Nova Southeastern Univ. OPS 5095 Quiz (2015)

1. When customers are made to wait for a service, organizations can benefit from higher capacity utilization and reduced operating costs.

True

False

2. A small commuter airline operates a 6-passenger airplane. The airline management has applied an overbooking analysis to determine how many reservations they should take for their morning flight. The result of the analysis is shown on the table below. How many seats should they overbook?

		0 seats
		1 seat
		2 seats
		3 seats

3.

An organization that increases its customer service orientation is likely to experience _______ customer satisfaction and _______ employee satisfaction.

		higher; higher
		higher; lower
		stable; higher
		stable; lower

4. Advantages of the TAKE A NUMBER queuing configuration include minimization of the cutting problem, and minimization of jockeying

True

False

5. In a service encounter triad, which of the following organizations is most likely to dominate the triad?

		a national retail chain
		a hair salon
		a small, family run restaurant
		a law firm

6. A small convenience store normally has one employee attending to the cash register. The average customer arrival rate is 90 customers per hour. The cashier, when fully busy, can serve 50 customers per hour. If the store could provide two cashiers at the counter with two cash registers, the average wait time for customers before they can start being served by a cashier is expected to be ______

		less than a minute
		about 2 minutes
		about 4 minutes
		about 5 minutes

7. In the long run, if demand exceeds capacity, servers will be used to their full capacity, leading them to be more efficient and friendly

True

False

8. A small convenience store normally has one employee attending to the cash register. The average time between customer arrivals at the store is 5 minutes. The average service time at the cash register is 3 minutes. Management wants to estimate the average time spent by customers from the time that they walk up to the cash register until the time that they are finished with the cashier. Using a queuing model, you can estimate this time to be ________

		about 2 minutes
		about 4 minutes
		about 8 minutes
		about 10 minutes
		9. A small commuter airline operates a 6-passenger airplane. The airline management has applied an overbooking analysis to determine how many reservations they should take for their morning flight. The result of the analysis is shown on the table below. In conducting this analysis, what did they assume was the cost of flying with an empty seat? 0 dollars 40 dollars 80 dollars 100 dollars

10. Which method of queue analysis is the most appropriate for a system that is in a transient state?

		M/M/c
		computer simulation
		M/G/1
		M/D/1

11. A small commuter airline operates a 6-passenger airplane. The airline management has applied an overbooking analysis to determine how many reservations they should take for their morning flight. The result of the analysis is shown on the table below. In conducting this analysis, what did they assume was the cost of turning away a passenger?

		60 dollars
		90 dollars
		120 dollars
		180 dollars

12. At Cain's Family Restaurant, Mrs. Cain provides a warm greeting to customers as they arrive. This action helps Cain's to win ________ customers.

		economizing
		personalizing
		convenience
		ethical

13. __________ controls are effective in instilling ethical behavior in employees.

		Formal
		Informal
		Both formal and informal
		Neither formal nor informal

14. A small convenience store normally has one employee attending to the cash register. The average time between customer arrivals at the store is 5 minutes. The average service time at the cash register is 3 minutes. If more than two customers are standing at the register (including the customer being served), management has observed that other customers sometimes become upset and leave the store. What percentage of the time will this problem will occur?

		about 20%
		about 30%
		about 40%
		about 50%

15. A small commuter airline operates a 6-passenger airplane. The airline management has applied an overbooking analysis to determine how many reservations they should take for their morning flight. The result of the analysis is shown on the table below. In conducting this analysis, what was the decision variable?

		The number of reservations to accept
		The number of no-shows
		The cost of flying with an empty seat
		The cost of turning away a passenger

16. Which of the following represents one of Maister's "Laws of Service"?

		Customer satisfaction occurs when a customer's expectations exceed her perceptions
		First impressions can influence the rest of the service experience
		Each class of customer will place different demands on the system
		The mean and standard deviation of a Poisson distribution must be equal

17. The primary metric in scheduling part-time bank tellers is shift-hours.

True

False

18. A reservation system can be used to book tables for customers on weekend nights at a restaurant in an effort to reduce which form of customer induced variability?

		capability
		request
		effort
		arrival

19. A small convenience store normally has one employee attending to the cash register. The average time between customer arrivals at the store is 5 minutes. The average service time at the cash register is 3 minutes. What percentage of the time will the cashier be busy in serving customers?

		about 40%
		about 60%
		about 80%
		nearly 100%