Question 1

If a manager increases system utilization (assuming no change in the customer arrival rate)  what happens to the customer waiting time?

Accepted Answer

A)   It increases exponentially.
B)   It increases proportionally.
C)   It decreases proportionally.
D)   It decreases exponentially.
E)   No change.F) C) and D)
G) B) and D)

Question 2

A bank of 10 machines requires regular periodic service. Machine running time and service time are both exponential. Machines run for an average of 44 minutes between service requirements, and service time averages six minutes per machine. What is the average number of machines down when there is one operator?

Accepted Answer

A)   1.49
B)   3.35
C)   4.40
D)   6.65
E)   8.51F) C) and E)
G) A) and D)

Question 3

Offering an "early bird" special at a restaurant to reduce waiting times during peak hours is an example of:

Accepted Answer

A)   demand shifting.
B)   queuing psychology.
C)   service phasing.
D)   service standardization.
E)   outsourcing.F) B) and D)
G) B) and E)

Question 4

A dental office with two professionals (one dentist, one hygienist) who work together as a team would be an example of a multiple-channel system.

Accepted Answer

A) True 
 B)False  False

Question 5

A restaurant at a popular Colorado casino provides priority service to player's card holders. The restaurant has 10 tables or booths where customers may be seated. The service time (time a booth or table is occupied)  averages 40 minutes once a party is seated. The customer arrival rate is 12 parties per hour, with the parties being equally divided between card holders and people without player's cards. What is the average time that parties without player's cards wait to be seated?

Accepted Answer

A)   approx. 4 minutes
B)   approx. 8 minutes
C)   approx. 12 minutes
D)   approx. 15 minutes
E)   approx. 2 minutesF) B) and D)
G) C) and D)

Question 6

Which one of the following measures of system performance is a key measure with respect to customer satisfaction?

Accepted Answer

A)   average number of customers waiting in line
B)   system utilization
C)   average number of customers in the calling population
D)   probability of a server being busy
E)   capacity costs per hourF) A) and E)
G) D) and E)

Question 7

A queuing system has four crews with three members each. The number of "servers" is:

Accepted Answer

A)   3.
B)   4.
C)   7.
D)   12.
E)   1.F) All of the above
G) A) and B)

Question 8

A bank of 10 machines requires regular periodic service. Machine running time and service time are both exponential. Machines run for an average of 44 minutes between service requirements, and service time averages six minutes per machine. What is the probability that a machine will have to wait for service with two operators?

Accepted Answer

A)   .654
B)   .090
C)   .346
D)   .910
E)   .016F) A) and E)
G) A) and B)

Question 9

The goal of queuing analysis is to minimize:

Accepted Answer

A)   the sum of customer waiting costs and capacity costs.
B)   the sum of customer waiting time and service time.
C)   capacity costs.
D)   customer waiting time.
E)   idle servers.F) B) and C)
G) B) and D)

Question 10

The goal of waiting-line management is to eliminate customer waiting lines.

Accepted Answer

A) True 
 B)False

Question 11

In a multichannel system with multiple waiting lines, customers shifting among the waiting lines is an example of:

Accepted Answer

A)   departing.
B)   utilizing.
C)   abandoning.
D)   balking.
E)   jockeying.F) A) and C)
G) B) and C) E

Question 12

Consider these data regarding the multiple-server, priority service queuing model: $$\begin{array} { l l } 
\text { Priority } & \text { Average Arrival Rate } \
\hline \text { High } & 3 \text { per hour (Poisson) } \
\text { Low } & 5 \text { per hour (Poisson) }
\end{array}$$ Service Rate: 2 per hour (Poisson)
Number of Servers: 5
What is system utilization?

Accepted Answer

The answer of Consider these data regarding the multiple-server, priority...

Question 13

The total cost curve:

Accepted Answer

A)   starts at zero and increases as service capacity increases.
B)   begins high and decreases as service capacity increases.
C)   starts high, declines, then increases again.
D)   remains relatively flat regardless of service capacity.
E)   starts at zero, increases rapidly, then declines slowly back to zero.F) A) and D)
G) B) and C)

Question 14

Queue discipline requires a security presence to maintain order.

Accepted Answer

A) True 
 B)False

Question 15

Consider these data regarding the multiple-server, priority service queuing model: $$\begin{array} { l l } 
\text { Priority } & \text { Average Arrival Rate } \
\hline \text { High } & 3 \text { per hour (Poisson) } \
\text { Low } & 5 \text { per hour (Poisson) }
\end{array}$$ Service Rate: 2 per hour (Poisson)
Number of Servers: 5
What is the average time in line for a high-priority item?

Accepted Answer

The answer of Consider these data regarding the multiple-server, priority...

Question 16

Although it is generally the case that service systems have enough capacity, waiting lines result when __________ exceeds capacity for periods of time.

Accepted Answer

A)   homogeneity
B)   variability
C)   price
D)   demand
E)   heterogeneityF) B) and C)
G) A) and E)

Question 17

Consider these data regarding the multiple-server, priority service queuing model: $$\begin{array} { l l } 
\text { Priority } & \text { Average Arrival Rate } \
\hline \text { High } & 3 \text { per hour (Poisson) } \
\text { Low } & 5 \text { per hour (Poisson) }
\end{array}$$ Service Rate: 2 per hour (Poisson)
Number of Servers: 5
What is the average number of high-priority items waiting in line for service?

Accepted Answer

The answer of Consider these data regarding the multiple-server, priority...

Question 18

Consider these data regarding the multiple-server, priority service queuing model: $$\begin{array} { l l } 
\text { Priority } & \text { Average Arrival Rate } \
\hline \text { High } & 3 \text { per hour (Poisson) } \
\text { Low } & 5 \text { per hour (Poisson) }
\end{array}$$ Service Rate: 2 per hour (Poisson)
Number of Servers: 5
What is the average number of low-priority items waiting in line for service?

Accepted Answer

1.98

Question 19

Waiting lines occur even in underloaded systems because of variability in service rates and/or arrival rates.

Accepted Answer

A) True 
 B)False

Question 20

The goal of queuing analysis is to balance the cost of providing a level of service capacity with the possible loss of business due to customers leaving the line or refusing to wait.

Accepted Answer

A) True 
 B)False

Exam 18: Management of Waiting Lines

If a manager increases system utilization (assuming no change in the customer arrival rate) what happens to the customer waiting time?

Correct Answer
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Correct Answer
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Offering an "early bird" special at a restaurant to reduce waiting times during peak hours is an example of:

Correct Answer
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A dental office with two professionals (one dentist, one hygienist) who work together as a team would be an example of a multiple-channel system.

Correct Answer
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False

Correct Answer
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Which one of the following measures of system performance is a key measure with respect to customer satisfaction?

Correct Answer
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A queuing system has four crews with three members each. The number of "servers" is:

Correct Answer
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Correct Answer
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The goal of queuing analysis is to minimize:

Correct Answer
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The goal of waiting-line management is to eliminate customer waiting lines.

Correct Answer
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In a multichannel system with multiple waiting lines, customers shifting among the waiting lines is an example of:

Correct Answer
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E

Correct Answer
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The total cost curve:

Correct Answer
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Queue discipline requires a security presence to maintain order.

Correct Answer
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Correct Answer
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Although it is generally the case that service systems have enough capacity, waiting lines result when __________ exceeds capacity for periods of time.

Correct Answer
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Correct Answer
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Correct Answer
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1.98

Waiting lines occur even in underloaded systems because of variability in service rates and/or arrival rates.

Correct Answer
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The goal of queuing analysis is to balance the cost of providing a level of service capacity with the possible loss of business due to customers leaving the line or refusing to wait.

Correct Answer
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Exam 18: Management of Waiting Lines

If a manager increases system utilization (assuming no change in the customer arrival rate) what happens to the customer waiting time?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Offering an "early bird" special at a restaurant to reduce waiting times during peak hours is an example of:

Correct AnswerverifiedShow Answer

A dental office with two professionals (one dentist, one hygienist) who work together as a team would be an example of a multiple-channel system.

Correct AnswerverifiedFalse

Correct AnswerverifiedShow Answer

Which one of the following measures of system performance is a key measure with respect to customer satisfaction?

Correct AnswerverifiedShow Answer

A queuing system has four crews with three members each. The number of "servers" is:

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The goal of queuing analysis is to minimize:

Correct AnswerverifiedShow Answer

The goal of waiting-line management is to eliminate customer waiting lines.

Correct AnswerverifiedShow Answer

In a multichannel system with multiple waiting lines, customers shifting among the waiting lines is an example of:

Correct AnswerverifiedE

Correct AnswerverifiedShow Answer

The total cost curve:

Correct AnswerverifiedShow Answer

Queue discipline requires a security presence to maintain order.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Although it is generally the case that service systems have enough capacity, waiting lines result when __________ exceeds capacity for periods of time.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct Answerverified1.98

Waiting lines occur even in underloaded systems because of variability in service rates and/or arrival rates.

Correct AnswerverifiedShow Answer

The goal of queuing analysis is to balance the cost of providing a level of service capacity with the possible loss of business due to customers leaving the line or refusing to wait.

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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False

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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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E

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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1.98

Correct Answer
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Correct Answer
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