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| 1 | |
The exponential distribution and Poisson distribution differ in that exponential distribution is concerned with time and Poisson is concerned with people. |
| | A) | True |
| | B) | False |
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| 2 | |
Queuing results when current demand falls below a company's capacity to serve. |
| | A) | True |
| | B) | False |
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| 3 | |
If a service cannot decrease the length of time that a customer must wait, the service should consider distractions that alter the customer's perceived wait. |
| | A) | True |
| | B) | False |
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| 4 | |
The true cost of waiting must be measured both from the external customer's point of view (e.g. anxiety, anger), and from the internal customer's point of view (e.g. low utilization). |
| | A) | True |
| | B) | False |
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| 5 | |
If a customer intends to eat at a particular restaurant, but turns away when he/she sees the length of the waiting line, that customer reneged. |
| | A) | True |
| | B) | False |
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| 6 | |
When a customer calls tech support and hears the message "Your call will be answered by the next available operator", that customer has entered a single queue with FCFS queue discipline. |
| | A) | True |
| | B) | False |
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| 7 | |
Which of the following is not one of Maister's laws of service? |
| | A) | If perceptions exceed expectations, the customer is pleased. |
| | B) | First impressions can influence the remainder of the service experience. |
| | C) | If expectations exceed perceptions, the customer is pleased. |
| | D) | None of the above. |
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| 8 | |
Which of the following is not normally associated with the psychology of waiting? |
| | A) | Distractions, however slight, can reduce a customer's sense of being idle. |
| | B) | 'In-process' waits seem longer than 'pre-process' waits. |
| | C) | Explanations of the cause of the delay can ameliorate anxieties associated with waiting. |
| | D) | The FCFS queue discipline is considered egalitarian because all customers are treated alike. |
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| 9 | |
Which of the following is not an advantage of the "single queue'? |
| | A) | Social justice is guaranteed. |
| | B) | The line appears short. |
| | C) | Servers are fully utilized. |
| | D) | Avoid waiting behind a demanding customer. |
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| 10 | |
Which of the following is not an advantage of the 'multiple queue'? |
| | A) | Service delivered can be differentiated. |
| | B) | The customer can select his/her server of choice. |
| | C) | Division of labor is possible. |
| | D) | The arrangement guarantees fairness. |
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| 11 | |
Schlotzky's Deli uses a modified 'Take a Number' system. When a meal is ordered, the customer receives a coaster-sized box that lights up and vibrates when the order is ready. What drawback of the 'Take a Number' system is this method attempting to eliminate? |
| | A) | The need for the customer to be vigilant. |
| | B) | The impersonal nature of the method. |
| | C) | The perceived unfairness of the system. |
| | D) | The mental connection that a customer could make between the restaurant and a post office. |
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| 12 | |
Which queue discipline is considered static? |
| | A) | Preemptive priority rule |
| | B) | First-come, first-served rule |
| | C) | Shortest processing time rule |
| | D) | Round robin rule |
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