Supply Chain Chapter 9 & 10 Review Question

Which of the following is a characteristic that can be used to guide the design of service systems?

Which of the following refers to the physical presence of the customer in a service system?

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

. 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?

Which of the following is one of the three contrasting approaches to delivering on-site service?

Which of the following is one of the three contrasting approaches to delivering on-site service?

. Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Which of the following is not an element of a good service guarantee?

Which of the following is not a characteristic of a well-designed service system?

. Which of the following is a characteristic of a well-designed service system?

Why is there waiting in an infinite source queuing system?

. The goal of queuing analysis is to minimize:

A basic difference between infinite source and finite source queuing models is:

A customer enters a business and has the opportunity to select any one of three lines to receive service. The service is performed by one customer service representative after which the customer leaves the establishment. Which description of this waiting line system is appropriate?

A customer enters a business and joins the one line that snakes back and forth through the lobby in order to receive service. The initial part of the service is performed by one customer service representative, after which the customer enters a second, shorter line to complete the service before leaving the establishment. Which description of this waiting line system is appropriate?

Customer arrivals at a dry cleaning service occur randomly throughout the day. the distribution that is usually used to model the interval between arrivals is the:

Which of the following is not generally considered as a measure of system performance in a queuing analysis?

. Little's Law states that the number of people in a waiting line is the average customer arrival rate multiplied by the

As the ratio of arrival rate to service rate is increased, which of the following is likely?

Which one of the following measures of system performance is a key measure?

A single channel queuing system has an average service time of 16 minutes per customer, which is exponentially distributed. The manager is thinking of converting to a system with a constant service time of 16 minutes. The arrival rate will remain the same. The effect will be to:

. An alternative strategy to increase the capacity of a service system is: