Question 1

Queue discipline specifies the order in which waiting customers are served.

Accepted Answer

A) True 
 B)False

Question 2

An airline is an example of a

Accepted Answer

A) service factory. 
B) mass service. 
C) service shop. 
D) professional service. 
A) service factory. 
B) mass service. 
C) service shop. 
D) professional service.

Question 3

If the average time to serve a customer is 3 minutes,then the service rate,µ,is

Accepted Answer

A) 3 per hour. 
B) 12 per hour. 
C) 16 per hour. 
D) 20 per hour. 
A) 3 per hour. 
B) 12 per hour. 
C) 16 per hour. 
D) 20 per hour.

Question 4

In general,as the level of service improves,the cost of service increases.

Accepted Answer

A) True 
 B)False

Question 5

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 number of customers in the system (i.e. ,waiting and being served)is

Accepted Answer

A) 4.0 
B) 3.8 
C) 3.2 
D) 2.0 
A) 4.0 
B) 3.8 
C) 3.2 
D) 2.0

Question 6

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 number of customers waiting in line for service is

Accepted Answer

A) 4.0 
B) 3.8 
C) 3.5 
D) 3.2 
A) 4.0 
B) 3.8 
C) 3.5 
D) 3.2

Question 7

It is widely accepted that the effective design and the efficient operation of services are critical to the health of the U.S.economy.

Accepted Answer

A) True 
 B)False

Question 8

A grocery store is an example of a

Accepted Answer

A) service factory. 
B) mass service. 
C) service shop. 
D) professional service. 
A) service factory. 
B) mass service. 
C) service shop. 
D) professional service.

Question 9

A teacher is an example of a

Accepted Answer

A) service factory. 
B) mass service. 
C) service shop. 
D) professional service. 
A) service factory. 
B) mass service. 
C) service shop. 
D) professional service.

Question 10

The tradeoff between the cost of improved service and the cost of making customers wait provides the basis of waiting line analysis.

Accepted Answer

A) True 
 B)False

Question 11

The number of channels in a queuing process

Accepted Answer

A) denotes the number of servers in sequence a customer must go through. 
B) denotes the size of the calling population. 
C) denotes the number of parallel servers for servicing arriving customers. 
D) denotes the average queue length. 
A) denotes the number of servers in sequence a customer must go through. 
B) denotes the size of the calling population. 
C) denotes the number of parallel servers for servicing arriving customers. 
D) denotes the average queue length.

Question 12

What are the basic elements of a waiting line? Define each.

Accepted Answer

The basic elements of a waitin

Question 13

The number of parallel servers in waiting line analysis is referred to as the number of phases.

Accepted Answer

A) True 
 B)False

Question 14

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 probability that there are exactly 3 customers in the system is

Accepted Answer

A) 0.0000 
B) 0.1024 
C) 0.4096 
D) 0.5120 
A) 0.0000 
B) 0.1024 
C) 0.4096 
D) 0.5120

Question 15

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 an arriving customer must wait for service is

Accepted Answer

A) 0.7111 
B) 0.8000 
C) 0.8576 
D) 0.9327 
A) 0.7111 
B) 0.8000 
C) 0.8576 
D) 0.9327

Question 16

Service processes can be classified by the degree of labor intensity and customization.

Accepted Answer

A) True 
 B)False

Question 17

The service-process matrix is based on two characteristics: labor intensity and volume.

Accepted Answer

A) True 
 B)False

Question 18

How can psychology be used to improve waiting lines? Provide an example.

Accepted Answer

In some instances,it is not possible to

Question 19

In general,services are acts,deeds,or performances that provide a customer time,place,form,or psychological utility.

Accepted Answer

A) True 
 B)False

Question 20

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 average number of customers waiting to be served would be

Accepted Answer

A) 4.444 
B) 2.844 
C) 1.600 
D) 0.893 
A) 4.444 
B) 2.844 
C) 1.600 
D) 0.893

Exam 7: Service Design

Queue discipline specifies the order in which waiting customers are served.

An airline is an example of a

If the average time to serve a customer is 3 minutes,then the service rate,µ,is

In general,as the level of service improves,the cost of service increases.

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 number of customers waiting in line for service is

It is widely accepted that the effective design and the efficient operation of services are critical to the health of the U.S.economy.

A grocery store is an example of a

A teacher is an example of a

The tradeoff between the cost of improved service and the cost of making customers wait provides the basis of waiting line analysis.

The number of channels in a queuing process

What are the basic elements of a waiting line? Define each.

The number of parallel servers in waiting line analysis is referred to as the number of phases.

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 probability that there are exactly 3 customers in the system is

Service processes can be classified by the degree of labor intensity and customization.

The service-process matrix is based on two characteristics: labor intensity and volume.

How can psychology be used to improve waiting lines? Provide an example.

In general,services are acts,deeds,or performances that provide a customer time,place,form,or psychological utility.

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

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