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Operations and Supply Chain Management The Core 4th Edition Jacobs Test Bank instant download all chapter
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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.
FALSE
2. Services often take the form of repeated encounters involving face-to-face interactions.
TRUE
The horizontal axis of the service-system design matrix indicates the degree of customer/server
contact: the buffered core, which is physically separated from the customer; the permeable system,
which is penetrable by the customer via phone or face-to-face contact; and the reactive system,
which is both penetrable and reactive to the customer's requirements.
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
Service encounters can be configured in a number of different ways. The service-system design
matrix identifies six common alternatives.
7-1
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McGraw-Hill Education.
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.
FALSE
Service systems with a high degree of customer contact are more difficult to control than those with
a low degree of customer contact.
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.
FALSE
Too much capacity generates excessive costs. Insufficient capacity leads to lost customers. In these
situations, of course, we seek the assistance of marketing. This is one reason we have discount
airfares, hotel specials on weekends, and so on. This is also a good illustration of why it is difficult to
separate the operations management functions from marketing in services.
TRUE
Too much capacity generates excessive costs. Insufficient capacity leads to lost customers. In these
situations, of course, we seek the assistance of marketing. This is one reason we have discount
airfares, hotel specials on weekends, and so on. This is also a good illustration of why it is difficult to
separate the operations management functions from marketing in services.
7-2
Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
7. The service-system design matrix identifies five alternative forms of service encounters.
FALSE
TRUE
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.
10. Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.
TRUE
Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.
7-3
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McGraw-Hill Education.
11. Poka-Yoke is roughly translated from Japanese as "Quality Management."
FALSE
Poka-yokes (roughly translated from the Japanese as "avoid mistakes") are common in factories and
consist of such things as fixtures to ensure that parts can be attached only in the right way,
electronic switches that automatically shut off equipment if a mistake is made, kitting of parts prior
to assembly to make sure the right quantities are used, and checklists to ensure that the right
sequence of steps is followed..
TRUE
Poka-yokes (roughly translated from the Japanese as "avoid mistakes") are common in factories and
consist of such things as fixtures to ensure that parts can be attached only in the right way,
electronic switches that automatically shut off equipment if a mistake is made, kitting of parts prior
to assembly to make sure the right quantities are used, and checklists to ensure that the right
sequence of steps is followed..
TRUE
7-4
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McGraw-Hill Education.
14.Customer contact refers to creation of the service.
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.
15. The work process involved in providing the service must involve the physical presence of the
customer in the system.
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.
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
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.
7-5
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McGraw-Hill Education.
17. Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with
the cost of waiting.
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.
18. The customer arrivals in a queuing system come almost exclusively from finite populations.
FALSE
Arrivals at a service system may be drawn from a finite or an infinite population. The distinction is
important because the analyses are based on different premises and require different equations for
their solution.
19. The customer arrivals in a queuing system come almost exclusively from infinite populations.
FALSE
Arrivals at a service system may be drawn from a finite or an infinite population. The distinction is
important because the analyses are based on different premises and require different equations for
their solution.
7-6
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McGraw-Hill Education.
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.
FALSE
A finite population refers to the limited- size customer pool that will use the service and, at times,
form a line. The reason this finite classification is important is that when a customer leaves its
position as a member for the population (a machine breaking down and requiring service, for
example), the size of the user group is reduced by one, which reduces the probability of the next
occurrence.
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.
TRUE
An infinite population is large enough in relation to the service system so that the population size
caused by subtractions or additions to the population (a customer needing service or a serviced
customer returning to the population) does not significantly affect the system probabilities.
22. A variable arrival rate is more common in waiting line management than a constant arrival rate.
TRUE
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.
7-7
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McGraw-Hill Education.
23. A constant arrival rate is more common in productive systems than a variable arrival rate.
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.
24. Arrival characteristics in a queuing problem analysis include the length of the queue.
FALSE
The queuing system consists essentially of three major components: (1) the source population and
the way customers arrive at the system, (2) the servicing system, and (3) the condition of the
customers exiting the system. Also, (page 222), the queuing system consists primarily of the waiting
line(s) and the available number of servers.
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
In observing arrivals at a service facility, we can look at them from two viewpoints: First, we can
analyze the time between successive arrivals to see if the times follow some statistical distribution.
Usually we assume that the time between arrivals is exponentially distributed. Second, we can set
some time length and try to determine how many arrivals might enter the system within that length
of time. We typically assume that the number of arrivals per time unit is Poisson distributed.
7-8
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26. The demand on a hospital's emergency medical services is considered a controllable arrival
pattern of the calling population.
FALSE
Some service demands are clearly uncontrollable such as emergency medical demands on a city's
hospital facilities.
27. The demand on a hospital's emergency medical services is considered an uncontrollable arrival
pattern of the calling population.
TRUE
Some service demands are clearly uncontrollable such as emergency medical demands on a city's
hospital facilities.
28. Gas stations, loading docks, and parking lots have infinite potential length of lines for their
respective queuing systems.
FALSE
Gas stations, loading docks, and parking lots have limited line capacity caused by legal restrictions or
physical space characteristics.
7-9
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McGraw-Hill Education.
29. Highest-profit customer first is a queue discipline discussed in the textbook.
TRUE
Reservations first, emergencies first, highest-profit customer first, largest orders first, best
customers first, longest waiting time in line, and soonest promised date are other examples of
priority rules
30. Longest waiting time in line is a queue discipline discussed in the textbook.
TRUE
Reservations first, emergencies first, highest-profit customer first, largest orders first, best
customers first, longest waiting time in line, and soonest promised date are other examples of
priority rules
FALSE
Reservations first, emergencies first, highest-profit customer first, largest orders first, best
customers first, longest waiting time in line, and soonest promised date are other examples of
priority rules
7-10
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McGraw-Hill Education.
32. A car wash is an example of a single channel, multiphase queuing system.
TRUE
Single channel, multiphase. A car wash is an illustration because a series of services (vacuuming,
wetting, washing, rinsing, drying, window cleaning, and parking) is performed in a fairly uniform
sequence.
33. A tellers' window in a bank is an example of a single channel, multiphase queuing system.
FALSE
Multichannel, single phase. Tellers' windows in a bank and checkout counters in high-volume
department stores exemplify this type of structure.
34. The admissions system in a hospital for patients is an example of a single channel, single phase
queuing system.
FALSE
Multichannel, multiphase. The admission of patients in a hospital follows this pattern because a
specific sequence of steps is usually followed
35. There are different queuing models to fit different queuing situations.
TRUE
In this section we present three sample waiting line problems followed by their solutions. Each has a
slightly different structure and solution equation
7-11
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McGraw-Hill Education.
36.In a practical sense, an infinite queue is one that includes every possible member of the served
population.
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.
37. In a waiting line situation, multiple lines occur only when there are multiple servers.
FALSE
he term multiple lines refers to the single lines that form in front of two or more servers or to single
lines that converge at some central redistribution point.
38. The term "queue discipline" involves the art of controlling surly and unruly customers who have
become irritated by waiting.
FALSE
A queue discipline is a priority rule or set of rules for determining the order of service to customers
in a waiting line.
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.
FALSE
A finite population refers to the limited-size customer pool that will use the service and, at times,
form a line.
7-12
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McGraw-Hill Education.
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
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.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Analyze
Difficulty: Medium
Learning Objective: 07-03
Topic: Economics of the Waiting Line Problem
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
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.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Analyze
Difficulty: Medium
Learning Objective: 07-03
Topic: Economics of the Waiting Line Problem
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.
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.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Analyze
Difficulty: Medium
Learning Objective: 07-03
Topic: Economics of the Waiting Line Problem
7-13
Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
43. Which of the following is a suggestion for managing queues that is mentioned in the textbook?
44. Which of the following is not a suggestion for managing queues presented in the textbook?
45. Which of the following is a suggestion for managing queues presented in the textbook?
7-14
Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
46. 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 servicing system.
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
47. Which of the following is a suggestion for managing queues that is mentioned in the textbook?
48. Which of the following is not a suggestion for managing queues presented in the textbook?
49. 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 these
AACSB: Reflective Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Medium
Learning Objective: 07-03
Topic: Economics of the Waiting Line Problem
7-15
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McGraw-Hill Education.
50. Which of the following is an example of a finite population in a queuing system?
51. Which of the following is not a queue discipline discussed in the textbook?
A. Emergencies first
B. Garner-Whitten formula
C. Newest customer first
D. Patient customers last
E. None of these
AACSB: Reflective Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-03
Topic: Economics of the Waiting Line Problem
53. 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?
7-16
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McGraw-Hill Education.
54. Buying food at a large food store with multiple checkout counters features which type of queuing
system line structure?
55. Getting an autograph from a famous person might involve standing in which type of queuing line
structure?
56. 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?
57. 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?
7-17
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McGraw-Hill Education.
58. A roller coaster ride in an amusement park employs which type of queuing system line
structure?
59. 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?
60. 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 these
61. For an infinite queuing situation, 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 these
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Medium
Learning Objective: 07-03
Topic: Economics of the Waiting Line Problem
7-18
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McGraw-Hill Education.
62. 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?
A. 12 minutes
B. 6 minutes
C. 2 minutes
D. 1 minutes
E. None of these
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Analyze
Difficulty: Medium
Learning Objective: 07-03
Topic: Economics of the Waiting Line Problem
63. Which of the following is a characteristic that can be used to guide the design of service
systems?
64. Which of the following refers to the physical presence of the customer in a service system?
7-19
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McGraw-Hill Education.
65. Which of the following are alternative possible service encounters included in the Service-System
Design Matrix?
A. Mail contact
B. Warranty
C. Sales call
D. Field service
E. None of these
AACSB: Reflective Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-02
Topic: Service Blueprinting and Fail-Safing
66. Which of the following is an alternative possible service encounter included in the service-system
design matrix?
A. Face-to-face distance
B. Internet
C. Questionnaire response
D. Automated teller (ATM)
E. Response card encounter
AACSB: Reflective Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Medium
Learning Objective: 07-02
Topic: Service Blueprinting and Fail-Safing
67. In the service-system design matrix, a face-to-face total customization service encounter is
expected to have which of the following?
68. In the service-system design matrix, a mail contact service encounter is expected to have which
of the following?
70. In the service-system design matrix, an internet and on-site technology service encounter is
expected to have which of the following?
71. There are many applications of poka-yokes in service organizations. Which of the following is one
of the three-T's used to classify poka-yokes?
A. Task
B. Time
C. Teamwork
D. Trust
E. Talent
7-21
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McGraw-Hill Education.
72. There are many applications of poka-yokes in service organizations. Which of the following is one
of the three-T's used to classify poka-yokes?
A. Talent
B. Teamwork
C. Trust
D. Treatment
E. Time
AACSB: Reflective Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Medium
Learning Objective: 07-02
Topic: Service Blueprinting and Fail-Safing
7-22
Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
75. 74 b. The "line of visibility" is a feature of:
76. 74 c. 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?
A. Supporting facility
B. Facilitating services
C. Information
D. Explicit Services
E. Implicit Services
7-23
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McGraw-Hill Education.
Category # of Questions
AACSB: Analytic 5
Blooms: Analyze 5
Blooms: Remember 70
Difficulty: Easy 45
Difficulty: Medium 31
7-24
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McGraw-Hill Education.
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