Question 1

Which of the following is not a characteristic of a service?

Accepted Answer

A) Tangible 
B) Variable output 
C) Difficult to emulate 
D) Perishable 
A) Tangible 
B) Variable output 
C) Difficult to emulate 
D) Perishable

Question 2

As the level of service improves in a waiting line system the cost of service usually increases.

Accepted Answer

A) True 
 B)False

Question 3

Service quality in waiting line systems sometimes depends on the psychology of waiting.

Accepted Answer

A) True 
 B)False

Question 4

A service counter employs two servers.On average,a server requires 8 minutes to process a customer and service times follow an exponential distribution.Customers arrive at the counter at the rate of 12 per hour according to a Poisson distribution.The probability that there are no customers in the system is

Accepted Answer

A) 0.800 
B) 0.536 
C) 0.369 
D) 0.111 
A) 0.800 
B) 0.536 
C) 0.369 
D) 0.111

Question 5

The service concept also defines how a service differs from other similar products and how it will compete in the marketplace.

Accepted Answer

A) True 
 B)False

Question 6

The ______________ refers to the order in which waiting customers are served.

Accepted Answer

A) calling population 
B) queue discipline 
C) number of channels 
D) service rate 
A) calling population 
B) queue discipline 
C) number of channels 
D) service rate

Question 7

Waiting line analysis should be applied only to situations with an infinite calling population.

Accepted Answer

A) True 
 B)False

Question 8

If service times are exponentially distributed then service rates are normally distributed.

Accepted Answer

A) True 
 B)False

Question 9

Consider an espresso stand with a single barista.Customers arrive to the stand at the rate of 28 per hour according to a Poisson distribution.Service times are exponentially distributed with a service rate of 35 customers per minute.If the arrival rate remains at 28 customers per hour and the stand's manager wants to have the average time a customer spends in the system (i.e. ,wait time and service time)to be a maximum of 6 minutes on average,then the service rate must

Accepted Answer

A) decrease by 2 to 33 customers per hour. 
B) decrease by 3 to 32 customers per hour. 
C) increase by 3 to 38 customers per hour. 
D) increase by 2 to 37 customers per hour. 
A) decrease by 2 to 33 customers per hour. 
B) decrease by 3 to 32 customers per hour. 
C) increase by 3 to 38 customers per hour. 
D) increase by 2 to 37 customers per hour.

Question 10

The negative exponential distribution is the probability distribution most commonly used to describe service times.

Accepted Answer

A) True 
 B)False

Question 11

A waiting line system is said to have a finite calling population if the size of the population of customers from which arrivals originate is known.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is not a basic element of a waiting line?

Accepted Answer

A) arrivals 
B) servers 
C) cost of waiting 
D) waiting line structure 
A) arrivals 
B) servers 
C) cost of waiting 
D) waiting line structure

Question 13

Consider an espresso stand with a single barista.Customers arrive at the stand at the rate of 28 per hour according to a Poisson distribution.Service times are exponentially distributed with a service rate of 35 customers per hour.The average time in minutes a customer spends waiting in line for service is

Accepted Answer

A) 0.114 minute. 
B) 0.143 minute. 
C) 6.84 minutes. 
D) 8.58 minutes. 
A) 0.114 minute. 
B) 0.143 minute. 
C) 6.84 minutes. 
D) 8.58 minutes.

Question 14

A small diner has one employee and a counter with seating for 8 customers.The diner does not package food for take out.Customers arrive at the diner at the rate of 20 per hour (Poisson distributed).Service times are exponentially distributed and average 24 per hour.Customers that arrive when all seats are taken do not enter the diner.What is the probability that the diner is full and an arriving customer does not enter?

Accepted Answer

A) 0.8333 
B) 0.1667 
C) 0.2067 
D) 0.0481 
A) 0.8333 
B) 0.1667 
C) 0.2067 
D) 0.0481

Question 15

The constant average values of operating characteristics a system attains after a long time is referred to as a steady state.

Accepted Answer

A) True 
 B)False

Question 16

A small diner has one employee and a counter with seating for 8 customers.The diner does not package food for takeout.Customers arrive at the diner at the rate of 20 per hour (Poisson distributed).Service times are exponentially distributed and average 24 per hour.Customers that arrive when all seats are taken do not enter the diner.What is the average number of customers waiting (average queue length)?

Accepted Answer

A) 2.0432 
B) 2.8364 
C) 3.9785 
D) 5.9782 
A) 2.0432 
B) 2.8364 
C) 3.9785 
D) 5.9782

Question 17

A single waiting line model can be applied to every type of waiting line system.

Accepted Answer

A) True 
 B)False

Question 18

In general,as the number of servers in a waiting line system increases,

Accepted Answer

A) service cost increases and waiting cost decreases. 
B) service cost decreases and waiting cost increases. 
C) both service cost and waiting cost increase. 
D) both service cost and waiting cost decrease. 
A) service cost increases and waiting cost decreases. 
B) service cost decreases and waiting cost increases. 
C) both service cost and waiting cost increase. 
D) both service cost and waiting cost decrease.

Question 19

Service design and improvement techniques cannot be applied to societal problems such as education,healthcare,and government services.

Accepted Answer

A) True 
 B)False

Question 20

When designing a service,performance specifications are converted into design specifications,and finally,delivery specifications,

Accepted Answer

A) True 
 B)False

Which of the following is not a characteristic of a service?

As the level of service improves in a waiting line system the cost of service usually increases.

Service quality in waiting line systems sometimes depends on the psychology of waiting.

The service concept also defines how a service differs from other similar products and how it will compete in the marketplace.

The ______________ refers to the order in which waiting customers are served.

Waiting line analysis should be applied only to situations with an infinite calling population.

If service times are exponentially distributed then service rates are normally distributed.

The negative exponential distribution is the probability distribution most commonly used to describe service times.

A waiting line system is said to have a finite calling population if the size of the population of customers from which arrivals originate is known.

Which of the following is not a basic element of a waiting line?

The constant average values of operating characteristics a system attains after a long time is referred to as a steady state.

A single waiting line model can be applied to every type of waiting line system.

In general,as the number of servers in a waiting line system increases,

Service design and improvement techniques cannot be applied to societal problems such as education,healthcare,and government services.

When designing a service,performance specifications are converted into design specifications,and finally,delivery specifications,

Introduction to Operations and Supply Chain Management

Supplement Operational Decision-Making Tools: Decision Analysis

Quality Management

Statistical Process Control

Supplement Operational Decision-Making Tools: Acceptance Sampling

Product Design

Processes and Technology

Capacity and Facilities

Supplement Operational Decision-Making Tools: Facility Location Models

Human Resources

Supplement Operational Decision-Making Tools: Work Measurement

Project Management

Supply Chain Management Strategy and Design

Global Supply Chain Procurement and Distribution

Supplement Operational Decision-Making Tools: Transportation and Transshipment Models

Forecasting

Inventory Management

Supplement Operational Decision-Making Tools: Simulation

Sales and Operations Planning

Supplement Operational Decision-Making Tools: Linear Programming

Enterprise Resource Planning

Lean Systems

Scheduling

Filters

Exam 7: Service Design

Which of the following is not a characteristic of a service?

As the level of service improves in a waiting line system the cost of service usually increases.

Service quality in waiting line systems sometimes depends on the psychology of waiting.

The service concept also defines how a service differs from other similar products and how it will compete in the marketplace.

The ______________ refers to the order in which waiting customers are served.

Waiting line analysis should be applied only to situations with an infinite calling population.

If service times are exponentially distributed then service rates are normally distributed.

The negative exponential distribution is the probability distribution most commonly used to describe service times.

A waiting line system is said to have a finite calling population if the size of the population of customers from which arrivals originate is known.

Which of the following is not a basic element of a waiting line?

The constant average values of operating characteristics a system attains after a long time is referred to as a steady state.

A single waiting line model can be applied to every type of waiting line system.

In general,as the number of servers in a waiting line system increases,

Service design and improvement techniques cannot be applied to societal problems such as education,healthcare,and government services.

When designing a service,performance specifications are converted into design specifications,and finally,delivery specifications,

Introduction to Operations and Supply Chain Management

Supplement Operational Decision-Making Tools: Decision Analysis

Quality Management

Statistical Process Control

Supplement Operational Decision-Making Tools: Acceptance Sampling

Product Design

Processes and Technology

Capacity and Facilities

Supplement Operational Decision-Making Tools: Facility Location Models

Human Resources

Supplement Operational Decision-Making Tools: Work Measurement

Project Management

Supply Chain Management Strategy and Design

Global Supply Chain Procurement and Distribution

Supplement Operational Decision-Making Tools: Transportation and Transshipment Models

Forecasting

Inventory Management

Supplement Operational Decision-Making Tools: Simulation

Sales and Operations Planning

Supplement Operational Decision-Making Tools: Linear Programming

Enterprise Resource Planning

Lean Systems

Scheduling

Filters