Chapter 12 - Managing Waiting Lines

CHAPTER QUIZ QUESTIONS

True/False
1. Waiting is often seen as psychological punishment because the consumer is aware of the
opportunity cost of waiting time and the resulting loss of earnings. (F)
2. The net result of waiting, apart from the boredom and frustration experienced by the consumer
and the associated loss of goodwill, is the reduced utilization of capacity of the service. (F)
3. The time a consumer will spend waiting is directly related to the amount of money he is paying
for the service. The less the service costs him, the longer he is willing to wait. (T)
4. In analytical queuing models, the calling population mainly determines whether the queue will
be finite or infinite. (F)
5. The term interarrival time refers to the time elapsed between initiation of service and its
completion. (F)
6. If the number of arrivals in an interval of time follows an exponential distribution, the
interarrival time is known to follow a Poisson distribution. (F)
7. The term queue configuration refers to the number of queues, their locations, their spatial
requirements, and their effect on consumer behavior. (T)
8. The main advantage of the multiple queue configuration is that it guarantees fairness to all by
ensuring that a first-come-first-served rule applies to all arrivals. (F)
9. Concealment of the waiting line or at least part of it is a very effective deterrent against
reneging. (F)
10. An arrangement of servers in parallel is an insurance against breakdown of the service in case
of absenteeism or equipment failure. It, thus, adds to flexibility at the expense of capacity
utilization. (T)

11. For a single channel queuing system with finite queue, the value of l may exceed m because
some potential customers are forced to balk. (T)
12. For a multiple channel queuing system with multiple queues, allowing customers to jockey will
enhance service utilization. (T)
13. Balking is the term used to describe the phenomenon of customers leaving a queue that they
have joined before service is rendered. (F)

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Chapter 12 - Managing Waiting Lines

14. Demand smoothing is accomplished by the differential pricing policy of telephone companies.
(T)
15. Multiple-queue configuration may deter balking behavior. (T)
Multiple Choice
1. The calling population is termed finite when:
a. there is restriction on the maximum number in the queue.
b. only a limited number of people may use the facility in any given period.*
c. the interarrival time is not very large.
d. there is no queue discipline specified.
2. For the exponential distribution we have:
a. the mean equal to its standard deviation.*
b. the variance equal to the standard deviation.
c. no specific relationship between mean and variance.
d. the mean equal to the reciprocal of the variance.
3. When the number of arrivals per unit time follows a Poisson distribution, the most important
implication is that:
a. the arrivals are dependent and non-random.
b. the time between arrivals is exponentially distributed.*
c. eventually the queue length will stabilize.
d. the rate of completion of service is also Poisson distributed.
4. Which one of the following is not true of multiple queue configurations?
a. Jockeying is eliminated.*
b. Division of labor is possible.
c. Service provided can be differentiated.
d. The FCFS rule is not always followed.

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Chapter 12 - Managing Waiting Lines

5. The FCFS rule is most often used because:

a. analytical models depend upon its use.*
b. it represents social justice.
c. it is viewed as fair.
d. most other rules are not as easily applied.
6. According to Maister, one of the following statements is not true of waits.
a. Unoccupied time feels longer than occupied time.
b. Anxiety makes waits feel longer.
c. In-process waits feel longer than preprocess waits.*
d. Unfair waits feel longer than fair waits.
7. Which of the following is not an effective way to manage the psychology of waiting?
a. Prominently display time with a large analog clock.*
b. Inform customers when long waits are anticipated.
c. Use diversions to occupy customer waiting times.
d. Employ a take-a-number system to ensure fairness.
8. The following are all advantages of the single queue system, except:
a. the arrangement guarantees fairness by ensuring that the FCFS rule applies.
b. the anxiety of "Am I in the fastest line?" is eliminated.
c. the problem of line cutting is reduced.
d. the customer has the option of selecting a particular server of preference.*
9. According to Maister's Second Law of Service:
a. perceptions minus expectations equal the level of customer satisfaction.
b. first impressions can influence the remainder of the service experience.*
c. quality in the service industry is essentially free.
d. a waiting customer cannot be satisfied.

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Chapter 12 - Managing Waiting Lines

10. A single-server food cart competes with several nearby food carts and experiences arrival of
customers during an 8-hour period as shown:

70
Arrivals per hour 60
50
40
30
20
10
0
10a.m. 12p.m. 2 p.m. 4 p.m. 6 p.m.

Customers would probably exhibit a high incidence of ________ during the 11 a.m.-1 p.m. and 4
p.m.-5 p.m. periods; to avoid this opportunity cost, the cart owner should __________
a. balking; offer "2 for 1" specials during slow periods.
b. reneging; expand the menu.
c. jockeying; offer price discounts between 2 p.m. and 4 p.m.
d. balking; add another server during peak periods.*
11. Which queue configuration permits opportunities for division of labor and service differentiation?
a. multiple queue*
b. single queue
c. take a number
d. self serve
12. One advantage of the multiple queue compared to a single queue is that multiple queues
a. minimize wait times.
b. reduce the average service time.
c. lead to a perceived shorter service time.
d. lead to a perceived shorter wait time.*

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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

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

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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

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© 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.