Question 1

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.

Accepted Answer

FALE

Question 2

Services often take the form of repeated encounters involving face-to-face interactions.

Accepted Answer

TRUE

Question 3

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.

Accepted Answer

TRUE

Question 4

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

Accepted Answer

FALSE

Question 5

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Accepted Answer

FALSE

Question 6

It is difficult to separate the operations management functions from marketing in services.

Accepted Answer

TRUE

Question 7

The service-system design matrix identifies five alternative forms of service encounters.

Accepted Answer

FALSE

Question 8

The service-system design matrix identifies six forms of service encounters.

Accepted Answer

TRUE

Question 9

The \"service blueprint\" is a classification of services.

Accepted Answer

FALSE

Question 10

Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.

Accepted Answer

TRUE

Question 11

Poka-Yoke is roughly translated from Japanese as \"Quality Management.\"

Accepted Answer

FALSE

Question 12

Poka-Yoke is roughly translated from Japanese as \"Avoid Mistakes.\"

Accepted Answer

TRUE

Question 13

An important aspect of service products is that they cannot be inventoried.

Accepted Answer

TRUE

Question 14

Customer contact refers to creation of the service.

Accepted Answer

FALSE

Question 15

The work process involved in providing the service must involve the physical presence of the customer in the system.

Accepted Answer

FALSE

Question 16

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.

Accepted Answer

TRUE

Question 17

Ideally in waiting line or queuing Analyze we want to balance the cost of service capacity with the cost of waiting.

Accepted Answer

TRUE

Question 18

The customer arrivals in a queuing system come almost exclusively from finite populations.

Accepted Answer

FALSE

Question 19

The customer arrivals in a queuing system come almost exclusively from infinite populations.

Accepted Answer

FALSE

Question 20

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.

Accepted Answer

FALSE

Question 21

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.

Accepted Answer

TRUE

Question 22

A variable arrival rate is more common in waiting line management than a constant arrival rate.

Accepted Answer

TRUE

Question 23

A constant arrival rate is more common in productive systems than a variable arrival rate.

Accepted Answer

FALSE

Question 24

Arrival characteristics in a queuing problem analysis include the length of the queue.

Accepted Answer

FALSE

Question 25

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.

Accepted Answer

TRUE

Question 26

The demand on a hospital\'s emergency medical services is considered a controllable arrival pattern of the calling population.

Accepted Answer

FALSE

Question 27

The demand on a hospital\'s emergency medical services is considered an uncontrollable arrival pattern of the calling population.

Accepted Answer

TRUE

Question 28

Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.

Accepted Answer

FALSE

Question 29

Highest-profit customer first is a queue discipline discussed in the textbook.

Accepted Answer

TRUE

Question 30

Longest waiting time in line is a queue discipline discussed in the textbook.

Accepted Answer

TRUE

Question 31

Best customer last is a queue discipline discussed in the textbook.

Accepted Answer

FALSE

Question 32

A car wash is an example of a single channel, multiphase queuing system.

Accepted Answer

TRUE

Question 33

A tellers\' window in a bank is an example of a single channel, multiphase queuing system.

Accepted Answer

FALSE

Question 34

The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.

Accepted Answer

FALSE

Question 35

There are different queuing models to fit different queuing situations.

Accepted Answer

TRUE

Question 36

In a practical sense, an infinite queue is one that includes every possible member of the served population.

Accepted Answer

FALSE

Question 37

In a waiting line situation, multiple lines occur only when there are multiple servers.

Accepted Answer

FALSE

Question 38

The term \"queue discipline\" involves the art of controlling surly and unruly customers who have become irritated by waiting.

Accepted Answer

FALSE

Question 39

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.

Accepted Answer

FALSE

Question 40

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.

Accepted Answer

TRUE

Question 41

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.

Accepted Answer

TRUE

Question 42

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.

Accepted Answer

TRUE

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