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Q:
(p. 32) The process when a company seeks to match the benefits of a successful position while maintaining its existing position by adding new features, services, and technologies into its current portfolio is called flexibility.
Q:
(p. 30-31) One of the competitive dimensions that form the competitive position of a company when planning their strategies is making the best trade-off.
Q:
Buying items at a department store where there are a large number of checkout counters features which type of queuing system line structure?
Q:
Joining a line at an airport shoeshine stand where there are five people shining shoes puts you in which type of queuing system line structure?
Q:
(p. 31) One of the competitive dimensions that form the competitive position of a company when planning their strategies is delivery speed.
Q:
In finite queuing theory, the average number in the waiting line divided by the average arrival rate yields what measure of waiting line performance?
Q:
(p. 30) One of the competitive dimensions that form the competitive position of a company when planning their strategies is cost.
Q:
In finite queuing theory, the average waiting time in line is denoted by what symbol?
Q:
(p. 28) An operations and supply chain strategy must be integrated with the organization's corporate strategy.
Q:
(p. 10) Discuss the role of efficiency and effectiveness in the creation of value.
Q:
When arrivals occur in a purely random fashion at a service facility, the distribution of the number of arrivals per unit of time forms which kind of distribution?
Q:
(p. 13) Name five common measures of operations and supply management efficiency used by Wall Street.
Q:
When arrivals occur in a purely random fashion at a service facility, what kind of distribution does a plot of interarrival times yield?
Q:
(p. 19) The use of the internet as an essential element of business activity is called what? ______________________________
Q:
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 are serviced 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. 19) What is a major industry and university program aiming to apply the latest concepts in information technology to continue to improve service productivity of technology-based organizations called? _____________________________________________
mprove service productivity of technology-based organizations.
Q:
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:
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. 19) What is a total systems approach to managing the flow of information, materials, and services from raw material suppliers through factories and warehouses to the end customer called? ________________________________
Q:
(p. 16) List five OSCM job titles.
Q:
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:
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. 6) A pipeline through which material and information flows is a conception of a _______________________.
Q:
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. 11) Value is the ratio of ___________________________. Related to efficiency and effectiveness is the concept of value, which can be metaphorically defined as quality divided by price.
Q:
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. 10) Doing something at the lowest possible cost is called: ________________. Efficiency means doing something at the lowest possible cost.
Q:
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. 6-7) Processes that are used to transform resources into products are called ________________. Operations refers to manufacturing and service processes that are used to transform the resources employed by a firm into products desired by customers.
Q:
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. 20) The ability to maintain balance in a system is referred to as _______________. Sustainability is the ability to maintain balance in a system.
Q:
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. 13) Which of the following is a measure of operations and supply management efficiency used by Wall Street?
A. Dividend payout ratio
B. Current ratio
C. Receivable turnover
D. Earnings per share growth
E. Financial leverage
Q:
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. 13) Which of the following is not a measure of operations and supply chain management efficiency used by Wall Street?
A. Inventory turnover
B. Revenue per employee
C. Receivable turnover
D. Earnings per share
E. Asset turnover
Q:
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. 9) One of the "package of features" that make up a service is:
A. Appearance
B. Facilitating goods
C. Packaging
D. Cost
E. Implied use
Q:
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. 7) Which of the following is not a way that operations and supply processes are categorized?
A. Planning
B. Return
C. Delivery
D. Selecting
E. Making
Q:
Which of the following is an example of a finite population in a queuing system?
A. People waiting to purchase fuel at a service station
B. Machines which have randomly spaced service requirements
C. People waiting in line at a tellers' window in a bank
D. Patients seeking help from a doctor in a private practice
E. Taxpayers calling for assistance from the IRS
Q:
(p. 11) Which of the following is not a characteristic that distinguishes services from goods? A. Service jobs are unskilled. B. A service is intangible. C. Services are perishable D. Services are heterogeneous E. None of the above
Q:
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. 16) Which of the following are not listed in the text as jobs in OSCM?
A. Department store manager
B. Project manager
C. Hospital administrator
D. Data Center manager
E. Call center manager
Q:
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. 21) Current issues in OSCM do not include: A. Coordinating relationships between organizations. B. Making senior management aware that OSCM can be a competitive weapon. C. The triple bottom line. D. Managing customer touch points. E. Increasing global supply chain employment.
Q:
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. 9) Which of the following are defined as core goods?
A. Chemicals
B. Airlines
C. Data storage systems
D. Hotels
E. None of the above
Q:
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 queue discipline
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. 9) The Goods-Services Continuum consists of which set of the following categories?
A. No goods, some goods, even mix, some service, no service
B. Pure goods, core goods, core services, pure services
C. No service, some service, good service, excellent service
D. Self-service, help desk service, face-to-face service, service-with-a-simle
E. None of the above
Q:
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. 7) One reason for studying operations and supply chain management (OSCM) is which of the following?
A. OSCM is essential for understanding organizational behavior
B. Most business graduates do OSCM work regardless of their job title
C. All managers should understand the basic principles that guide the design of transformation processes.
D. OSCM is a required course in all business degree programs
E. OSCM is the most rigorous business discipline
Q:
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 the slack periods
D. Train your people to be friendly
E. Periodically close the service channel to temporarily disperse the line
Q:
(p. 11) Wall Street analysts are not particularly concerned with how efficient companies are from an operations and supply management view.
Q:
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:
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. 11-12) During a recession, efficient firms often have an opportunity to increase market share while maintaining profitability.
Q:
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. 11) Investors pay close attention to efficiency and productivity measures like net income per employee because they are interested in how well the firm manages its workforce relations.
Q:
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. 11) Operations and supply chain strategy are not important issues to investors who tend to focus on growth, dividends and earnings per share.
Q:
In a practical sense, a finite line is one that is potentially very long in terms of the capacity of the serving system.
Q:
(p. 21) The mathematical results of Business Analytics are used to automate decision-making and eliminate the decision maker.
Q:
The term "queue discipline" involves the art of controlling surly and unruly customers who have become irritated by waiting.
Q:
(p. 21) "Business Analytics" involves the analysis of data through a unique combination of linear programming, game theory and queuing theory to better solve business problems.
Q:
In a waiting line situation, multiple lines occur only when there are multiple servers.
Q:
In a practical sense, an infinite queue is one that includes every possible member of the served population.
Q:
(p. 19) Science Management and Engineering aims to apply the latest concepts in information technology to continue to improve service productivity of technology-based organizations.
Q:
(p. 19) SSME is an acronym standing for "Service Sector Management Economics."
Q:
There are different queuing models to fit different queuing situations.
Q:
(p. 19) The term "electronic commerce" refers to the use of the internet as an essential element of business activity.
Q:
The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.
Q:
(p. 19) The term "electronic commerce" refers to the buying and selling of electronic products and devices.
Q:
A tellers' window in a bank is an example of a single channel, multiphase queuing system.
Q:
(p. 19) The central idea of supply chain management is to apply a total system approach to managing the flow of information, materials, and services from raw material suppliers through factories and warehouses to the end customer.
Q:
A car wash is an example of a single channel, multiphase queuing system.
Q:
(p. 19) Green and black belt programs teach six-sigma quality tools to managers at many corporations.
Q:
Best customer last is a queue discipline discussed in the textbook.
Q:
(p. 19) "Green belt" programs are coordinated public works projects aimed a placing an environmentally friendly zone around major cities.
Q:
Longest waiting time in line is a queue discipline discussed in the textbook.
Q:
(p. 21) Raising senior management awareness of OSCM as a competitive weapon is not an important issue.