Chapter 05 - Service Processes Chapter 05 Service Processes Learning Objectives for Chapter 5 1. Describe the characteristics of service processes and how they differ from manufacturing processes. 2. Classify service processes. 3. Explain service blueprinting. 4. Understand waiting line (queuing) analysis. 5. Model some common waiting line situation and estimate server utilization, the length of a waiting line, and average customer wait time. True / False Questions 1. A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system. True False 2. The service-system design matrix identifies seven different degrees of customer/service contact. True False 5-1
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Chapter 05 - Service Processes
Chapter 05Service Processes
Learning Objectives for Chapter 5
1. Describe the characteristics of service processes and how they differ from manufacturing processes.
2. Classify service processes.3. Explain service blueprinting.4. Understand waiting line (queuing) analysis.5. Model some common waiting line situation and estimate server
utilization, the length of a waiting line, and average customer wait time.
True / False Questions
1. A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system. True False
2. The service-system design matrix identifies seven different degrees of customer/service contact. True False
5-1
Chapter 05 - Service Processes
3. An important aspect of service products is that they can not be inventoried. True False
4. Customer contact refers to creation of the service. True False
5. The work process involved in providing the service involves the physical presence of the customer in the system. True False
6. A central problem in many service settings is the management of waiting time—the trade-off decision balancing the costs of additional service channels against the costs of waiting. True False
7. Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting. True False
5-2
Chapter 05 - Service Processes
8. The customer arrivals in a queuing system come almost exclusively from finite populations. True False
9. The customer arrivals in a queuing system come almost exclusively from infinite populations. True False
10. A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities. True False
11. An infinite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities. True False
12. A variable arrival rate is more common in waiting line management than a constant arrival rate. True False
13. A constant arrival rate is more common in waiting line management than a variable arrival rate. True False
14. Arrival characteristics in a queuing problem include the length of the queue. True False
5-3
Chapter 05 - Service Processes
15. 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. True False
16. The demand on a hospital's emergency medical services is considered a controllable arrival pattern of the calling population. True False
17. The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population. True False
18. Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems. True False
19. Highest-profit customer first is a queue discipline mentioned in the textbook. True False
20. Longest waiting time in line is a queue discipline mentioned in the textbook. True False
21. Best customer last is a queue discipline discussed in the textbook. True False
22. A car wash is an example of a single channel, multiphase queuing system. True False
5-4
Chapter 05 - Service Processes
23. A tellers' window in a bank is an example of a single channel, multiphase queuing system. True False
24. The admissions system in a hospital for patients is an example of a single channel, single phase queuing system. True False
25. There are different queuing models to fit different queuing situations. True False
26. In a practical sense, an infinite queue is one that includes every possible member of the served population. True False
27. In a waiting line situation, multiple lines occur only when there are multiple servers. True False
28. The term "queue discipline" involves the art of controlling unruly customers who have become irritated by waiting. True False
29. In a practical sense, a finite line is one that is potentially very long in terms of the capacity of the serving system. True False
5-5
Chapter 05 - Service Processes
30. 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 to find out. True False
31. 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 to determine whether to pay overtime to an operator from a different shift or not. True False
32. 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. True False
33. An internet company that facilitates customers contact with each other is a kind of virtual service. True False
34. In a virtual service operations management is challenged to provide a policing function through monitoring customer encounters. True False
35. In a virtual service operations management's only challenge is to keep the technology functioning and up to date. True False
5-6
Chapter 05 - Service Processes
36. The standard tool for process design, whether in services or manufacturing, is the flow chart. True False
37. In service blueprinting the line of visibility refers to things that the service process designer did not foresee when conceiving the process. True False
38. In service blueprinting poka-yokes are procedures that block mistakes from becoming service defects. True False
39. The line of visibility in service blueprinting distinguishes between those activities that the customer sees presence and those the customer does not see. True False
Multiple Choice Questions
40. Which of the following refers to the physical presence of the customer in a service system? A. Creation of the serviceB. Customer contactC. Intermittent productionD. Continuous productionE. None of the above
5-7
Chapter 05 - Service Processes
41. Which of the following are alternative possible degrees of customer contact included in the Service-System Design Matrix? A. MailB. WarrantyC. Sales callD. Field serviceE. None of the above
42. Which of the following is a degree of customer/server contact included in the service-system design matrix? A. Face-to-face distanceB. InternetC. Questionnaire responseD. Automated teller (ATM)E. Response card encounter
43. 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 opportunityB. Low production efficiencyC. High production efficiencyD. Low degree of customer/server contactE. None of the above
44. In the service-system design matrix, a mail contact service encounter is expected to have which of the following? A. High sales opportunityB. High degree of customer/server contactC. Low production efficiencyD. Low sales opportunityE. None of the above
5-8
Chapter 05 - Service Processes
45. In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following? A. Low sales opportunityB. Low production efficiencyC. High production efficiencyD. Low degree of customer/server contactE. None of the above
46. In the service-system design matrix, an internet and on-site technology service encounter is expected to have which of the following? A. High sales opportunityB. High degree of customer/server contactC. Low production efficiencyD. High production efficiencyE. None of the above
47. 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 lineB. Use humor to defuse a potentially irritating situationC. Segment the customersD. Assure customers that the wait is fair and inform them of the queue disciplineE. Tell people in the queue that each will be served as soon as possible
48. Which of the following is not a suggestion for managing queues presented in the textbook? A. Try to divert your customer's attention when waitingB. Segment the customersC. Encourage customers to come during the slack periodsD. Train your people to be friendlyE. Periodically close the service channel to temporarily disperse the line
5-9
Chapter 05 - Service Processes
49. Which of the following is not a suggestion for managing queues presented in the textbook? A. Train your servers to be friendlyB. Try to divert your customer's attention when waitingC. Determine an acceptable waiting time for your customersD. Inform your customers of what to expectE. Encourage customers to come during slack periods
50. Which of the following is a suggestion for managing queues presented in the textbook? A. Train your servers to be friendlyB. Tell customers that the line should encourage them to come during slack periodsC. Give each customer a numberD. Periodically close the service channel to temporarily disperse the lineE. Use humor to defuse a potentially irritating situation
51. Which of the following are the two major components of a queuing system? A. The source population and the queuing disciplineB. The number of servers and the waiting lineC. The source population and the condition of the customer exiting the systemD. The queue discipline and the waiting lineE. The service speed and the waiting line
52. Which of the following is an example of a finite population in a queuing system? A. People waiting to purchase fuel at a service stationB. Machines which have randomly spaced service requirementsC. People waiting in line at a tellers' window in a bankD. Patients seeking help from a doctor in a private practiceE. Taxpayers calling the IRS for assistance
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Chapter 05 - Service Processes
53. Which of the following is not a queue discipline mentioned in the textbook? A. First come, first servedB. Last in, first outC. Limited needsD. Shortest processing timeE. Best customer first
54. Which of the following queue discipline is mentioned in the textbook? A. First in, first outB. Garner-Whitten formulaC. Soonest promise dateD. Patient customers lastE. Anxious customers first
55. 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 phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
56. Buying food at a large food store with multiple checkout counters features which type of queuing system line structure? A. Single channel, single phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
5-11
Chapter 05 - Service Processes
57. Getting an autograph from a famous person might involve standing in which type of queuing line structure? A. Single channel, single phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
58. 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 phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
59. Standing in line to buy a ticket for a movie where there is only one window to buy tickets is which type of queuing system Line Structure? A. Single channel, single phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
60. A roller coaster ride in an amusement park employs which type of queuing system line structure? A. Single channel, single phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
5-12
Chapter 05 - Service Processes
61. 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 phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
62. 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 phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
63. 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 hoursB. 1 hourC. 0.5 hoursD. 0.25 hoursE. None of the above
64. If the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals? A. 28 minutesB. 20 minutesC. 12 minutesD. 6 minutesE. None of the above
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Chapter 05 - Service Processes
65. 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 minutesB. 6 minutesC. 2 minutesD. 1 minutesE. Can not be determined
66. An example of a virtual service is which of the following? A. A pizza delivery serviceB. Purchasing a flower arrangement over the internetC. An on-line dating serviceD. Ordering a specially-configured computer on-lineE. None of the above
67. A service blueprint is not which of the following? A. A standard tool for service process designB. A process flowchartC. A diagram that distinguishes between different levels of customer contactD. A service encounter that conforms to specificationsE. A tool that enumerates all the steps in a service process
68. Which of the following are not examples of poka-yokes described in the text? A. Height bars at amusement parksB. Chains to configure waiting linesC. Take-a-number systemsD. Mirrors on telephonesE. Tear-out cards in magazines
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Chapter 05 - Service Processes
Fill in the Blank Questions
69. In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?" ______________________ ________________________________________
70. When arrivals occur in a purely random fashion at a service facility, what kind of distribution does a plot of inter-arrival times yield? __________________ ________________________________________
71. 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? _____________ ________________________________________
Short Answer Questions
72. In finite queuing theory, the average waiting time in line is denoted by what symbol? _________________
Fill in the Blank Questions
73. In finite queuing theory, the average number in the waiting line divided by the average arrival rate yields what measure of waiting line performance? ________________________________________
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Chapter 05 - Service Processes
74. 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? ______________________ ________________________________________
75. Buying items at a department store where there are a large number of checkout counters features which type of queuing system line structure? _____________________ ________________________________________
76. Getting a flu shot from the one campus nurse that is on duty might involve standing in which type of queuing line structure? ___________________________________ ________________________________________
77. In getting your first driver's license, several steps had to be taken. First, you took the written test. Then you took the driving test. Then your photograph was taken and the license made. What was the queuing system line structure in the Department of Motor Vehicles? ______________________________________ ________________________________________
78. Standing in line to buy tickets for a basketball game where there are multiple windows to buy tickets involves which type of queuing system Line Structure? ______________________________________ ________________________________________
79. A single toll booth on a one-lane bridge is which type of queuing system line structure? ____________________________ ________________________________________
80. A procedure that keeps a mistake from happening in a service operations is called what? ____________________________ ________________________________________
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Chapter 05 - Service Processes
81. In a virtual service what kind of customer contact enables customers to interact with one another in an open environment? ____________________________ ________________________________________
82. How are poka-yokes used differently in services than in manufacturing? ____________________________ ________________________________________
Essay Questions
83. How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require?
84. How are people waiting in queues in service operations similar to inventories in manufacturing and in what ways are they different?
85. How are customer arrivals drawn from finite and infinite populations distinguished?
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Chapter 05 - Service Processes
Chapter 05 Service Processes Answer Key
True / False Questions
1. A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
2. The service-system design matrix identifies seven different degrees of customer/service contact. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
3. An important aspect of service products is that they can not be inventoried. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 1Taxonomy: KnowledgeTopic: An Operational Classification of Services
5-18
Chapter 05 - Service Processes
4. Customer contact refers to creation of the service. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 1Taxonomy: KnowledgeTopic: An Operational Classification of Services
5. The work process involved in providing the service involves the physical presence of the customer in the system. FALSE
AACSB: AnalyticDifficulty: MediumLearning Objective: 1Taxonomy: KnowledgeTopic: An Operational Classification of Services
6. A central problem in many service settings is the management of waiting time—the trade-off decision balancing the costs of additional service channels against the costs of waiting. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
7. Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
5-19
Chapter 05 - Service Processes
8. The customer arrivals in a queuing system come almost exclusively from finite populations. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
9. The customer arrivals in a queuing system come almost exclusively from infinite populations. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
10. A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities. FALSE
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
11. An infinite population in waiting line management refers to a population that is large enough in relation to the service system so that the population size caused by subtraction or additions to the population does not significantly affect the system probabilities. TRUE
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
5-20
Chapter 05 - Service Processes
12. A variable arrival rate is more common in waiting line management than a constant arrival rate. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
13. A constant arrival rate is more common in waiting line management than a variable arrival rate. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
14. Arrival characteristics in a queuing problem include the length of the queue. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
15. 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. TRUE
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
5-21
Chapter 05 - Service Processes
16. The demand on a hospital's emergency medical services is considered a controllable arrival pattern of the calling population. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
17. The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
18. Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
19. Highest-profit customer first is a queue discipline mentioned in the textbook. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
5-22
Chapter 05 - Service Processes
20. Longest waiting time in line is a queue discipline mentioned in the textbook. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
21. Best customer last is a queue discipline discussed in the textbook. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
22. A car wash is an example of a single channel, multiphase queuing system. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
23. A tellers' window in a bank is an example of a single channel, multiphase queuing system. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
5-23
Chapter 05 - Service Processes
24. The admissions system in a hospital for patients is an example of a single channel, single phase queuing system. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
25. There are different queuing models to fit different queuing situations. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
26. In a practical sense, an infinite queue is one that includes every possible member of the served population. FALSE
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: Infinite queueTopic: The Queuing System
27. In a waiting line situation, multiple lines occur only when there are multiple servers. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
5-24
Chapter 05 - Service Processes
28. The term "queue discipline" involves the art of controlling unruly customers who have become irritated by waiting. FALSE
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
29. In a practical sense, a finite line is one that is potentially very long in terms of the capacity of the serving system. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
30. 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 to find out. TRUE
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
5-25
Chapter 05 - Service Processes
31. 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 to determine whether to pay overtime to an operator from a different shift or not. TRUE
AACSB: AnalyticDifficulty: HardLearning Objective: 4Taxonomy: ApplicationTopic: The Queuing System
32. 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. TRUE
AACSB: AnalyticDifficulty: HardLearning Objective: 4Taxonomy: ApplicationTopic: The Queuing System
33. An internet company that facilitates customers contact with each other is a kind of virtual service. TRUE
34. In a virtual service operations management is challenged to provide a policing function through monitoring customer encounters. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 1Taxonomy: KnowledgeTopic: An Operational Classification of Services
5-26
Chapter 05 - Service Processes
35. In a virtual service operations management's only challenge is to keep the technology functioning and up to date. FALSE
AACSB: AnalyticDifficulty: EasyLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
36. The standard tool for process design, whether in services or manufacturing, is the flow chart. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 1Learning Objective: 3Taxonomy: KnowledgeTopic: An Operational Classification of Services, Service Blueprinting and Fail-Saifing
37. In service blueprinting the line of visibility refers to things that the service process designer did not foresee when conceiving the process. FALSE
38. In service blueprinting poka-yokes are procedures that block mistakes from becoming service defects. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 3Taxonomy: KnowledgeTopic: Service Blue Printing and Fail-Safing
5-27
Chapter 05 - Service Processes
39. The line of visibility in service blueprinting distinguishes between those activities that the customer sees presence and those the customer does not see. TRUE
AACSB: AnalyticDifficulty: EasyLearning Objective: 3Taxonomy: KnowledgeTopic: Service Blue Printing and Fail-Saifing
Multiple Choice Questions
40. Which of the following refers to the physical presence of the customer in a service system? A. Creation of the serviceB. Customer contactC. Intermittent productionD. Continuous productionE. None of the above
AACSB: AnalyticDifficulty: EasyLearning Objective: 1Taxonomy: KnowledgeTopic: An Operational Classification of Services
41. Which of the following are alternative possible degrees of customer contact included in the Service-System Design Matrix? A. MailB. WarrantyC. Sales callD. Field serviceE. None of the above
AACSB: AnalyticDifficulty: EasyLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
5-28
Chapter 05 - Service Processes
42. Which of the following is a degree of customer/server contact included in the service-system design matrix? A. Face-to-face distanceB. InternetC. Questionnaire responseD. Automated teller (ATM)E. Response card encounter
AACSB: AnalyticDifficulty: MediumLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
43. 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 opportunityB. Low production efficiencyC. High production efficiencyD. Low degree of customer/server contactE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
44. In the service-system design matrix, a mail contact service encounter is expected to have which of the following? A. High sales opportunityB. High degree of customer/server contactC. Low production efficiencyD. Low sales opportunityE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
5-29
Chapter 05 - Service Processes
45. In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following? A. Low sales opportunityB. Low production efficiencyC. High production efficiencyD. Low degree of customer/server contactE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
46. In the service-system design matrix, an internet and on-site technology service encounter is expected to have which of the following? A. High sales opportunityB. High degree of customer/server contactC. Low production efficiencyD. High production efficiencyE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
47. 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 lineB. Use humor to defuse a potentially irritating situationC. Segment the customersD. Assure customers that the wait is fair and inform them of the queue disciplineE. Tell people in the queue that each will be served as soon as possible
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
5-30
Chapter 05 - Service Processes
48. Which of the following is not a suggestion for managing queues presented in the textbook? A. Try to divert your customer's attention when waitingB. Segment the customersC. Encourage customers to come during the slack periodsD. Train your people to be friendlyE. Periodically close the service channel to temporarily disperse the line
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
49. Which of the following is not a suggestion for managing queues presented in the textbook? A. Train your servers to be friendlyB. Try to divert your customer's attention when waitingC. Determine an acceptable waiting time for your customersD. Inform your customers of what to expectE. Encourage customers to come during slack periods
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
50. Which of the following is a suggestion for managing queues presented in the textbook? A. Train your servers to be friendlyB. Tell customers that the line should encourage them to come during slack periodsC. Give each customer a numberD. Periodically close the service channel to temporarily disperse the lineE. Use humor to defuse a potentially irritating situation
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
5-31
Chapter 05 - Service Processes
51. Which of the following are the two major components of a queuing system? A. The source population and the queuing disciplineB. The number of servers and the waiting lineC. The source population and the condition of the customer exiting the systemD. The queue discipline and the waiting lineE. The service speed and the waiting line
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
52. Which of the following is an example of a finite population in a queuing system? A. People waiting to purchase fuel at a service stationB. Machines which have randomly spaced service requirementsC. People waiting in line at a tellers' window in a bankD. Patients seeking help from a doctor in a private practiceE. Taxpayers calling the IRS for assistance
AACSB: AnalyticDifficulty: EasyLearning Objective: 4Taxonomy: ApplicationTopic: The Queuing System
53. Which of the following is not a queue discipline mentioned in the textbook? A. First come, first servedB. Last in, first outC. Limited needsD. Shortest processing timeE. Best customer first
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
5-32
Chapter 05 - Service Processes
54. Which of the following queue discipline is mentioned in the textbook? A. First in, first outB. Garner-Whitten formulaC. Soonest promise dateD. Patient customers lastE. Anxious customers first
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
55. 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 phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
56. Buying food at a large food store with multiple checkout counters features which type of queuing system line structure? A. Single channel, single phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
5-33
Chapter 05 - Service Processes
57. Getting an autograph from a famous person might involve standing in which type of queuing line structure? A. Single channel, single phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
58. 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 phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
59. Standing in line to buy a ticket for a movie where there is only one window to buy tickets is which type of queuing system Line Structure? A. Single channel, single phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
AACSB: AnalyticDifficulty: EMPTYLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
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60. A roller coaster ride in an amusement park employs which type of queuing system line structure? A. Single channel, single phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
61. 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 phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
62. 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 phaseB. Single channel, multiphaseC. Multichannel, single phaseD. Multichannel, multiphaseE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
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63. 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 hoursB. 1 hourC. 0.5 hoursD. 0.25 hoursE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: AnalysisTopic: The Queuing System
64. If the arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals? A. 28 minutesB. 20 minutesC. 12 minutesD. 6 minutesE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: AnalysisTopic: The Queuing System
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65. 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 minutesB. 6 minutesC. 2 minutesD. 1 minutesE. Can not be determined
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: AnalysisTopic: The Queuing System
66. An example of a virtual service is which of the following? A. A pizza delivery serviceB. Purchasing a flower arrangement over the internetC. An on-line dating serviceD. Ordering a specially-configured computer on-lineE. None of the above
AACSB: AnalyticDifficulty: MediumLearning Objective: 2Taxonomy: AnalysisTopic: An Operational Classification of Services
67. A service blueprint is not which of the following? A. A standard tool for service process designB. A process flowchartC. A diagram that distinguishes between different levels of customer contactD. A service encounter that conforms to specificationsE. A tool that enumerates all the steps in a service process
AACSB: AnalyticDifficulty: MediumLearning Objective: 3Taxonomy: AnalysisTopic: Service Blue Printing and Fail-Safing
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68. Which of the following are not examples of poka-yokes described in the text? A. Height bars at amusement parksB. Chains to configure waiting linesC. Take-a-number systemsD. Mirrors on telephonesE. Tear-out cards in magazines
AACSB: AnalyticDifficulty: EasyLearning Objective: 3Taxonomy: KnowledgeTopic: Service Blue Printing and Fail-Saifing
Fill in the Blank Questions
69. In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?" ______________________ Low production efficiency
AACSB: AnalyticDifficulty: EasyLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
70. When arrivals occur in a purely random fashion at a service facility, what kind of distribution does a plot of inter-arrival times yield? __________________ Exponential
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
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71. 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? _____________ Poisson
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
Short Answer Questions
72. In finite queuing theory, the average waiting time in line is denoted by what symbol? _________________
Wq
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
Fill in the Blank Questions
73. In finite queuing theory, the average number in the waiting line divided by the average arrival rate yields what measure of waiting line performance? Average waiting time
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: KnowledgeTopic: The Queuing System
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74. 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? ______________________ Multichannel, single phase
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
75. Buying items at a department store where there are a large number of checkout counters features which type of queuing system line structure? _____________________ Multichannel, single phase
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
76. Getting a flu shot from the one campus nurse that is on duty might involve standing in which type of queuing line structure? ___________________________________ Single channel, single phase
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
77. In getting your first driver's license, several steps had to be taken. First, you took the written test. Then you took the driving test. Then your photograph was taken and the license made. What was the queuing system line structure in the Department of Motor Vehicles? ______________________________________ Single channel, multiphase
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
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78. Standing in line to buy tickets for a basketball game where there are multiple windows to buy tickets involves which type of queuing system Line Structure? ______________________________________ Multichannel, single phase
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
79. A single toll booth on a one-lane bridge is which type of queuing system line structure? ____________________________ Single channel, single phase
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System
80. A procedure that keeps a mistake from happening in a service operations is called what? ____________________________ A poka-yoke
AACSB: AnalyticDifficulty: EasyLearning Objective: 3Taxonomy: KnowledgeTopic: Service Blue Printing and Fail-Safing
81. In a virtual service what kind of customer contact enables customers to interact with one another in an open environment? ____________________________ Pure virtual customer contact
AACSB: AnalyticDifficulty: EasyLearning Objective: 2Taxonomy: KnowledgeTopic: An Operational Classification of Services
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82. How are poka-yokes used differently in services than in manufacturing? ____________________________ They are applied to the actions of the customer
AACSB: AnalyticDifficulty: EasyLearning Objective: 1Learning Objective: 3Taxonomy: UnderstandingTopic: An Operational Classification of Services, Service Blueprinting and Fail-Safing
Essay Questions
83. How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require?
This question relates to the service-system design matrix discussion starting on page 101 and particularly to exhibit 5.2 on page 103. A successful response to this question will indicate that the kinds of skills required progress from technical (clerical) types of skills to relationship types of skills as the degree of customer contact increases. The higher the degree of customer contact, the more autonomous is the service worker and therefore training must include not only the technical aspects of the job but also the entire array of strategic choices the company has made regarding the way the customer is to be handled in a wide range of transactional situations.
AACSB: AnalyticDifficulty: HardLearning Objective: 2Taxonomy: AnalyticTopic: An Operational Classification of Services
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84. How are people waiting in queues in service operations similar to inventories in manufacturing and in what ways are they different?
People waiting in queues at various stages of a multiphase process are conceptually exactly like the buffering inventories in that they tend to decouple different stages and reduce the impacts of blocking, starving and bottlenecking on the efficiency of the system. The main difference, of course, is that people as inventory need to be actively managed (as described in the text starting on page 106) and, because they are customers, are more important and have a vastly higher "cost of carrying" than inventories of materials.
AACSB: AnalyticDifficulty: HardLearning Objective: 1Learning Objective: 4Taxonomy: SynthesisTopic: An Operational Classification of Services, The Queuing System
85. How are customer arrivals drawn from finite and infinite populations distinguished?
The text on page 108-109 describes the difference between finite and infinite populations as the size of the population relative to the service system. Analytically, different formulas and methods are required for finite vs. infinite populations based upon the probability of the next arrival either staying the same after an entry to service (infinite population assumption) or the diminishing (finite assumption.)
AACSB: AnalyticDifficulty: MediumLearning Objective: 4Taxonomy: UnderstandingTopic: The Queuing System