Chapter 13 Flashcards
Roger Simpson is an event planner who specializes in planning family reunions. He typically
works with one or two members of the family who provide him with all the family-related
information. If a family reunion planner refuses to provide Simpson information about Uncle
George and his descendants because he did not like Uncle George, that family member will have
contributed to the widening of provider ________ by preventing Simpson from doing his job to
the best of his ability.
Gap 3
The busiest time for tax preparers is the week prior to April 15. Many tax preparers send out
mailings to their regular customers asking the customers to bring their tax information in to the
tax preparer’s office in January and February. The mailings explain how they will receive their tax
refunds much quicker if they bring their information in now rather than wait till the last minute. Tax
preparers are using which of the following strategies for shifting demand to match capacity?
Communicate with customers
For those people who think they need some sort of psychological counseling but don’t feel they
have the time, talkspace.com allows users to communicate with a licensed therapist online. Due
to a(n) ________, the web site’s owners know most of their business comes in the evenings and
on weekends, so they have hired therapists to work for the online service at these times.
Predictable demand cycle
Supermarkets with express checkout lanes for customers purchasing 10 items or less are using
which of the following waiting line strategies?
Differentiating waiting customers
The appliance store told the home owner that it would deliver her new stove on Monday between
4 p.m. and 5 p.m. The appliance store is using which of the following waiting line strategies?
Establishing a reservation process
Which of the following is NOT considered a capacity constraint for a service provider?
Money
Peak demand for rooms at the Phoenician, an upscale hotel in Scottsdale, Arizona, occurs during
the tourist season from November through mid-April. During the summer slow season when demand for rooms drops considerably, the Phoenician encourages local residents to experience
the beauty of the hotel on weekends by offering attractively priced weekend packages. The
Phoenician uses which of the following strategies for shifting demand to match capacity?
Differentiate on price
New York City rents a number of its public school facilities to local flea markets on weekends
during the school year and summer months. New York City is using which of the following
strategies for shifting demand to match capacity in its public schools?
Vary the service offering
The Long Island Railroad installed ticket vending machines in train stations to expedite the
purchase of train tickets during periods of peak demand. The Long Island Railroad is using which
of the following waiting line strategies?
Employing operational logic to reduce wait
Hewlett-Packard uses FedEx to handle all of its fulfillment orders from its retail web site. Once an
order is placed at the HP web site, it is automatically transmitted to FedEx’s Memphis
headquarters. Orders are packaged at FedEx’s warehouse and shipped by FedEx to the HP
customer. This arrangement was set up as a solution to problems with distribution capacity that HP experienced prior to the implementation of this arrangement. Which strategy is HP using to
adjust capacity to match demand?
Outsourcing activities
At Benford Bank, all customers opting for the drive-thru can pick from one of three lanes. One
line may seem to move faster than the others, but all allow customers to accomplish any type of
transaction. Which of the following queue configurations does Benford Bank use?
Multiple queue
A professional baseball team that has unsold tickets for a Friday night game cannot resell those
tickets for a game the following afternoon due to the ________ characteristic of services.
Perishability
Shelton Elementary School only needs its gymnasium from Monday through Friday. On the
weekends it rents the facilities to an Upward Bound basketball program sponsored by a local
church. By renting its facilities, the elementary school is:
Adjusting capacity to match demand
