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Exam 6: Service Design

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Question 1

Multiple Choice

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The number of channels in a queuing process

A) denotes the number of servers in sequence a customer must go through.
B) denotes the size of the calling population.
C) denotes the number of parallel servers for servicing arriving customers.
D) denotes the average queue length.

E) C) and D)
F) B) and C)

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Question 2

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If the average time to serve a customer is 3 minutes,then the service rate,µ,is ___.

A) 3 per hour
B) 12 per hour
C) 16 per hour
D) 20 per hour

E) B) and D)
F) None of the above

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Question 3

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Service quality in waiting line systems sometimes depends on the psychology of waiting.

A grocery store is an example of a

In general,services are acts,deeds,or performances that provide a customer time,place,form,or psychological utility.

The number of arrivals per unit of time at a service facility can frequently be described by a

Which of the following is not a characteristic of a service?

As the level of service improves in a waiting line system,the cost of service usually increases.

It is widely accepted that the effective design and the efficient operation of services are paramount to the health of the U.S.and Canadian economies.

In general,a service and its delivery system are inseparable.

What is queue discipline and queue length?

Consider an espresso stand with a single barista.Customers arrive to the stand at the rate of 28 per hour according to a Poisson distribution.Service times are exponentially distributed with a service rate of 35 customers per minute.The average time in minutes a customer spends in the system (i.e.,waiting and being served) is

A service counter employs two servers.On average a server requires 8 minutes to process a customer and service times follow an exponential distribution.Customers arrive at the counter at the rate of 12 per hour according to a Poisson distribution.The average amount of time,in minutes,spent in the system (i.e.,waiting and being served) is approximately

The number of parallel servers in waiting line analysis is referred to as the number of phases.

A small diner has one employee and a counter with seating for 8 customers.The diner does not package food for takeout.Customers arrive at the diner at the rate of 20 per hour (Poisson distributed) .Service times are exponentially distributed and average 24 per hour.Customers that arrive when all seats are taken do not enter the diner.What is the average time a customer spends waiting?

Almost all consumer products consist of some combination of facilitating goods and facilitating services.

The ___ is the source of customers for a waiting line system.

In general,as the number of servers in a waiting line system increases

The negative exponential distribution is the probability distribution most commonly used to describe service times.

An airline is an example of a