Question 1

In most services,customers are either directly or indirectly involved in the production of the service itself.

Accepted Answer

A) True 
 B)False

Question 2

According to the text,the primary elements of all queuing systems include all of the following EXCEPT:

Accepted Answer

A) Input process 
B) Queue characteristics 
C) Output process 
D) Service characteristics 
A) Input process 
B) Queue characteristics 
C) Output process 
D) Service characteristics

Question 3

The four primary activities of concern in service response logistics are the management of:

Accepted Answer

A) Distribution channels,service quality, reputation and waiting times 
B) Service capacity, waiting times, distribution channels and service quality 
C) Labor standards, distribution channels, waiting times and service quality 
D) Service capacity, visual workplace, waiting times and distribution channels 
A) Distribution channels,service quality, reputation and waiting times 
B) Service capacity, waiting times, distribution channels and service quality 
C) Labor standards, distribution channels, waiting times and service quality 
D) Service capacity, visual workplace, waiting times and distribution channels

Question 4

An office setting could be an example of a departmental layout that maximizes closenessdesirability.

Accepted Answer

A) True 
 B)False

Question 5

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

Accepted Answer

A) True 
 B)False

Question 6

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

Accepted Answer

A) True 
 B)False

Question 7

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

Accepted Answer

A) Level demand strategy 
B) Differentiation demand strategy 
C) Chase demand strategy 
D) Baumol's demand strategy 
A) Level demand strategy 
B) Differentiation demand strategy 
C) Chase demand strategy 
D) Baumol's demand strategy

Question 8

How do you calculate a firm's capacity utilization? If capacity utilization is greater than 1,what are some of the resulting impacts to the service firm?

Accepted Answer

a.Capacity utilization = (Actual custome

Question 9

David Maister's First Rule of Service is:

Accepted Answer

A) It always takes longer than you think to perform the service 
B) You can't please all the customers all the time 
C) Satisfaction = perception - expectation 
D) Under-promise and over-deliver 
A) It always takes longer than you think to perform the service 
B) You can't please all the customers all the time 
C) Satisfaction = perception - expectation 
D) Under-promise and over-deliver

Question 10

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

Accepted Answer

A) 10 minutes 
B) 6 minutes 
C) 60 minutes 
D) 14 minutes 
A) 10 minutes 
B) 6 minutes 
C) 60 minutes 
D) 14 minutes

Question 11

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Accepted Answer

A) True 
 B)False

Question 12

The three generic competitive strategies are:

Accepted Answer

A) profit-based, nonprofits, and free services 
B) cost leadership, differentiation, and focus 
C) manufacturing, service, and retail 
D) mass-production, make-to-order, and services 
A) profit-based, nonprofits, and free services 
B) cost leadership, differentiation, and focus 
C) manufacturing, service, and retail 
D) mass-production, make-to-order, and services

Question 13

Explain two service layout strategies that help to maximize customer service,server productivity,and service efficiencies which support the overall business strategy.

Accepted Answer

​a.Departmental layouts that reduce dist

Question 14

Service facilities are normally decentralized.

Accepted Answer

A) True 
 B)False

Question 15

If the average service rate is 15 minutes per customer,and assuming the negative exponential distribution is used to describe the randomness of the service time distribution,then determine the probability that the service time will be less than or equal to 10 minutes.

Accepted Answer

A) zero 
B) 0.49 
C) 0.28 
D) 0.62 
A) zero 
B) 0.49 
C) 0.28 
D) 0.62

Question 16

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

Accepted Answer

A) Service Shrink 
B) Deming's Decline 
C) State Utility 
D) Baumol's Disease 
A) Service Shrink 
B) Deming's Decline 
C) State Utility 
D) Baumol's Disease

Question 17

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.

Accepted Answer

A) True 
 B)False

Question 18

Departmental layouts that reduce distances traveled are designed to reduce the travel times of customers when moving from one area to another.

Accepted Answer

A) True 
 B)False

Question 19

A very popular fast food restaurant is presently staffed with three cash register attendants that are taking orders.Upon entering the restaurant,customers must choose from three separate lines,each of which leads to one of the three registers.Immediately upon placing their order with the register attendant,customers are given their food and drinks by the register attendant.To analyze this situation you would use the queuing model for an infinite demand source,multiple servers,and multiple channels.

Accepted Answer

A) True 
 B)False

Question 20

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

Accepted Answer

A) True 
 B)False

In most services,customers are either directly or indirectly involved in the production of the service itself.

According to the text,the primary elements of all queuing systems include all of the following EXCEPT:

The four primary activities of concern in service response logistics are the management of:

An office setting could be an example of a departmental layout that maximizes closenessdesirability.

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

How do you calculate a firm's capacity utilization? If capacity utilization is greater than 1,what are some of the resulting impacts to the service firm?

David Maister's First Rule of Service is:

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

The three generic competitive strategies are:

Explain two service layout strategies that help to maximize customer service,server productivity,and service efficiencies which support the overall business strategy.

Service facilities are normally decentralized.

If the average service rate is 15 minutes per customer,and assuming the negative exponential distribution is used to describe the randomness of the service time distribution,then determine the probability that the service time will be less than or equal to 10 minutes.

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.

Departmental layouts that reduce distances traveled are designed to reduce the travel times of customers when moving from one area to another.

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationship

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management - Lean and Six Sigma in the Supply Chain

Domestic Usand Global Logistics

Customer Relationship Management

Global Location Decisions

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters

Exam 12: Service Response Logistics

In most services,customers are either directly or indirectly involved in the production of the service itself.

According to the text,the primary elements of all queuing systems include all of the following EXCEPT:

The four primary activities of concern in service response logistics are the management of:

An office setting could be an example of a departmental layout that maximizes closenessdesirability.

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

How do you calculate a firm's capacity utilization? If capacity utilization is greater than 1,what are some of the resulting impacts to the service firm?

David Maister's First Rule of Service is:

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

The three generic competitive strategies are:

Explain two service layout strategies that help to maximize customer service,server productivity,and service efficiencies which support the overall business strategy.

Service facilities are normally decentralized.

If the average service rate is 15 minutes per customer,and assuming the negative exponential distribution is used to describe the randomness of the service time distribution,then determine the probability that the service time will be less than or equal to 10 minutes.

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.

Departmental layouts that reduce distances traveled are designed to reduce the travel times of customers when moving from one area to another.

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationship

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management - Lean and Six Sigma in the Supply Chain

Domestic Usand Global Logistics

Customer Relationship Management

Global Location Decisions

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters