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OPERATION MANAGEMENT EXAM QUESTIONS AND ANSWERS 2024 #29.
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OPERATION MANAGEMENT EXAM QUESTIONS ANDANSWERS 2024 #29
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. - correct answer False
Services often take the form of repeated encounters involving face-to-face interactions.
- correct answer 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. -
correct answer 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. - correct answer 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. - correct answer False
It is difficult to separate the operations management functions from marketing in
services. - correct answer True
The service-system design matrix identifies five alternative forms of service encounters.
- correct answer False
The service-system design matrix identifies six forms of service encounters. - correct
answer True
The "service blueprint" is a classification of services. - correct answer False
Poka-yokes are procedures that block the inevitable mistake from becoming a service
defect. - correct answer True
Poka-yoke is roughly translated from Japanese as "quality management." - correct
answer False
Poka-yoke is roughly translated from Japanese as "avoid mistakes." - correct answer
True
An important aspect of service products is that they cannot be inventoried. - correct
answer True
Customer contact refers to creation of the service. - correct answer False
,The work process involved in providing the service must involve the physical presence
of the customer in the system. - correct answer 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. - correct answer True
Ideally in waiting line or queuing analysis we want to balance the cost of service
capacity with the cost of waiting. - correct answer True
The customer arrivals in a queuing system come almost exclusively from finite
populations. - correct answer False
The customer arrivals in a queuing system come almost exclusively from infinite
populations. - correct answer 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. - correct answer 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. - correct answer True
A variable arrival rate is more common in waiting line management than a constant
arrival rate. - correct answer True
A constant arrival rate is more common in productive systems than a variable arrival
rate. - correct answer False
Arrival characteristics in a queuing problem analysis include the length of the queue. -
correct answer 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. - correct
answer True
The demand on a hospital's emergency medical services is considered a controllable
arrival pattern of the calling population. - correct answer False
The demand on a hospital's emergency medical services is considered an
uncontrollable arrival pattern of the calling population. - correct answer True
Gas stations, loading docks, and parking lots have infinite potential length of lines for
their respective queuing systems. - correct answer False
, Highest-profit customer first is a queue discipline discussed in the textbook. - correct
answer True
Longest waiting time in line is a queue discipline discussed in the textbook. - correct
answer True
Best customer last is a queue discipline discussed in the textbook. - correct answer
False
A car wash is an example of a single channel, multiphase queuing system. - correct
answer True
A tellers' window in a bank is an example of a single channel, multiphase queuing
system. - correct answer False
The admissions system in a hospital for patients is an example of a single channel,
single phase queuing system. - correct answer False
There are different queuing models to fit different queuing situations. - correct answer
True
In a practical sense, an infinite queue is one that includes every possible member of the
served population. - correct answer False
In a waiting line situation, multiple lines occur only when there are multiple servers. -
correct answer False
The term "queue discipline" involves the art of controlling surly and unruly customers
who have become irritated by waiting. - correct answer 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. - correct answer 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. - correct answer 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. - correct answer True
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