Service Operations Management

Chapter 12 - Managing Waiting Lines 13. After selecting a line in a multiple queue system, a customer is ________ when she or he switches to a different line perceive it to be moving faster. a. jockeying* b. balking c. reneging d. weaving 14. All but one of the following are techniques to lessen the boredom of waiting customers: a. placement of mirrors in elevators. b. telling customers how long the wait is at different points in the queue. c. installing a television tuned to CNN. d. displaying time with a large analog clock.* 15. Which of the following is not an essential feature of a queuing system? a. Calling population b. Queue configuration c. Service process d. Customer* 16. Empirical studies have suggested that the distribution of inter-arrival times is: a. Poisson b. Exponential * c. Uniform d. FCFS 17. Spatial distribution of demand is important to consider in which of the following services? a. Restaurants b. Banking c. Emergency ambulance services * d. Motels 12-5 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Chapter 12 - Managing Waiting Lines 18. Which of the following is not an advantage of a multiple-queue configuration? a. FCFS rule is guaranteed.* b. Differentiation of service can be provided. c. Division of labor is possible. d. Customers have choice of server. 19. Supermarkets can be described by which of the following facility arrangement? a. Self-serve followed by service in parallel* b. Many service centers in parallel and series c. Servers in parallel d. Self-service 12-6 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

MGT | 3121 | Service Operations Management | lecture notes | Chapter 12 - Managing Waiting 

xi PART ONE Understanding Services 1 1 The Service Economy 3 2 Service Strategy 29 PART TWO Designing the Service Enterprise 59 3 New Service Development 61 4 The Service Encounter 91 5 Supporting Facility and Process Flows 115 6 Service Quality 143 7 Process Improvement 181 Supplement: Data Envelopment Analysis (DEA) 205 8 Service Facility Location 215 PART THREE Managing Service Operations 245 9 Service Supply Relationships 247 10 Globalization of Services 277 11 Managing Capacity and Demand 301 12 Managing Waiting Lines 335 13 Capacity Planning and Queuing Models 355 Supplement: Computer Simulation 380 Brief Contents PART FOUR Quantitative Models for Service Management 401 14 Forecasting Demand for Services 403 15 Managing Service Inventory 427 16 Managing Service Projects 461 APPENDIX A Areas of Standard Normal Distribution 495 B Uniformly Distributed Random Numbers [0, 1] 496 C Values of L q for the M/M/c Queuing Model 497 D Equations for Selected Queuing Models 499 NAME INDEX 504 SUBJECT INDEX 510 xii Table of Contents PART ONE UNDERSTANDING SERVICES 1 Chapter 1 The Service Economy 3 Learning Objectives 3 Chapter Preview 4 Service Definitions 4 Facilitating Role of Services in an Economy 4 Economic Evolution 5 Stages of Economic Development 6 Preindustrial Society 6 Industrial Society 7 Postindustrial Society 8 Nature of the Service Sector 9 The 21st Century Career 10 The Experience Economy 11 Consumer Service Experience 11 Business Service Experience 12 Service-Dominant Logic 13 Distinctive Characteristics of Service Operations 14 Customer Participation 15 Simultaneity 15 Perishability 16 Intangibility 16 Heterogeneity 17 Nontransferrable Ownership 17 The Service Package 18 Grouping Services by Delivery Process 20 Open-Systems View of Service Operations Management 22 Service Benchmark: Walmart Is Number One on the Fortune 500 List 23 Summary 24 Key Terms and Definitions 24 Topics for Discussion 24 Interactive Exercise 25 Case 1.1: Village Volvo 25 Case 1.2: Xpresso Lube 26 Selected Bibliography 27 Endnotes 28 Chapter 2 Service Strategy 29 Learning Objectives 29 Chapter Preview 29 The Strategic Service Vision 30 Understanding the Competitive Environment of Services 32 Competitive Service Strategies 33 Overall Cost Leadership 33 Differentiation 34 Focus 35 Strategic Analysis 35 Porter’s Five Forces Analysis 35 SWOT Analysis: Strengths, Weaknesses, Opportunities, Threats 36 Winning Customers in the Marketplace 37 Qualifiers 38 Service Winners 38 Service Losers 38 Sustainability in Services 38 Triple Bottom Line (TBL) 39 The Competitive Role of Information in Services 41 Creation of Barriers to Entry 41 Revenue Generation 42 Database Asset 43 Productivity Enhancement 44 The Virtual Value Chain 45 First Stage (New Processes) 46 Second Stage (New Knowledge) 46 Third Stage (New Products) 46 Fourth Stage (New Relationships) 47 Economics of Scalability 47 Limits in the Use of Information 48 Anticompetitive 48 Fairness 48 Invasion of Privacy 48 Data Security 49 Reliability 49 Using Information to Categorize Customers 49 Stages in Service Firm Competitiveness 49 Available for Service 49 Journeyman 51 Distinctive Competence Achieved 51 World-Class Service Delivery 51 Summary 51 Service Benchmark: Outside the Box 52 Key Terms and Definitions 52 Topics for Discussion 53 Interactive Exercise 53 Case 2.1: United Commercial Bank and El Banco 53 Case 2.2: The Alamo Drafthouse 56 Selected Bibliography 57 Endnotes 58

MGT | 3121 | Service Operations Management | lecture notes | xi PART ONE Understanding Serv

TBChap011.doc-Chapter 11 - Managing Capacity and

Dear Students, The following is the content that will be covered in the Exam on April 20th. Please review it and focus your studying eﬀorts accordingly. The exam will cover chapters 8, 9, 10, 11 and 12, and the lectures on Statistical process control (Six sigma) and Lean Methods. There will be a combination of True/False, multiple choice, and open questions. CONTENT: Statistical process control (Six sigma) and Lean Methods (study from my presentation slides for this) Chapter 8: - Strategic location considerations - Facility location modeling considerations o Optimization criteria Chapter 9 - Supply chain management - Service supply relationships - Social media in services - Professional service ﬁrms o Attributes of professional services o Service consulting - Outsourcing services Chapter 10: All chapter Chapter 11: - Strategies for managing demand (focus on concepts not formulas) - Strategies for managing capacity (focus on concepts not formulas) - Yield management (focus on concepts not formulas) Chapter 12: - The economics of waiting - Queuing systems - Strategies for managing customer waiting - Essential features of queuing systems o Queue conﬁguration o Queue discipline

MGT | 3121 | Service Operations Management | lecture notes | Dear Students  The following i

Chapter 10 - Globalization of Services 14. When franchising which one of the following is not a benefit to the franchiser? a. Proven business* b. Rapid expansion c. Right to dictate conditions d. Fees from the franchisee 15. “Hiring local personnel” addresses the labor intensity factor in the ________ global service strategy. a. multicountry expansion b. following your customers* c. service offshoring d. beating the clock 16. A 5:00 p.m. pickup for FedEx was not workable in Spain owing to extended business hours. This is an example of cultural adoption under which of the following global service strategies: a. beating the clock. b. service offshoring. c. following your customers. d. multicountry expansion.* 17. A community hospital is an example of a: a. diversified network. b. focused network. c. focused service. d. clustered service.* 18. “Develop foreign customers” is a consideration for the global service strategy of “following your customers”. The relevant globalization factor is: a. cultural adoption. b. customer contact.* c. complexity. d. Customization. 10-5 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Chapter 10 - Globalization of Services 19. When franchising, which of the following is not an issue for the franchisee? a. Establishing a brand* b. Franchise contract c. Degree of discretion d. Conflict resolution 20. McDonald’s includes beer on its menu for German franchises. This is an example of _______ a. cultural transferability.* b. network development. c. host government policy. d. labor norms. 10-6 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

All courses in MGT

Popular Documents