Deck 12: Managing Waiting Lines

Question 1

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

Answer 1

B

Question 2

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

Answer 2

False

Question 3

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.

Answer 3

False

Question 4

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

Question 5

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 6

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 7

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 8

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

Question 9

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 10

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

Question 11

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

Question 12

Multiple queue configuration may deter balking behavior.

Question 13

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

Question 14

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 15

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 16

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

Question 17

For a single channel queuing system with finite queue, the value of  λ may exceed μ because some potential customers are forced to balk.

Question 18

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

Question 19

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

Question 20

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 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

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 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

Which of the following queue configurations permits opportunities for division of labor and service differentiation?

A) Multiple queue.
B) Single queue.
C) Take a number.
D) Self-serve.

Question 25

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 26

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 27

Which of the following techniques does not 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 28

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 29

According to Maister, which of the following statements is not true for 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 30

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

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

Question 31

A single-server food cart competes with several nearby food carts and experiences arrival of customers during an 8-hour period as shown below:  
 
 
Customers would probably exhibit a high incidence of ________ during the 11 a.m.-1 p.m. and 4 p.m.-5 p.m. periods; to avoid this opportunity cost, the cart owner should ________.

A) balking; offer "2 for 1" specials during slow periods
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 32

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

A) Poisson
B) exponential
C) uniform
D) FCFS

Question 33

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 34

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.