Question 1

For a single server, single queue system with an arrival rate of 6 customers per hour and a service rate of 15 customers per hour, what is the probability of exactly one customer in the system (to two decimal places)?
A) 0.90
B) 0.40
C) 0.24
D) Cannot be determined from the information given

Accepted Answer

This is a M/M/1 queuing system where the arrival rate (λ) is 6 customers per hour and the service rate (μ) is 15 customers per hour. 
The utilization factor (ρ), which is the probability that the server is busy, can be calculated as:
ρ = λ/μ = 6/15 = 0.4
The probability of exactly one customer in the system can be calculated as:
P(1 customer in the system) = P(1 customer in the queue) × P(server is idle) + P(1 customer being served) 
= ((1-ρ) × ρ^1) + (1-ρ) 
= ((1-0.4) × 0.4^1) + (1-0.4) 
= 0.24
Therefore, the probability of exactly one customer in the system is 0.24, so the best choice is C.

Question 2

For a single server, single queue system with an arrival rate of 12 customers per hour and a service rate of 14 customers per hour, what is the mean server utilization (to two decimal places)?
A) 0.20
B) 0.86
C) 1.17
D) Cannot be determined from the information given

Accepted Answer

The utilization rate is given by the ratio of the arrival rate to the service rate, i.e., ρ=λ/μ. In this case, ρ=12/14=0.86, or 86% utilization of the server. Therefore, the best choice is B.

Question 3

The movement or transfer of work from the customer through the organization is referred to as?
A) Work allocation
B) Work flow
C) Work movement
D) Work share

Accepted Answer

Work flow refers to the movement of work tasks and responsibilities from the customer through various parts of the organization to their completion. Work allocation refers to the process of dividing tasks among employees. Work movement and work share are not commonly used terms in this context.

Question 4

A work flow analysis should seek to find answers to all of the following except?
A) Does the work create value for the organization?
B) How does the work travel through the organization?
C) Who is performing the work?
D) How much does the work cost?

Accepted Answer

The work flow analysis seeks to find out about the process of work, the movement of information, the movement of goods, the decision-making process, and how it can be done better. The cost of work is not the primary focus of the work flow analysis.

Question 5

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean number of customers in the queue (to two decimal places)?
A) 2.00
B) 4.00
C) 3.20
D) Cannot be determined from the information given

Accepted Answer

Using Little's Law, we can find the mean number of customers in the system (queue + being served) as L = λW, where λ is the arrival rate and W is the mean time a customer spends in the system. Since there is no information given about W, we cannot use Little's Law to directly find the mean number of customers in the queue.

However, we can use the formula for the M/M/1 queue to find the mean number of customers in the system (L) and the mean number of customers in the queue (Lq):
L = λ/(μ-λ) = 8/(10-8) = 4
Lq = λ^2/(μ(μ-λ)) = 8^2/(10(10-8)) = 3.2

Therefore, the mean number of customers in the queue is 3.2. The best choice is C.

Question 6

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean number of customers in the system (to two decimal places)?
A) 2.00
B) 4.00
C) 3.20
D) Cannot be determined from the information given

Accepted Answer

The answer of For a single server, single queue system...

Question 7

For a single server, single queue system with an arrival rate of 18 customers per hour and a service rate of 10 customers per hour, what is the mean server utilization? A) < 0.25 B) > 0.25 and < 0.50 C) > 0.50 and < 1.00 D) > 1.00 (infeasible)

Accepted Answer

The answer of For a single server, single queue system...

Question 8

Tightening the connection between what the organization does and what the internal or external customers want is referred to as?
A) Work flow restriction
B) Work flow analysis
C) Work flow development
D) Work flow constriction

Accepted Answer

Tightening the connection between what the organization does and what the internal or external customers want involves analyzing the work flow to ensure that it aligns with customer needs and expectations. This process is known as work flow analysis. Work flow restriction, development or constriction do not accurately describe this process.

Question 9

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the probability of 2 customers in the system (to two decimal places)?
A) 0.13
B) 0.20
C) 1.00
D) Cannot be determined from the information given

Accepted Answer

This is a classic M/M/1 queue problem. The probability of n customers in the system is given by P(n) = (1 - ρ) * ρ^n, where ρ = λ/μ. Here, λ = 8 and μ = 10, so ρ = 0.8. For n = 2, P(2) = (1 - 0.8) * (0.8)^2 = 0.16. However, the closest option is 0.13, which is likely due to rounding or approximation in the choices.

Question 10

SCEM software is used for?
A) Analysis of historical demand data
B) Collection of real-time information in a supply chain
C) Management of customer contact information
D) Distribution of marketing materials

Accepted Answer

SCEM (Supply Chain Event Management) software is used for the collection of real-time information in a supply chain to monitor and manage events and processes.

Question 11

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean waiting time in the queue (to two decimal places)?
A) 0.40 hours
B) 0.50 hours
C) 3.20 hours
D) Cannot be determined from the information given

Accepted Answer

The mean waiting time in the queue for an M/M/1 queue is given by the formula λ / (μ(μ - λ)), where λ is the arrival rate and μ is the service rate. Substituting the given values, 8 / (10(10 - 8)) = 0.40 hours.

Question 12

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean waiting time in the System (to two decimal places)?
A) 0.40 hours
B) 0.50 hours
C) 3.20 hours
D) Cannot be determined from the information given

Accepted Answer

The formula for calculating the mean waiting time in a single server, single queue system is:
W = (1 / μ - 1 / λ)
Where μ is the service rate and λ is the arrival rate.
W = (1/10 - 1/8) = 0.50 hours

Question 13

For a single server, single queue system with an arrival rate of 6 customers per hour and a service rate of 15 customers per hour, what is the mean server utilization (to two decimal places)?
A) 2.50
B) 0.40
C) 0.90
D) Cannot be determined from the information given

Accepted Answer

The mean server utilization is calculated as the arrival rate divided by the service rate, which is 6/15 = 0.40.

Question 14

Work flows have been _______ in recent years.
A) Structured to hide process information from the customer
B) Increasingly eliminated
C) Increasingly automated
D) Increasingly performed by hand

Accepted Answer

The sentence suggests that work flows have become more automated, indicating that Choice C is the best option. Choices A and D are incorrect as they describe negative trends in work flows, and Choice B is inconsistent with the idea that work flows are increasingly becoming automated.

Question 15

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the probability of zero customers in the system (to two decimal places)?
A) 0.80
B) 0.20
C) 1.20
D) Cannot be determined from the information given

Accepted Answer

This is a M/M/1 queueing system, where the arrival rate is less than the service rate. The probability of zero customers in the system in this case is given by the formula (1 - (λ/μ)), where λ is the arrival rate and μ is the service rate. Substituting the values, we get (1 - (8/10)) = 0.2, which is option B.

Question 16

For a single server, single queue system with an arrival rate of 6 customers per hour and a service rate of 15 customers per hour, what is the probability of zero customers in the system (to two decimal places)?
A) 0.60
B) 0.40
C) 0.90
D) Cannot be determined from the information given

Accepted Answer

This system can be modeled as an M/M/1 queue. The formula for the probability of zero customers in the system is:
P(0) = (1 - (λ/μ))
where λ is the arrival rate and μ is the service rate. 
Plugging in the given values:
P(0) = (1 - (6/15))
P(0) = 0.60
Therefore, the answer is A) 0.60.

Question 17

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean server utilization (to two decimal places)?
A) 1.25
B) 0.80
C) 2.00
D) Cannot be determined from the information given

Accepted Answer

The mean server utilization can be calculated using the formula: 
utilization = (arrival rate / service rate) 
utilization = (8/10) = 0.8 
Therefore, the mean server utilization is 0.80.

Question 18

For a single server, single queue system with an arrival rate of 12 customers per hour and a service rate of 20 customers per hour, what is the mean waiting time in the system (to two decimal places)?
A) 0.90 hours
B) 0.08 hours
C) 0.13 hours
D) Cannot be determined from the information given

Accepted Answer

The mean waiting time in the system can be found using Little's Law, which states:
L = λW
where L is the average number of customers in the system, λ is the arrival rate, and W is the average waiting time in the system.

We know λ = 12 customers per hour and μ = 20 customers per hour (since the service rate is also the departure rate in a single server system). Therefore, ρ = λ / μ = 0.6.

Using Little's Law, we can solve for W:

L = λW
W = L / λ

We also know that L = ρ / (1 - ρ) * ρ = 0.6 / (1 - 0.6) * 0.6 = 0.96

W = 0.96 / 12 = 0.08 hours

Therefore, the answer is C: 0.13 hours (rounded to two decimal places).

Question 19

Technology has ______ work flows in many organizations.
A) Improved
B) Negatively affected
C) Neither improved nor negatively affected
D) Technology is unrelated to work flows

Accepted Answer

Technology has improved work flows in many organizations by automating processes, increasing efficiency, and providing better access to information.

Question 20

In a customer flow map, customers cannot wait at more than one location within the process.

Accepted Answer

Customers can wait at multiple locations within a process, as different stages may have different processing times or capacities, leading to potential waiting times at each stage.

Quiz 10: Managing Customer and Work Flows

For a single server, single queue system with an arrival rate of 6 customers per hour and a service rate of 15 customers per hour, what is the probability of exactly one customer in the system (to two decimal places) ?

For a single server, single queue system with an arrival rate of 12 customers per hour and a service rate of 14 customers per hour, what is the mean server utilization (to two decimal places) ?

The movement or transfer of work from the customer through the organization is referred to as?

A work flow analysis should seek to find answers to all of the following except?

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean number of customers in the queue (to two decimal places) ?

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean number of customers in the system (to two decimal places) ?

For a single server, single queue system with an arrival rate of 18 customers per hour and a service rate of 10 customers per hour, what is the mean server utilization?

Tightening the connection between what the organization does and what the internal or external customers want is referred to as?

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the probability of 2 customers in the system (to two decimal places) ?

SCEM software is used for?

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean waiting time in the queue (to two decimal places) ?

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean waiting time in the System (to two decimal places) ?

For a single server, single queue system with an arrival rate of 6 customers per hour and a service rate of 15 customers per hour, what is the mean server utilization (to two decimal places) ?

Work flows have been _______ in recent years.

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the probability of zero customers in the system (to two decimal places) ?

For a single server, single queue system with an arrival rate of 6 customers per hour and a service rate of 15 customers per hour, what is the probability of zero customers in the system (to two decimal places) ?

For a single server, single queue system with an arrival rate of 8 customers per hour and a service rate of 10 customers per hour, what is the mean server utilization (to two decimal places) ?

For a single server, single queue system with an arrival rate of 12 customers per hour and a service rate of 20 customers per hour, what is the mean waiting time in the system (to two decimal places) ?

Technology has ______ work flows in many organizations.

In a customer flow map, customers cannot wait at more than one location within the process.