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Exam 7: Service Processes

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Question 31

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Poka-yoke is roughly translated from Japanese as "quality management."

A) True
B) False

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Question 32

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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

F) A) and B)
G) A) and C)

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Question 33

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

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

Customers arrive at a single self-serve coffee machine in a busy mall at the rate of 20 per hour, following Poisson distribution. Each customer takes exactly 90 seconds to get his or her coffee. What is the expected number of customers in queue at this coffee machine?

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

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

Every service has a service package, which is defined as a bundle of goods and services provided in some environment. The service package consists of five features. Which of the following is not one of these features?

The "line of visibility" is a feature of:

Customer contact refers to creation of the service.

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

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?

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.

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Platform service business model describes an approach where a) consumers and producers/service creators are brought together for a social cause. b) transaction provider connects the customer and providers and collects the charges. c) an example of a transaction provider would be eBay. d) another model of manufacture is described. A) Option A B) Option B C) Option C D) Option D

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?

Poka-yoke is roughly translated from Japanese as "avoid mistakes."

Buying food at a large food store with multiple checkout counters features which type of queuing system line structure?

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

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