SCM 300 Exam 2 Supply Chain Management,
Procurement, Operations, Logistics, Reverse
Logistics, Global SCM, Vendor Management,
Inventory Visibility, Demand Management, Just-
in-Time Production, Lean Manufacturing,
Bullwhip Effect, Push-Pull-Postponement
Strategies, Retailing Models, Omni-Channel
Distribution, Bricks & Clicks, Clicks & Calls,
Queueing Theory, Waiting Line Management,
Single & Multi-Server Systems, Retail
Ownership, Layout Design, Sustainability, Social
Responsibility, Ethical Sourcing, Supplier
Evaluation & Certification, Strategic
Partnerships, Outsourcing, Offshoring, Near-
Sourcing, Contract Manufacturing, Third-Party
Logistics, Customs Compliance, Incoterms,
Humanitarian SCM, and Green Supply Chain
Practices Exam Questions Verified and Provided
with Complete A+ Graded Rationales Latest
Updated 2026
On average, how much time does the average customer spend in the SYSTEM when there is ONE
SERVER in the SYSTEM?
ts (minutes) = 3 minutes
What percentage of the time would a server be busy in a FIVE-server model?
12%
What percentage of new arrivals are served immediately in a TWO-server model?
,P0 + P1
.538 + .323 = .861
86.1%
What is the probability in a single server model that at least one customer is in the system?
RHO = 60%
If one server can help 35 customers per hour and a new customer arrives every 4 minutes, then what
percentage of the time would the server be busy?
15 customers per hour (60 minutes / 4 minutes for a new customer)
15 customers per hour / 35 customers = .428
42.8%
Goal of waiting line management
Finding the proper BALANCE between Long Lines
Unhappy Customers
Idle Staff
High Cost
Parts of a waiting line system
Input Source
Waiting Line
Service Facility
,Input Source
population of people that might want service
Waiting Line
The area in which customers wait for service
Service Facility
The area in which customers actually receive service
4 Managerial Considerations in Queues
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?
Basic waiting line terminology
• Queue - Line.
• Channel - Line. Here it often refers to the number of lines available at each step.
• Phase - A single step in a process. Example: Phases in college enrollment might include: Application
process, Registration, Orientation, Scheduling your courses for the first semester.
Balking
When a potential customer sees the line, but never joins the line because they think it looks too long or
too slow.
, Reneging
When a customer joins the line, gets frustrated and leaves the line
Arrival and Service Rates, Service Utilization Factor
What are they? Calculate them.
Be able to read Arrival and Service Rates. Be able to covert to /hour, per minute, and per second.
Single Server Model
The simplest waiting line model involves a single server and a single line of customers
Multiple Server Models
two or more independent servers in parallel serve a single waiting line
Goals and Trade-Offs Queuing Systems
Sell, Deliver Value, Customer Satisfaction
Trade offs - Having too many staff and underutilizing them. OR too long a line, and angry customers.
Both lose money
Goal: To serve people efficiently.
What do managers have control over in a queuing system?
-Time in system, time in queue, Service utilization, number of servers, what people do while in the line,
etc.
Procurement, Operations, Logistics, Reverse
Logistics, Global SCM, Vendor Management,
Inventory Visibility, Demand Management, Just-
in-Time Production, Lean Manufacturing,
Bullwhip Effect, Push-Pull-Postponement
Strategies, Retailing Models, Omni-Channel
Distribution, Bricks & Clicks, Clicks & Calls,
Queueing Theory, Waiting Line Management,
Single & Multi-Server Systems, Retail
Ownership, Layout Design, Sustainability, Social
Responsibility, Ethical Sourcing, Supplier
Evaluation & Certification, Strategic
Partnerships, Outsourcing, Offshoring, Near-
Sourcing, Contract Manufacturing, Third-Party
Logistics, Customs Compliance, Incoterms,
Humanitarian SCM, and Green Supply Chain
Practices Exam Questions Verified and Provided
with Complete A+ Graded Rationales Latest
Updated 2026
On average, how much time does the average customer spend in the SYSTEM when there is ONE
SERVER in the SYSTEM?
ts (minutes) = 3 minutes
What percentage of the time would a server be busy in a FIVE-server model?
12%
What percentage of new arrivals are served immediately in a TWO-server model?
,P0 + P1
.538 + .323 = .861
86.1%
What is the probability in a single server model that at least one customer is in the system?
RHO = 60%
If one server can help 35 customers per hour and a new customer arrives every 4 minutes, then what
percentage of the time would the server be busy?
15 customers per hour (60 minutes / 4 minutes for a new customer)
15 customers per hour / 35 customers = .428
42.8%
Goal of waiting line management
Finding the proper BALANCE between Long Lines
Unhappy Customers
Idle Staff
High Cost
Parts of a waiting line system
Input Source
Waiting Line
Service Facility
,Input Source
population of people that might want service
Waiting Line
The area in which customers wait for service
Service Facility
The area in which customers actually receive service
4 Managerial Considerations in Queues
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?
Basic waiting line terminology
• Queue - Line.
• Channel - Line. Here it often refers to the number of lines available at each step.
• Phase - A single step in a process. Example: Phases in college enrollment might include: Application
process, Registration, Orientation, Scheduling your courses for the first semester.
Balking
When a potential customer sees the line, but never joins the line because they think it looks too long or
too slow.
, Reneging
When a customer joins the line, gets frustrated and leaves the line
Arrival and Service Rates, Service Utilization Factor
What are they? Calculate them.
Be able to read Arrival and Service Rates. Be able to covert to /hour, per minute, and per second.
Single Server Model
The simplest waiting line model involves a single server and a single line of customers
Multiple Server Models
two or more independent servers in parallel serve a single waiting line
Goals and Trade-Offs Queuing Systems
Sell, Deliver Value, Customer Satisfaction
Trade offs - Having too many staff and underutilizing them. OR too long a line, and angry customers.
Both lose money
Goal: To serve people efficiently.
What do managers have control over in a queuing system?
-Time in system, time in queue, Service utilization, number of servers, what people do while in the line,
etc.
