly, then declines slowly back to zero.

Question 15

Although it is generally the case that service systems have enough capacity, waiting lines result when __________ exceeds capacity for periods of time.

Accepted Answer

A)  homogeneity 
B)  variability 
C)  price 
D)  demand 
E)  heterogeneity 
A)  homogeneity 
B)  variability 
C)  price 
D)  demand 
E)  heterogeneity

Question 16

Consider these data regarding the multiple-server, priority service queuing model: $$\begin{array} { l l } 
\text { Priority } & \text { Average Arrival Rate } \
\hline \text { High } & 3 \text { per hour (Poisson) } \
\text { Low } & 5 \text { per hour (Poisson) }
\end{array}$$ Service Rate: 2 per hour (Poisson)
Number of Servers: 5
What is the average number of high-priority items waiting in line for service?

Accepted Answer

The answer of Consider these data regarding the multiple-server, priority...

Question 17

The goal of queuing analysis is to minimize:

Accepted Answer

A)  the sum of customer waiting costs and capacity costs. 
B)  the sum of customer waiting time and service time. 
C)  capacity costs. 
D)  customer waiting time. 
E)  idle servers. 
A)  the sum of customer waiting costs and capacity costs. 
B)  the sum of customer waiting time and service time. 
C)  capacity costs. 
D)  customer waiting time. 
E)  idle servers.

Question 18

A bank of 10 machines requires regular periodic service. Machine running time and service time are both exponential. Machines run for an average of 44 minutes between service requirements, and service time averages six minutes per machine. What is the average number of machines down when there is one operator?

Accepted Answer

A)  1.49 
B)  3.35 
C)  4.40 
D)  6.65 
E)  8.51 
A)  1.49 
B)  3.35 
C)  4.40 
D)  6.65 
E)  8.51

Question 19

Which one of the following measures of system performance is a key measure with respect to customer satisfaction?

Accepted Answer

A)  average number of customers waiting in line 
B)  system utilization 
C)  average number of customers in the calling population 
D)  probability of a server being busy 
E)  capacity costs per hour 
A)  average number of customers waiting in line 
B)  system utilization 
C)  average number of customers in the calling population 
D)  probability of a server being busy 
E)  capacity costs per hour

Question 20

Queue discipline requires a security presence to maintain order.

Accepted Answer

A) True 
 B)False

Exam 18: Management of Waiting Lines

In a multichannel system with multiple waiting lines, customers shifting among the waiting lines is an example of:

Consider these data regarding the multiple-server, priority service queuing model: Priority Average Arrival Rate High 3 per hour (Poisson) Low 5 per hour (Poisson) Service Rate: 2 per hour (Poisson) Number of Servers: 5 What is the average number of low-priority items waiting in line for service?

A dental office with two professionals (one dentist, one hygienist) who work together as a team would be an example of a multiple-channel system.

Offering an "early bird" special at a restaurant to reduce waiting times during peak hours is an example of:

The goal of waiting-line management is to eliminate customer waiting lines.

Waiting lines occur even in underloaded systems because of variability in service rates and/or arrival rates.

Consider these data regarding the multiple-server, priority service queuing model: Priority Average Arrival Rate High 3 per hour (Poisson) Low 5 per hour (Poisson) Service Rate: 2 per hour (Poisson) Number of Servers: 5 What is system utilization?

Consider these data regarding the multiple-server, priority service queuing model: Priority Average Arrival Rate High 3 per hour (Poisson) Low 5 per hour (Poisson) Service Rate: 2 per hour (Poisson) Number of Servers: 5 What is the average time in line for a high-priority item?

The goal of queuing analysis is to balance the cost of providing a level of service capacity with the possible loss of business due to customers leaving the line or refusing to wait.

If a manager increases system utilization (assuming no change in the customer arrival rate) what happens to the customer waiting time?

A queuing system has four crews with three members each. The number of "servers" is:

The total cost curve:

Although it is generally the case that service systems have enough capacity, waiting lines result when __________ exceeds capacity for periods of time.

Consider these data regarding the multiple-server, priority service queuing model: Priority Average Arrival Rate High 3 per hour (Poisson) Low 5 per hour (Poisson) Service Rate: 2 per hour (Poisson) Number of Servers: 5 What is the average number of high-priority items waiting in line for service?

The goal of queuing analysis is to minimize:

Which one of the following measures of system performance is a key measure with respect to customer satisfaction?

Queue discipline requires a security presence to maintain order.

Introduction to Operations Management

Competitiveness, Strategy, and Productivity

Forecasting

Product and Service Design

Extension: Reliability

Strategic Capacity Planning for Products and Services

Extension: Decision Theory

Process Selection and Facility Layout

Work Design and Measurement

Extension: Learning Curves

Location Planning and Analysis

Extension: The Transportation Model

Management of Quality

Quality Control

Extension: Acceptance Sampling

Aggregate Planning and Master Scheduling

MRP and ERP

Inventory Management

Jit and Lean Operations

Extension: Maintenance

Supply Chain Management

Scheduling

Project Management

Linear Programming

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