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Managing Customer and Work Flows MCQ

In the weighted point evaluation method, the product that is usually selected is the one with ____.

Answer

Correct Answer: The highest overall score

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_______ identifies work processes that can be redesigned or eliminate

Answer

Correct Answer: Work flow analysis

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_______ refers to the structure of the queue.

Answer

Correct Answer: The queue configuration

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_______ is when customers don’t join a queue because it is too long.

Answer

Correct Answer: Balking

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_______ is when a customer in a queue gives up and leaves the queue.

Answer

Correct Answer: Reneging

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_______ refers to the policy used to select the next customers in the queue.

Answer

Correct Answer: Queue discipline

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_______ is when customers switch queues.

Answer

Correct Answer: Jockeying

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Selling drinks to customers while they wait for their table at a restaurant describes which of the following demand management techniques?

Answer

Correct Answer: Complementary services

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Directing customers to the appropriate service processes describes which of the following demand management techniques?

Answer

Correct Answer: Demand sorting

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Which of the following demand management techniques tries to create changes in demand during low-demand periods?

Answer

Correct Answer: Pricing policies and promotions

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Which of the following demand management techniques tries to more evenly spread demand over a period of time?

Answer

Correct Answer: Reservations

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“Temporarily adding additional capacity and reducing customer wait times” describes which of the following capacity management techniques?

Answer

Correct Answer: Employee cross-training

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“Using customers as servers” describes which of the following capacity management techniques?

Answer

Correct Answer: Self-service

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When service capacity closely matches customer demand, these activities will help minimize customer wait times:

Answer

Correct Answer: Employee scheduling and cross-training

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Overbooking and the use of differential pricing describe which of the following capacity management techniques?

Answer

Correct Answer: Yield/revenue management

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One purpose of service blueprinting is to identify which of the following activities?

Answer

Correct Answer: All of the above

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The process of selling portions of a fixed capacity to customers at varying prices is known as ______ .

Answer

Correct Answer: Yield Management

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Workflow Analysis can be ______ with other work to achieve improvements in cost and customer service.

Answer

Correct Answer: Both a & b

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The movement or transfer of work from the customer or demand source through the organization according to a set of procedures is known as ______ .

Answer

Correct Answer: Workflow

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Virtual Queue provides customers with pagers.

Answer

Correct Answer: True

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Supply chain event management collects _______ from multiple supply chain sources and converts it into information that gives business managers .

Answer

Correct Answer: Real-time data

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A representation of all activities constituting the service delivery process is known as _____ .

Answer

Correct Answer: Service Blueprinting

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The Second Law of Service is hard to play catch-up ball .

Answer

Correct Answer: True

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The process of selling portions of a fixed capacity to customers at varying prices, so as to maximize revenues is known as ______ .

Answer

Correct Answer: Revenue Management

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Reneging is when customers in a queue ______ and leave the queue

Answer

Correct Answer: Give up

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Queue Segments is a partitioning queue .

Answer

Correct Answer: True

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Queue Discipline used to select the ______ in the queue for service

Answer

Correct Answer: Next customer

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Queue configuration refers to the structure of the queue, i.e.,

Answer

Correct Answer: All of these

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Overbooking refers to accepting more reservations than can be accommodated, to ______ .

Answer

Correct Answer: Maximize revenues

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Jockeying is when customers switch queues.

Answer

Correct Answer: True

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First Law of Service is a _______ .

Answer

Correct Answer: Satisfaction = perception – expectation

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Differential Pricing refers to selling the same product to different customers for different prices .

Answer

Correct Answer: True

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Demand Source can contain a finite number or a very large number of customers, and be ______ .

Answer

Correct Answer: Both a & b

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Demand Sorting is an initial “sorting” of customers performed as they first enter the service system, to better direct them to the appropriate service processes.

Answer

Correct Answer: True

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A visualization of the flow of customers through a service delivery system is known as ______ .

Answer

Correct Answer: Customer Flow Map

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Customer Contact Points are Whenever customers interact with company employees ______ .

Answer

Correct Answer: Both a & b

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Complementary Services is a service that tends to better occupy the time of waiting customers, and be a source of additional revenues.

Answer

Correct Answer: True

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Capacity sharing in the passenger airline industry is known as ______ .

Answer

Correct Answer: Code Sharing

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Balking is When customers _____ a queue because it is too long

Answer

Correct Answer: Don’t join

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Arrival Pattern is the ______ between customer arrivals, or the distribution of interarrival times.

Answer

Correct Answer: Time

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