Student name:__________

TRUE/FALSE - Write 'T' if the statement is true and 'F'

if the statement is false.
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.

⊚ true
⊚ false

2) Services often take the form of repeated encounters

involving face-to-face interactions.

⊚ true
⊚ false

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.

⊚ true
⊚ false

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.

Version 1 1
 ⊚ true ⊚ false

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.

⊚ true
⊚ false

6) It is difficult to separate the operations management

functions from marketing in services.

⊚ true
⊚ false

7) The service-system design matrix identifies five

alternative forms of service encounters.

⊚ true
⊚ false

8) The service-system design matrix identifies six forms

of service encounters.

⊚ true
⊚ false

Version 1 2
9) The "service blueprint" is a classification of services.

⊚ true
⊚ false

10) Poka-yokes are procedures that block the inevitable

mistake from becoming a service defect.

⊚ true
⊚ false

11) Poka-yoke is roughly translated from Japanese as

"quality management."

⊚ true
⊚ false

12) Poka-yoke is roughly translated from Japanese as

"avoid mistakes."

⊚ true
⊚ false

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

Version 1 3
 ⊚ true
⊚ false

14) Customer contact refers to creation of the service.

⊚ true
⊚ false

15) The work process involved in providing the service

must involve the physical presence of the customer in the
system.

⊚ true
⊚ false

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.

⊚ true
⊚ false

17) Ideally in waiting line or queuing analysis we want to

balance the cost of service with the cost of waiting.

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 ⊚ true ⊚ false

18) The customer arrivals in a queuing system come

almost exclusively from finite populations.

⊚ true
⊚ false

19) The customer arrivals in a queuing system come

almost exclusively from infinite populations.

⊚ true
⊚ false

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.

⊚ true
⊚ false

21) An infinite population in waiting line management significantly affect the

refers to a population that is large enough in relation to the system probabilities.
service system so that the change in population size caused by
subtraction or additions to the population does not

Version 1 5
 ⊚ true ⊚ false

22) A variable arrival rate is more common in waiting line

management than a constant arrival rate.

⊚ true
⊚ false

23) A constant arrival rate is more common in productive

systems than a variable arrival rate.

⊚ true
⊚ false

24) Arrival characteristics in a queuing analysis include

the length of the queue.

⊚ true
⊚ false

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.

⊚ true
⊚ false

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26) The demand on a hospital's emergency medical
services is considered a controllable arrival pattern.

⊚ true
⊚ false

27) The demand on a hospital's emergency medical

services is considered an uncontrollable arrival pattern.

⊚ true
⊚ false

28) Gas stations, loading docks, and parking lots have

infinite potential length of lines for their queuing systems.

⊚ true
⊚ false

29) Highest-profit customer first is a queue discipline

discussed in the textbook.

⊚ true
⊚ false

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

⊚ true
⊚ false

31) Best customer last is a queue discipline discussed in

the textbook.

⊚ true
⊚ false

32) A car wash is an example of a single channel,

multiphase queuing system.

⊚ true
⊚ false

33) A tellers' window in a bank is an example of a single

channel, multiphase queuing system.

⊚ true
⊚ false

34) The admissions system in a hospital for patients is an

example of a single channel, single phase queuing system.

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 ⊚ true ⊚ false

35) There are different queuing models to fit different

queuing situations.

⊚ true
⊚ false

36) In a practical sense, an infinite queue is one that

includes every possible member of the served population.

⊚ true
⊚ false

37) In a waiting line situation, multiple lines occur only

when there are multiple servers.

⊚ true
⊚ false

38) The term "queue discipline" involves the art of

controlling surly and unruly customers who have become
irritated by waiting.

⊚ true ⊚ false

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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.

⊚ true
⊚ false

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.

⊚ true
⊚ false

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.

⊚ true
⊚ false

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42) A department of 25 machines is kept running by three by using queuing theory
operators who respond to randomly occurring equipment analysis.
problems. An analyst wanting to know whether to add a
fourth operator or downsize to two operators would be helped

⊚ true
⊚ false

CHECK ALL THAT APPLY. Choose all options that best

completes the statement or answers the question.
43) Platform service business model describes an
approach where _____.
1.a) consumers and producers/service creators are brought
together for a social cause.
2.b) transaction provider connects the customer and providers
and collects the charges.
3.c) an example of a transaction provider would be eBay.
4.d) another model of manufacture is described.

C) Option C
A) Option A D) Option D
B) Option B

MULTIPLE CHOICE - Choose the one alternative that

best completes the statement or answers the question.
44) Which of the following is a suggestion for managing
queues that is mentioned in the textbook?

D) Assure
A) Put up a serpentine lane to keep people from customers that the wait is
jumping ahead in line. fair and inform them of the
B) Use humor to defuse a potentially irritating queue discipline.
situation. E) Tell people in
C) Segment the customers. the queue that each will be

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served as soon as possible.

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45) Which of the following is not a suggestion for
managing queues presented in the textbook?

E) Periodically
A) Try to divert your customer's attention when close the service channel to
waiting. temporarily disperse the
B) Segment the customers. line.
C) Encourage customers to come during a slack
period.
D) Train your servers to be friendly.

46) Which of the following is a suggestion for managing

queues presented in the textbook?

temporarily disperse the

A) Train your servers to be friendly. line.
B) Tell customers that the line should encourage them E) Use humor to
to come during slack periods. defuse a potentially
C) Give each customer a number. irritating situation.
D) Periodically close the service channel to

47) Which of the following are the three major

components of a queuing system?

arrive at the system, the

A) The source population, how customers exit the serving systems, and how
system, and the queuing discipline. customers exit the system.
B) The number of servers, the service speed, and the E) The service
waiting line. speed, the queue
C) The source population, how the customer exits the discipline, and the waiting
system, and the servicing system. line.
D) The source population and the way customers

48) Which of the following is a suggestion for managing queues that is mentioned in

Version 1 13
the textbook?

them of the queue

A) Put up a serpentine lane to keep people from discipline.
jumping ahead in line. E) Tell people in
B) Use humor to defuse a potentially irritating the queue that each will be
situation. served as soon as possible.
C) Train your servers to be friendly.
D) Assure customers that the wait is fair and inform

49) Which of the following is not a suggestion for

managing queues presented in the textbook?

E) Encourage
A) Train your servers to be friendly. customers to come during
B) Segment the customers. slack periods.
C) Determine an acceptable waiting time for your
customers.
D) Inform your customers of what to expect.

50) In essence, a queuing system includes several major

components. Which of the following is not one of them?

D) The queue
A) Source population. discipline.
B) Servicing system. E) None of these.
C) How the customer exits the system.

51) Which of the following is an example of a finite

population in a queuing system?

B) The
A) People waiting to place their order at a fast-food departmental faculty in
restaurant. line at the copy machine.

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 C) People waiting in line at an ATM. E) Taxpayers
D) Patients seeking help in a hospital emergency calling for assistance from
room. the IRS.

52) Which of the following is not a queue discipline

discussed in the textbook?

E) Best customer
A) First come, first served. first.
B) Last in, first out.
C) Limited needs.
D) Shortest processing time.

53) Which of the following queue disciplines is discussed

in the textbook?

D) Patient
A) Emergencies first. customers last.
B) Garner-Whitten formula. E) None of these.
C) Newest customer first.

54) Buying a ticket for a college football game where

there are multiple windows to buy the ticket, which of the
following types describes the queuing system line structure?

D) Multichannel,
A) Single channel, single phase. multiphase.
B) Single channel, multiphase. E) None of these.
C) Multichannel, single phase.

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55) Buying food at a large food store with multiple
checkout counters, which of the following types describes the
queuing system line structure?

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 D) Multichannel,
A) Single channel, single phase. multiphase.
B) Single channel, multiphase. E) None of these.
C) Multichannel, single phase.

56) Getting an autograph from a famous person might

involve standing in which type of the queuing line structure?

D) Multichannel,
A) Single channel, single phase. multiphase.
B) Single channel, multiphase. E) None of these.
C) Multichannel, single phase.

57) 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?

D) Multichannel,
A) Single channel, single phase. multiphase.
B) Single channel, multiphase. E) None of these.
C) Multichannel, single phase.

58) Standing in line to buy a ticket for a movie where

there are multiple windows to buy tickets is which type of the
queuing system line structure?

D) Multichannel,
A) Single channel, single phase. multiphase.
B) Single channel, multiphase. E) None of these.
C) Multichannel, single phase.

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 D) Multichannel,
A) Single channel, single phase. multiphase.
B) Single channel, multiphase. E) None of these.
C) Multichannel, single phase.

60) Machine breakdown and repair in a twelve-machine

factory having one repair mechanic would represent which
type of the queuing system line structure?

D) Multichannel,
A) Single channel, single phase. multiphase.
B) Single channel, multiphase. E) None of these.
C) Multichannel, single phase.

61) 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?

D) 0.25 hour.
A) 2 hours. E) None of these.
B) 1 hour.
C) 0.5 hour.

62) For an infinite queuing situation, if the arrival rate for

loading trucks is 5 trucks per hour, what is the mean time
between arrivals?

D) 0.1 hour.
A) 5 hours. E) None of these.
B) 2.5 hours.
C) 0.2 hour.

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63) 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?

D) 1 minute.
A) 12 minutes. E) None of these.
B) 6 minutes.
C) 2 minutes.

64) Which of the following is a characteristic that can be

used to guide the design of service systems?

E) Even service
A) Services cannot be inventoried. businesses have internal
B) Services are all similar. services.
C) Quality work means quality service.
D) Services businesses are inherently entrepreneurial.

65) Which of the following refers to the physical presence

of the customer in a service system?

D) Continuous
A) Creation of the service. production.
B) Customer contact. E) None of these.
C) Intermittent production.

66) Which of the following is an alternative possible

service encounter included in the service-system design
matrix?

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 D) Field service.
A) Mail contact. E) None of these.
B) Warranty.
C) Sales call.

67) Which of the following is an alternative possible

service encounter included in the service-system design
matrix?

E) Response card
A) Face-to-face distance. encounter.
B) Internet.
C) Questionnaire response.
D) Automated teller machine (ATM).

68) In the service-system design matrix, a face-to-face

total customization service encounter is expected to have
which of the following?

D) Low degree of
A) Low sales opportunity. customer/server contact.
B) Low production efficiency. E) None of these.
C) High production efficiency.

69) In the service-system design matrix, a mail contact

service encounter is expected to have which of the following?

D) Low sales
A) High sales opportunity. opportunity.
B) High degree of customer/server contact. E) None of these.
C) High production efficiency.

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70) In the service-system design matrix, a face-to-face
loose specs service encounter is expected to have which of the
following?

D) Low degree of
A) Low sales opportunity. customer/server contact.
B) Low production efficiency. E) None of these.
C) High production efficiency.

71) In the service-system design matrix, an internet and

on-site technology service encounter is expected to have
which of the following?

D) High production
A) High sales opportunity. efficiency.
B) High degree of customer/server contact. E) None of these.
C) Low production efficiency.

72) There are many applications of poka-yokes in service

organizations. _____ is one of the three-T's used to classify
poka-yokes?

D) Trust
A) Task E) Talent
B) Time
C) Teamwork

73) There are many applications of poka-yokes in service

organizations. _____ is one of the three-T's used to classify
poka-yokes?

B) Teamwork
A) Talent C) Trust

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 D) Treatment E) Time

74) Which of the following is considered a high-contact

service operation?

E) Automobile
A) On-line brokerage house. repair.
B) Internet sales for a department store.
C) Physician practice.
D) Telephone life insurance sales and service.

75) The service blueprint makes a distinction between

_____

unconcerned with service

A) high and low customer contact aspects of the quality.
service. E) low and high
B) those parts of the service performed before value-added aspects of the
payment from those performed after payment. service.
C) standardized elements of the service and those
distinctive customized aspects of the service.
D) customers desiring good service and customers

76) The "line of visibility" is a feature of _____

tending to customers in
A) a single-channel, single phase queuing system. front of you.
B) the service blueprint. E) None of these
C) an entertainment activity for people waiting in line
for a service.
D) a waiting line that allows visibility of the server(s)

77) Every service has a service package, which is defined as a bundle of goods and

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services provided in some environment. The service package these features?
consists of five features. Which of the following is not one of

E) Implicit
A) Supporting facility. Services.
B) Facilitating services.
C) Information.
D) Explicit Services.

78) According to the text, the main differences separating

Amazon from other on line retailors are all of the following
except _____

get paid for click throughs.

A) website and the gigantic list of product offerings. E) can be your
B) multi-tiered strategy any one can sell anything. personal shopping
C) you can return products. assistant.
D) you can setup website with links to Amazon and

79) In designing service systems, as you go from mail

contact to phone contact to face to face total customization,
which of the following is the most appropriate?

customer/server contact
A) Sales opportunity decreases while degree of increases.
customer/server contact increases. E) None of the
B) Sales opportunity decreases while degree of above
customer/server contact decreases.
C) Sales opportunity increases while degree of
customer/server contact decreases.
D) Sales opportunity increases while degree of

80) Assuming a 24-hour operation in a warehouse, and an answer the following

arrival following Poisson distribution with mean rate of 36
per day and service (unloading using a single bay) following
exponential distribution with a rate of 48 trucks per day,

Version 1 23
question. What is the expected waiting time in the system (in hours) for a typical truck?

D) 0.25 hour
A) 2 hours E) 0.5 hour
B) 1 hour
C) 1.5 hour

81) Assuming a 24-hour operation in a warehouse, and an

arrival following Poisson distribution with mean rate of 36
per day and service (unloading using a single bay) following
exponential with a rate of 48 trucks per day, answer the
following question. What is the expected number of trucks in
the system?

D) 1
A) 2.25 E) 3
B) 1.5
C) 2

82) 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?

D) 2.0
A) 0.25 E) 3.0
B) 1.5
C) 0.5

83) Customers arrive at a common queue at the coffee the rate of 48 per hour,
station with two identical coffee machines in a busy mall at following Poisson

Version 1 24
distribution. Each customer mixes his or her specialty coffee system at this coffee
taking 2 minutes on an average following an exponential station?
process. What is the expected number of customers in the

D) 4.444
A) Infinity E) 3
B) 2.844
C) 2.444

Version 1 25
Answer Key

Test name: Chapter 07 Test Bank - Static

1) FALSE
It is difficult to separate the operations services.
management functions from marketing in
2) TRUE
The horizontal axis of the service-system is both penetrable
design matrix indicates the degree of and reactive to the
customer/server contact: the buffered core, customer's
which is physically separated from the requirements.
customer; the permeable system, which is
penetrable by the customer via phone or face-
to-face contact; and the reactive system, which
3) TRUE
Service encounters can be configured in a alternatives.
number of different ways. The service-system
design matrix identifies six common
4) FALSE
Service systems with a high degree of contact.
customer contact are more difficult to control
than those with a low degree of customer
5) FALSE
Too much capacity generates excessive costs. assistance of
Insufficient capacity leads to lost customers. marketing. This is
In these situations, of course, we seek the one reason we have

Version 1 26
discount airfares, hotel specials on weekends, services.
and so on. This is also a good illustration of
why it is difficult to separate the operations
management functions from marketing in
6) TRUE
Too much capacity generates excessive costs. operations
Insufficient capacity leads to lost customers. management
In these situations, of course, we seek the functions from
assistance of marketing. This is one reason we marketing in
have discount airfares, hotel specials on services.
weekends, and so on. This is also a good
illustration of why it is difficult to separate the
7) FALSE
The service–system design matrix identifies six common
alternatives.
8) TRUE
The service–system design matrix identifies six common
alternatives.
9) FALSE
Just as is the case with manufacturing process
design, the standard tool for service process
design is the flowchart. Recently, the service
gurus have begun calling the flowchart a
service blueprint to emphasize the importance
of process design.

Version 1 27
10) TRUE
Poka-yokes are procedures that block the defect.
inevitable mistake from becoming a service
11) FALSE
Poka-yokes (roughly translated from the make sure the right
Japanese as "avoid mistakes") are common in quantities are used,
factories and consist of such things as fixtures and checklists to
to ensure that parts can be attached only in the ensure that the right
right way, electronic switches that sequence of steps is
automatically shut off equipment if a mistake followed.
is made, kitting of parts prior to assembly to
12) TRUE
Poka-yokes (roughly translated from the make sure the right
Japanese as "avoid mistakes") are common in quantities are used,
factories and consist of such things as fixtures and checklists to
to ensure that parts can be attached only in the ensure that the right
right way, electronic switches that sequence of steps is
automatically shut off equipment if a mistake followed.
is made, kitting of parts prior to assembly to
13) TRUE
In designing service organizations, we must services: We cannot
remember one distinctive characteristic of inventory services.

14) FALSE
Customer contact refers to the physical creation of the
presence of the customer in the system, and service refers to the

Version 1 28
work process involved in providing the service itself.

15) FALSE
Customer contact refers to the physical
presence of the customer in the system, and
creation of the service refers to the work
process involved in providing the service
itself.

Version 1 29
16) TRUE
A central problem in many service settings is landing strips, more
the management of waiting time. The manager checkout stands)
must weigh the added cost of providing more against the inherent
rapid service (more traffic lanes, additional cost of waiting.

17) TRUE
A central problem in many service settings is landing strips, more
the management of waiting time. The manager checkout stands)
must weigh the added cost of providing more against the inherent
rapid service (more traffic lanes, additional cost of waiting.

18) FALSE
Arrivals at a service system may be drawn different equations
from a finite or an infinite population. The for their solution.
distinction is important because the analyses
are based on different premises and require
19) FALSE
Arrivals at a service system may be drawn different equations
from a finite or an infinite population. The for their solution.
distinction is important because the analyses
are based on different premises and require
20) FALSE
A finite population refers to the limited- size customer leaves its
customer pool that will use the service and, at position as a
times, form a line. The reason this finite member for the
classification is important is that when a population (a

Version 1 30
machine breaking down and requiring service, of the next
for example), the size of the user group is occurrence.
reduced by one, which reduces the probability
21) TRUE
An infinite population is large enough in returning to the
relation to the service system so that the population) does not
population size caused by subtractions or significantly affect
additions to the population (a customer the system
needing service or a serviced customer probabilities.

22) TRUE
In productive systems, the only arrivals that common are
truly approach a constant interval period are variable (random)
those subject to machine control. Much more arrival distributions.

23) FALSE
In productive systems, the only arrivals that
truly approach a constant interval period are
those subject to machine control. Much more
common are variable (random) arrival
distributions.

Version 1 31
24) FALSE
The queuing system consists essentially of condition of the
three major components: (1) the source customers exiting
population and the way customers arrive at the the system.
system, (2) the servicing system, and (3) the
25) TRUE
In observing arrivals at a service facility, we might enter the
can look at them from two viewpoints: First, system within that
we can analyze the time between successive length of time. We
arrivals to see if the times follow some typically assume
statistical distribution. Usually, we assume that the number of
that the time between arrivals is exponentially arrivals per time
distributed. Second, we can set some time unit is Poisson
length and try to determine how many arrivals distributed.

26) FALSE
Some service demands are clearly demands on a city's
uncontrollable such as emergency medical hospital facilities.

27) TRUE
Some service demands are clearly
uncontrollable such as emergency medical
demands on a city's hospital facilities.

Version 1 32
28) FALSE
Gas stations, loading docks, and parking lots restrictions or
have limited line capacity caused by legal physical space
characteristics.
29) TRUE
Reservations first, emergencies first, highest- of priority rules
profit customer first, largest orders first, best
customers first, longest waiting time in line,
and soonest promised date are other examples
30) TRUE
Reservations first, emergencies first, highest- of priority rules
profit customer first, largest orders first, best
customers first, longest waiting time in line,
and soonest promised date are other examples
31) FALSE
Reservations first, emergencies first, highest- of priority rules
profit customer first, largest orders first, best
customers first, longest waiting time in line,
and soonest promised date are other examples
32) TRUE
Single channel, multiphase. A car wash is an in a fairly uniform
illustration because a series of services sequence.
(vacuuming, wetting, washing, rinsing, drying,
window cleaning, and parking) is performed
33) FALSE

Version 1 33
Multichannel, single phase. Tellers' windows of structure.
in a bank and checkout counters in high-
volume department stores exemplify this type
34) FALSE
Multichannel, multiphase. The admission of followed.
patients in a hospital follows this pattern
because a specific sequence of steps is usually
35) TRUE
In this section we present three sample waiting solution equation.
line problems followed by their solutions.
Each has a slightly different structure and
36) FALSE
An infinite population is large enough in
relation to the service system so that the
change in population size caused by
subtractions or additions to the population
does not significantly affect the system
probabilities.

Version 1 34
37) FALSE
The term multiple lines refers to the single redistribution point.
lines that form in front of two or more servers
or to single lines that converge at some central
38) FALSE
A queue discipline is a priority rule or set of customers in a
rules for determining the order of service to waiting line.

39) FALSE
A finite population refers to the limited-size times, form a line.
customer pool that will use the service and, at
40) TRUE
A central problem in many service settings is
the management of waiting time. The manager
must weigh the added cost of providing more
rapid service (more traffic lanes, additional
landing strips, more checkout stands) against
the inherent cost of waiting.

Version 1 35
41) TRUE
A central problem in many service settings is landing strips, more
the management of waiting time. The manager checkout stands)
must weigh the added cost of providing more against the inherent
rapid service (more traffic lanes, additional cost of waiting.

42) TRUE
A central problem in many service settings is landing strips, more
the management of waiting time. The manager checkout stands)
must weigh the added cost of providing more against the inherent
rapid service (more traffic lanes, additional cost of waiting.

43) [B, C]
See Exhibit 7.3 on
platform service business

Version 1 36
model

44) C
45) E
46) A
47) D
48) C
49) C
50) D
51) B

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52) B
53) A
54) C
55) C
56) A
57) B
58) C
59) A
60) A
61) C
62) C
63) E
64) A
65) B
66) A
67) B
68) B
69) D
70) B
71) D
72) A

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73) D
74) C
75) A
76) B
77) B
78) C
Amazon intro in the text.

79) D
As you move in that continuum from mail to face to face total
customization, sales opportunity increases and
customer/server contact also increases. See also Exhibit 7.1

80) A
See Exhibit 7.12. μ = 48/24 = 2 per hour, λ = 36/24 = 1.5 per day. Ls = (1.5/(2 − 1.5)) =

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3; Ws = Ls/ λ ; = 3/1.5 = 2 hours.

81) E
See Exhibit 7.12. μ = 48/24 = 2 per hour, λ = 36/24 = 1.5 per day. Ls = (1.5/(2 − 1.5)) =

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3;

82) A
See Exhibit 7.12. First let us calculate the service rate per × (40 − 20)) = 0.25.
hour. Since an hour has 60 × 60 = 3600 seconds, μ = 3600/90
= 40 per hour. λ = 20 per hour. This follows Model 2
(constant service time system). Hence, Lq = (20 × 20)/(2 × 40

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 83) D
See Exhibit 7.12. First let us calculate the service rate per 4.444 .
hour. μ = 60/2 = 30 per hour. λ = 48 per hour. This follows
Model 3 (multi server system). Number of servers (service
channels; S) = 2; First find the relevant information for using
the table in Exhibit 10.9, with S = 2 and (λ/μ) = (48/30) = 1.6;
Hence, Lq (from the table with 1.6 for (λ/μ) and S = 2 is
2.8444. Since we need Ls; Ls = Lq + (λ/μ) = 2.8444 + 1.6 =

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