Multiple Choice Quiz

1 The exponential distribution and Poisson distribution differ in that exponential distribution is
concerned with time and Poisson is concerned with people.
A) True
B) False

2 Queuing results when current demand falls below a company's capacity to serve.
A) True
B) False

3 If a service cannot decrease the length of time that a customer must wait, the service should consider
distractions that alter the customer's perceived wait.
A) True
B) False

4 The true cost of waiting must be measured both from the external customer's point of view (e.g.
anxiety, anger), and from the internal customer's point of view (e.g. low utilization).
A) True
B) False

5 If a customer intends to eat at a particular restaurant, but turns away when he/she sees the length of
the waiting line, that customer reneged.
A) True
B) False

6 When a customer calls tech support and hears the message "Your call will be answered by the next
available operator", that customer has entered a single queue with FCFS queue discipline.
A) True
B) False

7 Which of the following is not one of Maister's laws of service?

A) If perceptions exceed expectations, the customer is pleased.
B) First impressions can influence the remainder of the service experience.
C) If expectations exceed perceptions, the customer is pleased.
D) None of the above.

8 Which of the following is not normally associated with the psychology of waiting?
A) Distractions, however slight, can reduce a customer's sense of being idle.
B) 'In-process' waits seem longer than 'pre-process' waits.
C) Explanations of the cause of the delay can ameliorate anxieties associated with waiting.
D) The FCFS queue discipline is considered egalitarian because all customers are treated alike.
9 Which of the following is not an advantage of the "single queue'?
A) Social justice is guaranteed.
B) The line appears short.
C) Servers are fully utilized.
D) Avoid waiting behind a demanding customer.

10 Which of the following is not an advantage of the 'multiple queue'?

A) Service delivered can be differentiated.
B) The customer can select his/her server of choice.
C) Division of labor is possible.
D) The arrangement guarantees fairness.

11 Schlotzky's Deli uses a modified 'Take a Number' system. When a meal is ordered, the customer
receives a coaster-sized box that lights up and vibrates when the order is ready. What drawback of
the 'Take a Number' system is this method attempting to eliminate?
A) The need for the customer to be vigilant.
B) The impersonal nature of the method.
C) The perceived unfairness of the system.
D) The mental connection that a customer could make between the restaurant and a post office.

12 Which queue discipline is considered static?

A) Preemptive priority rule
B) First-come, first-served rule
C) Shortest processing time rule
D) Round robin rule
KEYS
1 False
2 False
3 True
4 True
5 False
6 True
7 If expectations exceed perceptions, the customer is pleased.
8 'In-process' waits seem longer than 'pre-process' waits.
9 The line appears short.
10 The arrangement guarantees fairness.
11 The need for the customer to be vigilant.
12 First-come, first-served rule