Managing Customer and Work Flows MCQ
Managing Customer and Work Flows MCQ
1. In the weighted point evaluation method, the product that is usually selected is the one with ____.
The lowest overall score
The score closest to the benchmark
The highest overall score
The score with the lowest cost
Answer
Correct Answer:
The highest overall score
Note: This Question is unanswered, help us to find answer for this one
Check Answer
2. _______ identifies work processes that can be redesigned or eliminate
Work flow analysis
Work flow
Supply chain event management
Operations evaluation
Answer
Correct Answer:
Work flow analysis
Note: This Question is unanswered, help us to find answer for this one
Check Answer
3. _______ refers to the structure of the queue.
A virtual queue
Reneging
Balking
The queue configuration
Answer
Correct Answer:
The queue configuration
Note: This Question is unanswered, help us to find answer for this one
Check Answer
4. _______ is when customers don’t join a queue because it is too long.
A virtual queue
Balking
Jockeying
The queue configuration
Note: This Question is unanswered, help us to find answer for this one
Check Answer
5. _______ is when a customer in a queue gives up and leaves the queue.
A virtual queue
Reneging
Jockeying
Queue discipline
Note: This Question is unanswered, help us to find answer for this one
Check Answer
6. _______ refers to the policy used to select the next customers in the queue.
A virtual queue
Reneging
Jockeying
Queue discipline
Answer
Correct Answer:
Queue discipline
Note: This Question is unanswered, help us to find answer for this one
Check Answer
7. _______ is when customers switch queues.
A virtual queue
Reneging
Jockeying
Queue discipline
Answer
Correct Answer:
Jockeying
Note: This Question is unanswered, help us to find answer for this one
Check Answer
8. Selling drinks to customers while they wait for their table at a restaurant describes which of the following demand management techniques?
Reservations
Complementary services
Demand sorting
Pricing policies and promotions
Answer
Correct Answer:
Complementary services
Note: This Question is unanswered, help us to find answer for this one
Check Answer
9. Directing customers to the appropriate service processes describes which of the following demand management techniques?
Reservations
Complementary services
Demand sorting
Pricing policies and promotions
Answer
Correct Answer:
Demand sorting
Note: This Question is unanswered, help us to find answer for this one
Check Answer
10. Which of the following demand management techniques tries to create changes in demand during low-demand periods?
Reservations
Complementary services
Demand sorting
Pricing policies and promotions
Answer
Correct Answer:
Pricing policies and promotions
Note: This Question is unanswered, help us to find answer for this one
Check Answer
11. Which of the following demand management techniques tries to more evenly spread demand over a period of time?
Reservations
Complementary services
Demand sorting
Pricing policies and promotions
Answer
Correct Answer:
Reservations
Note: This Question is unanswered, help us to find answer for this one
Check Answer
12. “Temporarily adding additional capacity and reducing customer wait times” describes which of the following capacity management techniques?
Employee scheduling
Yield/revenue management
Employee cross-training
Self-service
Answer
Correct Answer:
Employee cross-training
Note: This Question is unanswered, help us to find answer for this one
Check Answer
13. “Using customers as servers” describes which of the following capacity management techniques?
Employee scheduling
Yield/revenue management
Employee cross-training
Self-service
Answer
Correct Answer:
Self-service
Note: This Question is unanswered, help us to find answer for this one
Check Answer
14. When service capacity closely matches customer demand, these activities will help minimize customer wait times:
Employee scheduling and cross-training
Yield/revenue management
Service blueprinting
Self-service
Answer
Correct Answer:
Employee scheduling and cross-training
Note: This Question is unanswered, help us to find answer for this one
Check Answer
15. Overbooking and the use of differential pricing describe which of the following capacity management techniques?
Employee scheduling
Yield/revenue management
Employee cross-training
Self-service
Answer
Correct Answer:
Yield/revenue management
Note: This Question is unanswered, help us to find answer for this one
Check Answer
16. One purpose of service blueprinting is to identify which of the following activities?
Direct contact
Indirect contact
No contact
All of the above
Answer
Correct Answer:
All of the above
Note: This Question is unanswered, help us to find answer for this one
Check Answer
17. The process of selling portions of a fixed capacity to customers at varying prices is known as ______ .
Workflow
Workflow Analysis
Yield Management
None of these
Answer
Correct Answer:
Yield Management
Note: This Question is unanswered, help us to find answer for this one
Check Answer
18. Workflow Analysis can be ______ with other work to achieve improvements in cost and customer service.
Eliminated
Combined
Both a & b
None of these
Answer
Correct Answer:
Both a & b
Note: This Question is unanswered, help us to find answer for this one
Check Answer
19. The movement or transfer of work from the customer or demand source through the organization according to a set of procedures is known as ______ .
Workflow
Workflow Analysis
Yield Management
None of these
Note: This Question is unanswered, help us to find answer for this one
Check Answer
20. Virtual Queue provides customers with pagers.
True
False
Note: This Question is unanswered, help us to find answer for this one
Check Answer
21. Supply chain event management collects _______ from multiple supply chain sources and converts it into information that gives business managers .
Real-time data
Big data
Both a & b
None of these
Answer
Correct Answer:
Real-time data
Note: This Question is unanswered, help us to find answer for this one
Check Answer
22. A representation of all activities constituting the service delivery process is known as _____ .
Revenue Management
Second Law of Service
Service Blueprinting
None of these
Answer
Correct Answer:
Service Blueprinting
Note: This Question is unanswered, help us to find answer for this one
Check Answer
23. The Second Law of Service is hard to play catch-up ball .
True
False
Note: This Question is unanswered, help us to find answer for this one
Check Answer
24. The process of selling portions of a fixed capacity to customers at varying prices, so as to maximize revenues is known as ______ .
Revenue Management
Second Law of Service
Service Blueprinting
None of these
Answer
Correct Answer:
Revenue Management
Note: This Question is unanswered, help us to find answer for this one
Check Answer
25. Reneging is when customers in a queue ______ and leave the queue
Give up
Put up with
Stand firm against
Stand up against
Note: This Question is unanswered, help us to find answer for this one
Check Answer
26. Queue Segments is a partitioning queue .
True
False
Note: This Question is unanswered, help us to find answer for this one
Check Answer
27. Queue Discipline used to select the ______ in the queue for service
Next customer
Current customer
Previous customer
All of these
Answer
Correct Answer:
Next customer
Note: This Question is unanswered, help us to find answer for this one
Check Answer
28. Queue configuration refers to the structure of the queue, i.e.,
Multiple server
Single queue
Multiple server
All of these
Answer
Correct Answer:
All of these
Note: This Question is unanswered, help us to find answer for this one
Check Answer
29. Overbooking refers to accepting more reservations than can be accommodated, to ______ .
Minimize revenues
Average revenues
Maximize revenues
None of these
Answer
Correct Answer:
Maximize revenues
Note: This Question is unanswered, help us to find answer for this one
Check Answer
30. Jockeying is when customers switch queues.
True
False
Note: This Question is unanswered, help us to find answer for this one
Check Answer
31. First Law of Service is a _______ .
Satisfaction = perception + expectation
Satisfaction = perception * expectation
Satisfaction = perception / expectation
Satisfaction = perception – expectation
Answer
Correct Answer:
Satisfaction = perception – expectation
Note: This Question is unanswered, help us to find answer for this one
Check Answer
32. Differential Pricing refers to selling the same product to different customers for different prices .
True
False
Note: This Question is unanswered, help us to find answer for this one
Check Answer
33. Demand Source can contain a finite number or a very large number of customers, and be ______ .
Homogeneous
Inhomogeneous
Both a & b
None of these
Answer
Correct Answer:
Both a & b
Note: This Question is unanswered, help us to find answer for this one
Check Answer
34. 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.
True
False
Note: This Question is unanswered, help us to find answer for this one
Check Answer
35. A visualization of the flow of customers through a service delivery system is known as ______ .
Customer Flow Map
Demand Sorting
Intentionally
Unintentionally
Answer
Correct Answer:
Customer Flow Map
Note: This Question is unanswered, help us to find answer for this one
Check Answer
36. Customer Contact Points are Whenever customers interact with company employees ______ .
Intentionally
Unintentionally
Both a & b
None of these
Answer
Correct Answer:
Both a & b
Note: This Question is unanswered, help us to find answer for this one
Check Answer
37. Complementary Services is a service that tends to better occupy the time of waiting customers, and be a source of additional revenues.
True
False
Note: This Question is unanswered, help us to find answer for this one
Check Answer
38. Capacity sharing in the passenger airline industry is known as ______ .
Customer Contact Points
Code Sharing
Complementary Services
None of these
Answer
Correct Answer:
Code Sharing
Note: This Question is unanswered, help us to find answer for this one
Check Answer
39. Balking is When customers _____ a queue because it is too long
Join
Don’t join
Both a & b
None of these
Answer
Correct Answer:
Don’t join
Note: This Question is unanswered, help us to find answer for this one
Check Answer
40. Arrival Pattern is the ______ between customer arrivals, or the distribution of interarrival times.
Time
Value
Quality
None of these
Note: This Question is unanswered, help us to find answer for this one
Check Answer
Operations Management MCQs | Topic-wise
