Deck 12: Managing Waiting Lines

Question 1

In analytical queuing models, the calling population mainly determines whether the queue will be finite or infinite.

Answer 1

False

Question 2

For the exponential distribution we have:

A) the mean equal to its standard deviation.
B) the variance equal to the standard deviation.
C) no specific relationship between mean and variance.
D) the mean equal to the reciprocal of the variance.

Answer 2

A

Question 3

For a multiple channel queuing system with multiple queues, allowing customers to jockey will enhance service utilization.

Answer 3

True

Question 4

When the number of arrivals per unit time follows a Poisson distribution, the most important implication is that:

A) the arrivals are dependent and non-random.
B) the time between arrivals is exponentially distributed.
C) eventually the queue length will stabilize.
D) the rate of completion of service is also Poisson distributed.

Question 5

Demand smoothing is accomplished by the differential pricing policy of telephone companies.

Question 6

Balking is the term used to describe the phenomenon of customers leaving a queue that they have joined before service is rendered.

Question 7

The calling population is termed finite when:

A) there is restriction on the maximum number in the queue.
B) only a limited number of people may use the facility in any given period.
C) the interarrival time is not very large.
D) there is no queue discipline specified.

Question 8

The net result of waiting, apart from the boredom and frustration experienced by the consumer and the associated loss of goodwill, is the reduced utilization of capacity of the service.

Question 9

The FCFS rule is most often used because:

A) analytical models depend upon its use.
B) it represents social justice.
C) it is viewed as fair.
D) most other rules are not as easily applied.

Question 10

Which one of the following is not true of multiple queue configurations?

A) Jockeying is eliminated.
B) Division of labor is possible.
C) Service provided can be differentiated.
D) The FCFS rule is not always followed.

Question 11

If the number of arrivals in an interval of time follows an exponential distribution, the interarrival time is known to follow a Poisson distribution.

Question 12

Concealment of the waiting line or at least part of it is a very effective deterrent against reneging.

Question 13

For a single channel queuing system with finite queue, the value of SYMBOL 108 \f "Symbol" may exceed SYMBOL 109 \f "Symbol" because some potential customers are forced to balk.

Question 14

The term interarrival time refers to the time elapsed between initiation of service and its completion.

Question 15

Waiting is often seen as psychological punishment because the consumer is aware of the opportunity cost of waiting time and the resulting loss of earnings.

Question 16

The time a consumer will spend waiting is directly related to the amount of money he is paying for the service. The less the service costs him, the longer he is willing to wait.

Question 17

The main advantage of the multiple queue configuration is that it guarantees fairness to all by ensuring that a first-come-first-served rule applies to all arrivals.

Question 18

The term queue configuration refers to the number of queues, their locations, their spatial requirements, and their effect on consumer behavior.

Question 19

An arrangement of servers in parallel is an insurance against breakdown of the service in case of absenteeism or equipment failure. It, thus, adds to flexibility at the expense of capacity utilization.

Question 20

Multiple-queue configuration may deter balking behavior.
Multiple Choice

Question 21

Spatial distribution of demand is important to consider in which of the following services?

A) Restaurants
B) Banking
C) Emergency ambulance services
D) Motels

Question 22

Which queue configuration permits opportunities for division of labor and service differentiation?

A) multiple queue
B) single queue
C) take a number
D) self serve

Question 23

Which of the following is not an effective way to manage the psychology of waiting?

A) Prominently display time with a large analog clock.
B) Inform customers when long waits are anticipated.
C) Use diversions to occupy customer waiting times.
D) Employ a take-a-number system to ensure fairness.

Question 24

The following are all advantages of the single queue system, except:

A) the arrangement guarantees fairness by ensuring that the FCFS rule applies.
B) the anxiety of "Am I in the fastest line?" is eliminated.
C) the problem of line cutting is reduced.
D) the customer has the option of selecting a particular server of preference.

Question 25

Which of the following is not an advantage of a multiple-queue configuration?

A) FCFS rule is guaranteed.
B) Differentiation of service can be provided.
C) Division of labor is possible.
D) Customers have choice of server.

Question 26

All but one of the following are techniques to lessen the boredom of waiting customers:

A) placement of mirrors in elevators.
B) telling customers how long the wait is at different points in the queue.
C) installing a television tuned to CNN.
D) displaying time with a large analog clock.

Question 27

According to Maister, one of the following statements is not true of waits.

A) Unoccupied time feels longer than occupied time.
B) Anxiety makes waits feel longer.
C) In-process waits feel longer than preprocess waits.
D) Unfair waits feel longer than fair waits.

Question 28

After selecting a line in a multiple queue system, a customer is ________ when she or he switches to a different line perceive it to be moving faster.

A) jockeying
B) balking
C) reneging
D) weaving

Question 29

According to Maister's Second Law of Service:

A) perceptions minus expectations equal the level of customer satisfaction.
B) first impressions can influence the remainder of the service experience.
C) quality in the service industry is essentially free.
D) a waiting customer cannot be satisfied.

Question 30

Supermarkets can be described by which of the following facility arrangement?

A) Self-serve followed by service in parallel
B) Many service centers in parallel and series
C) Servers in parallel
D) Self-service

Question 31

One advantage of the multiple queue compared to a single queue is that multiple queues

A) minimize wait times.
B) reduce the average service time.
C) lead to a perceived shorter service time.
D) lead to a perceived shorter wait time.

Question 32

Which of the following is not an essential feature of a queuing system?

A) Calling population
B) Queue configuration
C) Service process
D) Customer

Question 33

A single-server food cart competes with several nearby food carts and experiences arrival of customers during an 8-hour period as shown: Customers would probably exhibit a high incidence of ________ during the 11
A) balking; offer "2 for 1" specials during slow periods.

A)m.-1 p.m. and 4 p.m.-5 p.m. periods; to avoid this opportunity cost, the cart owner should __________
B) reneging; expand the menu.
C) jockeying; offer price discounts between 2 p.m. and 4 p.m.
D) balking; add another server during peak periods.

Question 34

Empirical studies have suggested that the distribution of inter-arrival times is:

A) Poisson
B) Exponential
C) Uniform
D) FCFS