An automatic, drive-through car wash design

1. Waiting lines cannot develop if the time to process a customer is constant.
Answer: False
Reference: Why Waiting Lines Form
Difficulty: Easy
Keywords: waiting, line, customers
2. The four elements common to all waiting-line situations are a customer population, a waiting line of customers, the service facility, and a priority rule.
Answer: True
Reference: Structure of Waiting-Line Problems
Difficulty: Moderate
Keywords: priority, rule, customer, line, population
3. A phase represents a single step in providing a service.
Answer: True
Reference: Structure of Waiting-Line Problems
Difficulty: Moderate
Keywords: phase, service
4. A bank that dedicates one window for commercial account customers and one window for personal account channel has two channels.
Answer: True
Reference: Structure of Waiting-Line Problems
Difficulty: Moderate
Keywords: queue, channel
5. If the service system generates customers according to a Poisson distribution, the exponential distribution describes the probability that the next customer will arrive in the next T time periods.
Answer: True
Reference: Probability Distributions
Difficulty: Moderate
Keywords: Poisson, exponential, distribution
6. The mean of the Poisson distribution is equal to its standard deviation.
Answer: False
Reference: Probability Distributions
Difficulty: Moderate
Keywords: Poisson, distribution, mean, variance
7. Short queue lengths typically mean not enough capacity.
Answer: False
Reference: Using Waiting-Line Models to Analyze Operations
Difficulty: Easy
Keywords: queue, capacity, length
8. The number of customers in queue and being served also relates to service efficiency and capacity.
Answer: True
Reference: Using Waiting-Line Models to Analyze Operations
Difficulty: Moderate
Keywords: customer, queue, capacity, efficiency
9. Long lines always mean long waiting times.
Answer: False
Reference: Using Waiting-Line Models to Analyze Operations
Difficulty: Moderate
Keywords: line, waiting, time
10. It is impossible for management to affect the rate of customer arrivals.
Answer: False
Reference: Decision Areas for Management
Difficulty: Moderate
Keywords: arrival, rate, affect
11. Management, servers, and customers would all be happy if, in a single-server situation, the parameter µ is much greater than λ.
Answer: True
Reference: Using Waiting-Line Models to Analyze Operations
Difficulty: Moderate
Keywords: single, server, arrival, service, rate
MULTIPLE CHOICE
12. Which of the following is LEAST likely to benefit from waiting line analysis?
a. Capacity planning
b. Inventory management
c. Budget planning
d. Scheduling
Answer: c
Reference: Uses of Waiting-Line Theory
Difficulty: Moderate
Keywords: single, server, service, rate
13. The best example of a finite customer population is:
a. the car-buying public of an automotive manufacturer.
b. the constituents in a precinct lining up to vote.
c. the e-mail messages arriving at a major ISP mail server.
d. the members of the Management department at your university waiting to speak to the Dean about their department chairman.
Answer: d
Reference: Structure of Waiting-Line Problems
Difficulty: Easy
Keywords: customer, population, finite
14. The distinction between an infinite customer population and a finite customer population is:
a. whether the potential number of customers is appreciably affected by the number of customers already in the system.
b. whether the number of potential customers exceeds the square of the number of servers.
c. whether the number of potential customers exceeds the number of servers raised to the power of the number of channels.
d. if the number of customers exceeds infinity.
Answer: a
Reference: Structure of Waiting-Line Problems
Difficulty: Easy
Keywords: customer, population, finite
15. Ed Deadbeat races to the Bursar’s Office on the first day of class and notes that the line is four students long. Ed figures that the wait will be at least ten minutes and, having better uses of his time, he decides to proceed to the next item on his to-do list. Ed’s behavior is best described as:
a. reneging.
b. balking.
c. blocking.
d. queuing.
Answer: b
Reference: Structure of Waiting-Line Problems
Difficulty: Easy
Keywords: balking, balk
16. India Sisson wants to grab a latte before heading to her marketing class, knowing that the jolt of a double tall mocha is the only thing that can possibly keep her eyes open during today’s presentation on the four P’s. The barista is slower than molasses in January and India notes that the pace of the line won’t permit her to grab her favorite seat in the back row of her class. She decides to risk marketing without a latte and leaves the line before getting served. India’s behavior is best described as:
a. balking.
b. blocking.
c. reneging.
d. queuing.
Answer: c
Reference: Structure of Waiting-Line Problems
Difficulty: Easy
Keywords: reneging, renege
17. The single, multiple, and finite queuing models all assume that:
a. the arrival rate exceeds the service rate..
b. the number of servers exceeds the number of customers.
c. the number of customers exceeds the number of servers.
d. the customers are patient.
Answer: d
Reference: Structure of Waiting-Line Problems
Difficulty: Easy
Keywords: reneging, renege, balking, balk, patient
18. An automatic, drive-through car wash is an example of a:
a. single-channel, single-phase arrangement.
b. single-channel, multiple-phase arrangement.
c. multiple-channel, single-phase arrangement.
d. multiple-channel, multiple-phase arrangement.
Answer: a
Reference: Structure of Waiting-Line Problems
Difficulty: Moderate
Keywords: single, channel, phase
19. A drive-through system at a fast food restaurant where the first facility takes the order, the second takes the money, and the third provides the food is an example of:
a. single-channel, single-phase arrangement.
b. single-channel, multiple-phase arrangement.
c. multiple-channel, single-phase arrangement.
d. multiple-channel, multiple-phase arrangement.
Answer: b
Reference: Structure of Waiting-Line Problems
Difficulty: Moderate
Keywords: single, channel, multiple, phase

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