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BMGT385 Chapter 7

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.
FALE
Services often take the form of repeated encounters involving face-to-face interactions.
TRUE
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
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
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
It is difficult to separate the operations management functions from marketing in services.
TRUE
The service-system design matrix identifies five alternative forms of service encounters.
FALSE
The service-system design matrix identifies six forms of service encounters.
TRUE
The “service blueprint” is a classification of services.
FALSE
Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.
TRUE
Poka-Yoke is roughly translated from Japanese as “Quality Management.”
FALSE
Poka-Yoke is roughly translated from Japanese as “Avoid Mistakes.”
TRUE
An important aspect of service products is that they cannot be inventoried.
TRUE
Customer contact refers to creation of the service.
FALSE
The work process involved in providing the service must involve the physical presence of the customer in the system.
FALSE
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
Ideally in waiting line or queuing Analyze we want to balance the cost of service capacity with the cost of waiting.
TRUE
The customer arrivals in a queuing system come almost exclusively from finite populations.
FALSE
The customer arrivals in a queuing system come almost exclusively from infinite populations.
FALSE
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
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
A variable arrival rate is more common in waiting line management than a constant arrival rate.
TRUE
A constant arrival rate is more common in productive systems than a variable arrival rate.
FALSE
Arrival characteristics in a queuing problem analysis include the length of the queue.
FALSE
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
The demand on a hospital’s emergency medical services is considered a controllable arrival pattern of the calling population.
FALSE
The demand on a hospital’s emergency medical services is considered an uncontrollable arrival pattern of the calling population.
TRUE
Gas stations, loading docks, and parking lots have infinite potential length of lines for their respective queuing systems.
FALSE
Highest-profit customer first is a queue discipline discussed in the textbook.
TRUE
Longest waiting time in line is a queue discipline discussed in the textbook.
TRUE
Best customer last is a queue discipline discussed in the textbook.
FALSE
A car wash is an example of a single channel, multiphase queuing system.
TRUE
A tellers’ window in a bank is an example of a single channel, multiphase queuing system.
FALSE
The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.
FALSE
There are different queuing models to fit different queuing situations.
TRUE
In a practical sense, an infinite queue is one that includes every possible member of the served population.
FALSE
In a waiting line situation, multiple lines occur only when there are multiple servers.
FALSE
The term “queue discipline” involves the art of controlling surly and unruly customers who have become irritated by waiting.
FALSE
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 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 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 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

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