Question 1

Rosa Wilkins gives 30-minute therapeutic massages at a local gym.All of her Monday and Friday appointments are taken and she has a waiting list for those who would like to move their regular massage to the first or the last day in the week.At the end of those days Wilkins is exhausted.Demand on Tuesdays and Thursdays is at an acceptable level,but no one seems to want a massage on Wednesday.Wilkins wishes she could convince some of her Monday and Friday customers to come on Wednesday.Can you give her some ideas to help shift the demand for her service?

Accepted Answer

The answer of Rosa Wilkins gives 30-minute therapeutic massages at...

Question 2

In a supermarket,customers who have only a few items will wait longer than customers who have a full cart of groceries because supermarkets use a differentiating queue.

Accepted Answer

Supermarkets often have express lanes specifically for customers with a few items to expedite their checkout process, making their wait times shorter compared to those with full carts.

Question 3

Last spring the advisement center at Santa Rosa Community College was unable to help all the students who wanted advice on the school's new core curriculum.During the summer the advisement center has hired you to analyze its operational procedures for any inefficiencies.As it exists now,students enter a room,take a chair or more likely a position standing up and get to talk to their assigned advisor whenever that advisor becomes free.Since all the advisors have access to the same information,you have suggested that the center set up queues.Briefly explain the different queue configurations and indicate which would be best in this situation.

Accepted Answer

The answer of Last spring the advisement center at Santa...

Question 4

Callie's Canine Cottage has 45 kennels for boarding dogs.During June,July,August,November and December,each of the kennels is booked.During these months,Callie's always charges its regular price of $15 per day per kennel.When business is slow,Callie's sometimes charges a discounted rate of $13 per day per kennel for the first 25 kennels booked and $15 for the rest.On September 15^th,Callie's filled 25 kennels at $13 per day and 10 kennels at $15 per day.Calculate Callie's yield for September 15^th.

Accepted Answer

The answer of Callie's Canine Cottage has 45 kennels for...

Question 5

There are several steps involved in understanding demand patterns for an organization.What is the first thing a service organization must do?

Accepted Answer

The answer of There are several steps involved in understanding...

Question 6

If customer waits are common,a first step is to analyze the operational processes to remove any inefficiencies.

Accepted Answer

Analyzing operational processes can help identify inefficiencies that may be causing customer wait times and allow for improvements to be made.

Question 7

What are the challenges and risks in using yield management?

Accepted Answer

The answer of What are the challenges and risks in...

Question 8

What is the fundamental issue underlying supply and demand management in services?

Accepted Answer

The answer of What is the fundamental issue underlying supply...

Question 9

When the advising center at Santa Rosa Community College stays open longer hours during the week prior to registration for classes,what strategy for matching capacity and demand is being used?

Accepted Answer

The answer of When the advising center at Santa Rosa...

Question 10

On Saturday nights,the wait for a table at the popular restaurant Chez Anthony can be more than one hour.How would the waiting experience differ for a person waiting alone as compared to a person waiting with a group of friends?

Accepted Answer

The answer of On Saturday nights,the wait for a table...

Question 11

In a dentist's office,the wait will seem longer for a patient who is anxious than for a patient who is calm and relaxed.

Accepted Answer

Anxiety can cause time to feel like it is passing more slowly, leading patients to perceive the wait as longer than it actually is. Conversely, a patient who is calm and relaxed may not notice the wait as much and feel like time is passing more quickly.

Question 12

Research indicates that yield management approaches are most appropriate when a service market is targeting one large market segment.

Accepted Answer

Yield management is most effective when a service market is targeting multiple market segments with varying demand patterns. By using yield management techniques, businesses can adjust prices and availability to optimize revenue for each segment.

Question 13

Briefly define a "chase demand" strategy.

Accepted Answer

The answer of Briefly define a "chase demand" strategy....

Question 14

With respect to customer demand,what do the insurance industry,the banking industry and the dry cleaning industry have in common?

Accepted Answer

The answer of With respect to customer demand,what do the...

Question 15

Summer enrollments at New Bedford College are low.The campus administrators rent out dorms to people participating in hostel programs.These participants have their meals provided in the school cafeteria.New Bedford is using which of the following strategies for shifting demand to match capacity?

Accepted Answer

The answer of Summer enrollments at New Bedford College are...

Question 16

What kind of demand fluctuation for janitorial services resulted from the 2004 hurricane season in Florida?

Accepted Answer

The answer of What kind of demand fluctuation for janitorial...

Question 17

What are the critical fixed-capacity factors that affect how well a service business can handle demand fluctuations?

Accepted Answer

The answer of What are the critical fixed-capacity factors that...

Question 18

List the four bases that can be used to differentiate waiting customers.

Accepted Answer

The answer of List the four bases that can be...

Question 19

An advantage of a single-queue configuration is that customers have an opportunity to select a particular service provider.

Accepted Answer

In a single-queue configuration, customers are served by the next available service provider, so they do not have the opportunity to select a particular one. This is a disadvantage of this type of configuration.

Question 20

Bianca teaches computer classes on campus as a part of a university continuing education program.One of her most popular classes is called,"Social Media Sanity".In a typical week she teaches three sections of this class and each class meets one day a week for six weeks.Bianca currently teaches 20 students per class.She spends a lot of time preparing her class lectures and makes sure that the class meets the needs of the students in it.Demand for her classes has tripled and she has to turn students away each term.Discuss how Bianca can use "stretch" strategies to adjust the class capacity.

Accepted Answer

The answer of Bianca teaches computer classes on campus as...

Quiz 13: Managing Demand and Capacity