SCM 300 Exam 2 Davila Questions &
Answers Graded A+
Goal of waiting line management - Correct answer-Balance the cost paid by the
customers (time) with the cost paid by the company (money paid to maintain the
system)
Parts of a waiting line system - Correct answer-1. Input Source - This is the
population of people that might want service
2. Waiting Line - The area in which customers wait for service
3. Service Facility - The area in which customers actually receive service
4 Managerial Considerations in Queues - Correct answer-1) Customers - How
many are there? How quickly are they arriving?
2) The Waiting Lines - What types of lines? How many lines?
3) Employees - Who's working in the system? How many? Skill level and speed?
4) Service Facilities - How effective and efficient is the process? Tools?
Queue - Correct answer-Line
,Channel - Correct answer-Line; here it often refers to the number of lines available
at each step
Phase - Correct answer-A single step in a process
Infinite population of customers - Correct answer-The number of possible
customers that may come into the store is very high (or unlimited). When a
customer enters the system, the odds of another entering the system are not
impacted in any significant manner.
Finite population of customers - Correct answer-The number of customers is
limited. Example: If you have a bus company that has 10 busses, then your
company's repair shop has a finite population of 10 busses. If 1 bus is in the shop
only 9 others are left in the population. The odds of a 2nd bus entering the system
decline.
Arrival (λ) rates: define and calculate - Correct answer-Number of customers
arriving / unit of time
Service (μ) rates: define and calculate - Correct answer-Number of customers
helped / unit of time
Service utilization factor (ρ) - Correct answer-Percentage of time worker is busy.
ρ=λ/μ
, Average number of customers in the line (nl) - Correct answer-nl = ρ[ λ / (μ-λ) ]
Average amount of time a customer waits in the line (tl) - Correct answer-tl = ρ[ 1 /
(μ-λ) ]
Average number of customers in the system (ns) - Correct answer-ns = λ / (μ-λ)
Average amount of time a customer spends in the system (ts) - Correct answer-1 /
(μ-λ)
Probability there are "n" customers in the system (Pn) - Correct answer-P(n) = (1-
ρ)ρ^n
Probability the System is Empty (P0) - Correct answer-P(0) = 1-ρ
Balking - Correct answer-When a potential customer sees the line but never joins
the line because they think it looks too long and/or too slow
Reneging - Correct answer-When a customer joins the line, gets frustrated and
leaves the line
Jockeying (same as Line jumping) - Correct answer-Moving from one line to
another
Wholesalers - Correct answer-These organizations purchase goods from
manufacturers. Typically, they purchase an assortment of goods from many
Answers Graded A+
Goal of waiting line management - Correct answer-Balance the cost paid by the
customers (time) with the cost paid by the company (money paid to maintain the
system)
Parts of a waiting line system - Correct answer-1. Input Source - This is the
population of people that might want service
2. Waiting Line - The area in which customers wait for service
3. Service Facility - The area in which customers actually receive service
4 Managerial Considerations in Queues - Correct answer-1) Customers - How
many are there? How quickly are they arriving?
2) The Waiting Lines - What types of lines? How many lines?
3) Employees - Who's working in the system? How many? Skill level and speed?
4) Service Facilities - How effective and efficient is the process? Tools?
Queue - Correct answer-Line
,Channel - Correct answer-Line; here it often refers to the number of lines available
at each step
Phase - Correct answer-A single step in a process
Infinite population of customers - Correct answer-The number of possible
customers that may come into the store is very high (or unlimited). When a
customer enters the system, the odds of another entering the system are not
impacted in any significant manner.
Finite population of customers - Correct answer-The number of customers is
limited. Example: If you have a bus company that has 10 busses, then your
company's repair shop has a finite population of 10 busses. If 1 bus is in the shop
only 9 others are left in the population. The odds of a 2nd bus entering the system
decline.
Arrival (λ) rates: define and calculate - Correct answer-Number of customers
arriving / unit of time
Service (μ) rates: define and calculate - Correct answer-Number of customers
helped / unit of time
Service utilization factor (ρ) - Correct answer-Percentage of time worker is busy.
ρ=λ/μ
, Average number of customers in the line (nl) - Correct answer-nl = ρ[ λ / (μ-λ) ]
Average amount of time a customer waits in the line (tl) - Correct answer-tl = ρ[ 1 /
(μ-λ) ]
Average number of customers in the system (ns) - Correct answer-ns = λ / (μ-λ)
Average amount of time a customer spends in the system (ts) - Correct answer-1 /
(μ-λ)
Probability there are "n" customers in the system (Pn) - Correct answer-P(n) = (1-
ρ)ρ^n
Probability the System is Empty (P0) - Correct answer-P(0) = 1-ρ
Balking - Correct answer-When a potential customer sees the line but never joins
the line because they think it looks too long and/or too slow
Reneging - Correct answer-When a customer joins the line, gets frustrated and
leaves the line
Jockeying (same as Line jumping) - Correct answer-Moving from one line to
another
Wholesalers - Correct answer-These organizations purchase goods from
manufacturers. Typically, they purchase an assortment of goods from many
