If queues are unavoidable, managers should consider all of the following EXCEPT:
provide electronic news displays or videos
design queuing to give the impression of constant progress
involve customer in part of the service process during the wait
scheduling staff breaks during peak times
When considering options for managing capacity, service managers need to consider all of the following EXCEPT:
inventory levels
organisation’s ability to implement
competitive influences
impact on desired levels of service
customer requirements
William Janes observed ______ results from passengers being attentive to the passage of ______ itself.
boredom; time
perception; service
urgency; the queue
boredom; quality
The occurrence of waiting lines, both physical and virtual, is becoming a major problem for both consumers and providers. Which of the following is the most appropriate definition of the cause of this problem?
Unresolved capacity management
Behind the scenes problems
Lack of staff
Untrained staff
A company with excess capacity that wants to increase demand should engage in which of the following strategies?
Consider priority systems for least desirable segments
Reduce prices selectively
Raise prices and use communication strategies to encourage usage at other times
Try to predict wait periods
Take no action
Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?
Reward your best customers and build loyalty
Segment the potential wasted capacity
Use capacity for service differential
Reward employees
Which of the following may NOT be used by a manager of a service organisation to adjust or tailor capacity to match fluctuating levels of demand?
Use more permanent employees
Use more part-time employees
Train employees for multiple roles
Anticipate the peak and off-peak periods of customer demand
Which of the following would NOT be a cause of cyclical variations in demand?
Seasonal changes in climate
Public holidays
Customer illness
School holidays
Pay dates
When dealing with the capacity challenge, the goal is to use resources such as staff and facilities as _________ as possible, not as _______ as possible.
productively; much
creatively; managerially
productively; cost effectively
The two measures of capacity which can be used to ensure that capacity is fully used consist of a number of individual components. Which of the following is NOT one of them?
Units of percentage space available
Percentage of total space
Percentage of total time
Percentage of total cost
All of the following actions can help managers adjust or tailor their production capacity to match fluctuating levels of demand EXCEPT:
spend less on advertising and sales promotions
review the hours of business
create flexibility in what is offered
schedule downtime during periods of low demand
A call centre has a system where calls go into a queue and are answered in the order in which they arrived. This is an example of:
inventorying demand
ignoring customers
reducing demand in peak periods
reducing capacity
