Managing Customer and Work Flows MCQ
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
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_______ 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
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_______ refers to the structure of the queue.
A virtual queue
Reneging
Balking
The queue configuration
Answer
Correct Answer:
The queue configuration
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_______ is when customers don’t join a queue because it is too long.
A virtual queue
Balking
Jockeying
The queue configuration
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_______ is when a customer in a queue gives up and leaves the queue.
A virtual queue
Reneging
Jockeying
Queue discipline
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_______ 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
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_______ is when customers switch queues.
A virtual queue
Reneging
Jockeying
Queue discipline
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?
Reservations
Complementary services
Demand sorting
Pricing policies and promotions
Answer
Correct Answer:
Complementary services
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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
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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
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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
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“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
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“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
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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
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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
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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
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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
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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
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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 ______ .
Workflow
Workflow Analysis
Yield Management
None of these
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Virtual Queue provides customers with pagers.
True
False
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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
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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
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The Second Law of Service is hard to play catch-up ball .
True
False
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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 ______ .
Revenue Management
Second Law of Service
Service Blueprinting
None of these
Answer
Correct Answer:
Revenue Management
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Reneging is when customers in a queue ______ and leave the queue
Give up
Put up with
Stand firm against
Stand up against
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Queue Segments is a partitioning queue .
True
False
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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
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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
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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
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Jockeying is when customers switch queues.
True
False
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First Law of Service is a _______ .
Satisfaction = perception + expectation
Satisfaction = perception * expectation
Satisfaction = perception / expectation
Satisfaction = perception – expectation
Answer
Correct Answer:
Satisfaction = perception – expectation
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Differential Pricing refers to selling the same product to different customers for different prices .
True
False
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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
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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.
True
False
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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
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Customer Contact Points are Whenever customers interact with company employees ______ .
Intentionally
Unintentionally
Both a & b
None of these
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.
True
False
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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
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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
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Arrival Pattern is the ______ between customer arrivals, or the distribution of interarrival times.
Time
Value
Quality
None of these
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