Mod 5 - Ch7 Flashcards
The two types of impatient arrivals are:
Balking and reneging
Which of the following terms describes the number of customers that can be handled during a given time period?
Service Rate
What term describes the expected number of customers that arrive each period?
Arrival Rate
When managing a line, a manager must consider the trade-off between:
The cost of providing more rapid service and the cost of waiting
One a service blueprint, the line that shows the distinction between the high customer contact aspects of the service and those activities that the customer does not see is known as the:
Line of Visibility
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
The “service blueprint” is a classification of services.
False
Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.
True
A car wash is an example of a single channel, multiphase queuing system.
True
Which of the following are the three major components of a queuing system?
The source population and the way the customers arrive at the system, the serving systems, and how customers exit the system
In a queuing system, if the average arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?
0.2 Hours
In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following
Low Production Efficiency
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?
Task
As long as the average utilization is less than 1, the service company has sufficient capacity to provide quality service.
False
According to the Video of queuing: featuring Disney World, Disney extends park hours during peak time in order to manage queue.
True
TicketMaster has one service desk. Customers arrive at this service desk at an average of one every six minutes. The service time at the desk is four minutes per customer. Assuming Poisson arrivals and exponential service times.
What percentage of time is this service desk idle?
0.33
arrival rate = 60/6 = 10 per hour and service rate = 60/4=15 per hour
Key= 1-10/15 = 0.33
TicketMaster has one service desk. Customers arrive at this service desk at an average of one every six minutes. The service time at the desk is four minutes per customer. Assuming Poisson arrivals and exponential service times.
How many customers, on average, are waiting in line in front of the service desk?
1.33
arrival rate = 60/6 = 10 per hour and service rate = 60/4=15 per hour
Key= 1010/(15(15-10))=1.33
TicketMaster has one service desk. Customers arrive at this service desk at an average of one every six minutes. The service time at the desk is four minutes per customer. Assuming Poisson arrivals and exponential service times.
How much time in total does a customer spend at the service desk (waiting plus service times)?
12 Minutes
arrival rate = 60/6 = 10 per hour
service rate = 60/4=15 per hour Key= 1/(15-10)=0.2 hours = 12 minutes
Arrivals at a cafeteria follow a Poisson distribution at the rate of three customers per minute. The service time at the cafeteria is about 15 second per customer, exponentially distributed.
How many customers would you expect to see on average at the cafeteria ?
3
arrival rate= 3 per minute and service rate = 60/15=4 per minute
Key= 3/(4-3)=3
Arrivals at a cafeteria follow a Poisson distribution at the rate of three customers per minute. The service time at the cafeteria is about 15 second per customer, exponentially distributed.
What is the probability that three or more customers are in the cafeteria?
0.42
To answer this question, first you need to calculate P0, P1, P2. And the answer = 1- (P0+P1+P2). Please also find out the difference between this problem and the problem stated in slide 31’s note part
Arrivals at a cafeteria follow a Poisson distribution at the rate of three customers per minute. The service time at the cafeteria is about 15 second per customer, exponentially distributed.
The probability of exactly five arrivals in the next minute is 10.1%
True
Which of the following is not an example of a limited line capacity?
Bridge Toll Booth
Providing customers with a pre-show when they are waiting in line for an amusement park ride is an example of which technique to manage queues?
Trying to divert the customers’ attention when waiting
Which of the following is not a way to control arrivals?
Use a Faster Machine - changing the service rate not controlling arrivals.
In a service system, when the average arrival rate is lower than the average service rate no waiting line will be formed.
False
