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