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Q:
(p. 212) In the service-system design matrix, a mail contact service encounter is expected to have which of the following?
A. High sales opportunity
B. High degree of customer/server contact
C. High production efficiency
D. Low sales opportunity
E. None of the above
Q:
(p. 212) In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?
A. Low sales opportunity
B. Low production efficiency
C. High production efficiency
D. Low degree of customer/server contact
E. None of the above
Q:
(p. 212) Which of the following is an alternative possible service encounter included in the service-system design matrix?
A. Face-to-face distance
B. Internet
C. Questionnaire response
D. Automated teller (ATM)
E. Response card encounter
Q:
(p. 212) Which of the following are alternative possible service encounters included in the Service-System Design Matrix?
A. Mail contact
B. Warranty
C. Sales call
D. Field service
E. None of the above
Q:
(p. 210) Which of the following refers to the physical presence of the customer in a service system?
A. Creation of the service
B. Customer contact
C. Intermittent production
D. Continuous production
E. None of the above
Q:
(p. 211) Which of the following is a characteristic that can be used to guide the design of service systems?
A. Services cannot be inventoried
B. Services are all similar
C. Quality work means quality service
D. Services businesses are inherently entrepreneurial
E. Even service businesses have internal services
Q:
(p. 226) A company is concerned about the number of customers that have to wait for service in their customer service department. Assume the rate at which customers arrive is 12 per hour. Using the infinite queuing notion for the models presented in the textbook which of the following is the mean time between arrivals?
A. 12 minutes
B. 6 minutes
C. 2 minutes
D. 1 minutes
E. None of the above
Q:
(p. 226) For an infinite queuing situation, if the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?
A. 5 hours
B. 2.5 hours
C. 0.2 hours
D. 0.1 hours
E. None of the above
Q:
(p. 226) Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour. Using the infinite queuing notion for the models presented in the textbook which of the following is the average service time?
A. 2 hours
B. 1 hour
C. 0.5 hours
D. 0.25 hours
E. None of the above
Q:
(p. 223) Machine breakdown and repair in a twelve machine factory having three repair mechanics would develop which type of queuing system line structure concerning machine breakdowns?
A. Single channel, single phase
B. Single channel, multiphase
C. Multichannel, single phase
D. Multichannel, multiphase
E. None of the above
Q:
(p. 223) Machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns?
A. Single channel, single phase
B. Single channel, multiphase
C. Multichannel, single phase
D. Multichannel, multiphase
E. None of the above
Q:
(p. 223) A roller coaster ride in an amusement park employs which type of queuing system line structure?
A. Single channel, single phase
B. Single channel, multiphase
C. Multichannel, single phase
D. Multichannel, multiphase
E. None of the above
Q:
(p. 223) Standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is which type of queuing system line structure?
A. Single channel, single phase
B. Single channel, multiphase
C. Multichannel, single phase
D. Multichannel, multiphase
E. None of the above
Q:
(p. 223) In a college registration process, several department heads have to approve an individual student's semester course load. What is the queuing system line structure?
A. Single channel, single phase
B. Single channel, multiphase
C. Multichannel, single phase
D. Multichannel, multiphase
E. None of the above
Q:
(p. 223) Getting an autograph from a famous person might involve standing in which type of queuing line structure?
A. Single channel, single phase
B. Single channel, multiphase
C. Multichannel, single phase
D. Multichannel, multiphase
E. None of the above
Q:
(p. 223) Buying food at a large food store with multiple checkout counters features which type of queuing system line structure?
A. Single channel, single phase
B. Single channel, multiphase
C. Multichannel, single phase
D. Multichannel, multiphase
E. None of the above
Q:
(p. 223) Buying a ticket for a college football game where there are multiple windows to buy the ticket at features which type of queuing system line structure?
A. Single channel, single phase
B. Single channel, multiphase
C. Multichannel, single phase
D. Multichannel, multiphase
E. None of the above
Q:
(p. 222) Which following queue discipline is discussed in the textbook?
A. Emergencies first
B. Garner-Whitten formula
C. Newest customer first
D. Patient customers last
E. None of the above
Q:
(p. 222) Which of the following is not a queue discipline discussed in the textbook?
A. First come, first served
B. Last in, first out
C. Limited needs
D. Shortest processing time
E. Best customer first
Q:
(p. 218) Which of the following is an example of a finite population in a queuing system?
A. People waiting to place their order at a fast food restaurant
B. The departmental faculty in line at the copy machine.
C. People waiting in line at an ATM.
D. Patients seeking help in a hospital emergency room
E. Taxpayers calling for assistance from the IRS
Q:
(p. 218) In essence, a queuing system includes several major components. Which of the following is not one of them?
A. Source population
B. Servicing system
C. How the customer exits the system
D. The queue discipline
E. None of the above
Q:
(p. 217) Which of the following is not a suggestion for managing queues presented in the textbook?
A. Train your servers to be friendly
B. Segment the customers
C. Determine an acceptable waiting time for your customers
D. Inform your customers of what to expect
E. Encourage customers to come during slack periods
Q:
(p. 218) Which of the following is a suggestion for managing queues that is mentioned in the textbook?
A. Put up a serpentine lane to keep people from jumping ahead in line
B. Use humor to defuse a potentially irritating situation
C. Train your servers to be friendly
D. Assure customers that the wait is fair and inform them of the queue discipline
E. Tell people in the queue that each will be served as soon as possible
Q:
(p. 218) Which of the following are the three major components of a queuing system?
A. The source population, how customers exit the system and the queuing discipline
B. The number of servers, the service speed and the waiting line
C. The source population, how the customer exits the system and the servicing system.
D. The source population and the way customers arrive at the system, the serving systems, and how customers exit the system.
E. The service speed, the queue discipline and the waiting line
Q:
(p. 217) Which of the following is a suggestion for managing queues presented in the textbook?
A. Train your servers to be friendly
B. Tell customers that the line should encourage them to come during slack periods
C. Give each customer a number
D. Periodically close the service channel to temporarily disperse the line
E. Use humor to defuse a potentially irritating situation
Q:
(p. 217) Which of the following is not a suggestion for managing queues presented in the textbook?
A. Try to divert your customer's attention when waiting
B. Segment the customers
C. Encourage customers to come during a slack period
D. Train your servers to be friendly
E. Periodically close the service channel to temporarily disperse the line
Q:
(p. 217) Which of the following is a suggestion for managing queues that is mentioned in the textbook?
A. Put up a serpentine lane to keep people from jumping ahead in line
B. Use humor to defuse a potentially irritating situation
C. Segment the customers
D. Assure customers that the wait is fair and inform them of the queue discipline
E. Tell people in the queue that each will be served as soon as possible
Q:
(p. 216) A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. An analyst wanting to know whether to add a fourth operator or downsize to two operators would be helped by using queuing theory analysis.
Q:
(p. 216) A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. When an operator is absent, the amount of production being lost by machines waiting for service increases. The analyst can use queuing theory analysis to determine whether to pay overtime to an operator from a different shift or not.
Q:
(p. 216) A department of 25 machines is kept running by three operators who respond to randomly occurring equipment problems. An analyst who wanted to know how much production was being lost by machines waiting for service could use queuing theory analysis to find out.
Q:
(p. 218) In a practical sense, a finite population is one that potentially would form a very long line in relation to the capacity of the serving system.
Q:
(p. 222) The term "queue discipline" involves the art of controlling surly and unruly customers who have become irritated by waiting.
Q:
(p. 222) In a waiting line situation, multiple lines occur only when there are multiple servers.
Q:
(p. 219) In a practical sense, an infinite queue is one that includes every possible member of the served population.
Q:
(p. 225) There are different queuing models to fit different queuing situations.
Q:
(p. 224) The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.
Q:
(p. 223) A tellers' window in a bank is an example of a single channel, multiphase queuing system.
Q:
(p. 223) A car wash is an example of a single channel, multiphase queuing system.
Q:
(p. 223) Best customer last is a queue discipline discussed in the textbook.
Q:
(p. 223) Longest waiting time in line is a queue discipline discussed in the textbook.
Q:
(p. 223) Highest-profit customer first is a queue discipline discussed in the textbook.
Q:
(p. 222) Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.
Q:
(p. 221) The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population.
Q:
(p. 221) The demand on a hospital's emergency medical services is considered a controllable arrival pattern of the calling population.
Q:
(p. 219) The Poisson probability distribution is used in waiting line management when we are interested in the number of arrivals to a queue during some fixed time period.
Q:
(p. 218) Arrival characteristics in a queuing problem analysis include the length of the queue.
Q:
(p. 219) A constant arrival rate is more common in productive systems than a variable arrival rate.
Q:
(p. 219) A variable arrival rate is more common in waiting line management than a constant arrival rate.
Q:
(p. 219) An infinite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.
Q:
(p. 218) A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.
Q:
(p. 218) The customer arrivals in a queuing system come almost exclusively from infinite populations.
Q:
(p. 218) The customer arrivals in a queuing system come almost exclusively from finite populations.
Q:
(p. 216) Ideally in waiting line or queuing Analyze we want to balance the cost of service capacity with the cost of waiting.
Q:
(p. 216) The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.
Q:
(p. 210) The work process involved in providing the service must involve the physical presence of the customer in the system.
Q:
(p. 210) Customer contact refers to creation of the service.
Q:
(p. 211) An important aspect of service products is that they cannot be inventoried.
Q:
(p. 214) Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."
Q:
(p. 214) Poka-Yoke is roughly translated from Japanese as "Quality Management."
Q:
(p. 214) Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.
Q:
(p. 213) The "service blueprint" is a classification of services.
Q:
(p. 211) The service-system design matrix identifies six forms of service encounters.
Q:
(p. 211) The service-system design matrix identifies five alternative forms of service encounters.
Q:
(p. 211) It is difficult to separate the operations management functions from marketing in services.
Q:
(p. 211) Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.
Q:
(p. 210) A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.
Q:
(p. 211) The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.
Q:
(p. 211) Services often take the form of repeated encounters involving face-to-face interactions.
Q:
(p. 211) Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel.
Q:
(p. 181) Describe the implications of the product-process matrix for process design in a competitive situation.
Q:
(p. 186) You have just determined the actual number of workstations that will be used on an assembly line to be 25 using the assembly-line balancing procedure. The cycle time of the line is 30 seconds and the sum of all that tasks required on the line is 10 minutes. What is the line's efficiency? ________________________________
Q:
(p. 186) Using the assembly-line balancing procedure, which of the following is the theoretical minimum number of workstations if the task times for the six tasks that make up the job are 7, 4, 7, 5, 3 and 6 minutes, and the cycle time is 8 minutes? ______________________________________
Q:
(p. 185) Using the assembly-line balancing procedure, what is the required cycle time if the production time in minutes per day is 2,400 and the required output per day in units is 1,200? _________________________________
Q:
(p. 180) Give an example of a project layout. ______________________
Q:
(p. 204) Assume a fixed cost for a process of $100,000. The variable cost to produce each unit of product is $10, and the selling price for the finished product is $50. Ignoring inventory, how many units must the firm sell to break-even? ______________________
Q:
(p. 178) The formula (Inventory = Throughput rate Flow time.) is known as what? ___________________
Q:
(p. 178) According to Little's law, which of the following can be used to estimate work-in-process inventory? A. Process time/Cycle time B. Throughput rate times Flow time C. Process velocity/Flow time D. Set up time/Throughput rate E. Value added time/Process velocity
Q:
(p. 178) According to Little's Law, which of the following ratios is used to find throughput rate?
A. Cycle time/Process time
B. Throughput time/Process velocity
C. Process velocity/Throughput time
D. Inventory/Flow time
E. Value added time/Process velocity
Q:
(p. 181-184) The placement of which of the following is not determined by production process organization decisions?
A. Departments
B. Workgroups
C. Workstations
D. Machines
E. Emergency exits
Q:
(p. 180) Which of the following basic types of process structures is one which similar equipment or functions are grouped together?
A. Project
B. Workcenter
C. Manufacturing cell
D. Assembly line
E. Continuous process