Question 1

As a manager of a queuing system,what are some important system details you'd like to know about in order to manage the system effectively?

Accepted Answer

The answer of As a manager of a queuing system,what...

Question 2

All of the following are included in the five dimensions of service quality EXCEPT:

Accepted Answer

A)  Reliability 
B)  Responsiveness 
C)  Reasonability 
D)  Assurance

Question 3

Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.

Accepted Answer

A) True 
 B)False

Question 4

First-come-first-served is an example of a(n):

Accepted Answer

A)  queue discipline 
B)  unfair waiting policy 
C)  channel queuing arrangement 
D)  single-phase queue design

Question 5

What are three key differences between goods and services industries/organizations?

Accepted Answer

The answer of What are three key differences between goods...

Question 6

The average transaction at an automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,how many customers are there in line? (Choose the closest answer.)

Accepted Answer

A)  4.000 Customers 
B)  0.300 Customers 
C)  3.000 Customers 
D)  0.375 Customers

Question 7

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

The answer of How do you calculate a firm's capacity...

Question 8

The average transaction at a single channel,single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,what is the server utilization? (Choose the closest answer.)

Accepted Answer

A)  0.167 
B)  0.75 
C)  0.125 
D)  1.33

Question 9

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

Question 10

Which of the following strategies is being followed by a company that is based on creating a service that is considered to offer unique service elements for which customers may consider paying higher prices?

Accepted Answer

A)  Focus Strategy 
B)  Differentiation Strategy 
C)  Cost Leadership Strategy 
D)  Exclusivity Strategy

Question 11

Long-term customer satisfaction,especially in the face of service failures,requires organizations to empower front-line service personnel to identify problems and then provide solutions quickly and an empathetic way.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?

Accepted Answer

A)  Utilizing fewer facilitating products 
B)  Utilizing technological tools like computers and automated systems 
C)  Cross-training and sharing employees 
D)  Using customers to provide services

Question 13

In order to maximize customer satisfaction/visits,service organizations must be able to identify customer needs,create systems that can quickly satisfy these needs in a cost-effective manner,hire,train,and schedule service representatives effectively,utilize technology effectively,and conveniently locate service facilities.

Accepted Answer

A) True 
 B)False

Question 14

Service facilities are normally decentralized.

Accepted Answer

A) True 
 B)False

Exam 12: Service Response Logistics

As a manager of a queuing system,what are some important system details you'd like to know about in order to manage the system effectively?

All of the following are included in the five dimensions of service quality EXCEPT:

Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.

First-come-first-served is an example of a(n) :

What are three key differences between goods and services industries/organizations?

The average transaction at an automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,how many customers are there in line? (Choose the closest answer.)

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?

The average transaction at a single channel,single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,what is the server utilization? (Choose the closest answer.)

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

Which of the following strategies is being followed by a company that is based on creating a service that is considered to offer unique service elements for which customers may consider paying higher prices?

Long-term customer satisfaction,especially in the face of service failures,requires organizations to empower front-line service personnel to identify problems and then provide solutions quickly and an empathetic way.

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?

Service facilities are normally decentralized.