SCM 300 Exam 2 Davila
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-Input Source
Waiting Line
Service Facility
4 Managerial Consideration in Queues - CORRECT ANSWER-customers
waiting line
employees
service facilities
Basic waiting line terminology - CORRECT ANSWER--queue*: line.
-channel*: line. refers to the number of lines available at each step.
-phase*: a single step in a process.
-infinite population of customers*: 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*: 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.
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-customer joins the line gets frustrated and
leaves the line
, Trade-offs in managing waiting lines - CORRECT ANSWER-add more workers
and the company pays more money but the customer's time in the line will
decrease. On the other hand, limit the technology available to the
employees and the company's costs decrease, of course the customer will get a
diminished service and likely need to wait longer in the line.
Managerial decisions in queuing - CORRECT ANSWER-
Finite populations - CORRECT ANSWER-The number of customers is limited
Infinite populations - CORRECT ANSWER-the number of possible customers
that may come into the store is very high
Jockeying - CORRECT ANSWER-
Line jumping - CORRECT ANSWER-
4 retailing options - CORRECT ANSWER-1) Brick and Mortar - All products and
services are sold to customers from physical stores. Example: McDonald's
2) Online or E-tailing- All products and services are sold to customers through an
online website. Example: Amazon.com
3) Bricks and clicks - Products can be bought from a physical store or from an
online system. Example: Barnes and Noble and BN.com
4) Clicks and calls - In addition to taking orders via the company website, some
companies will also offer sales via the phone. Examples: Lands' End and L.L.
Bean
Omni-channel retailing - CORRECT ANSWER-Retailers that are fully committed
to engaging customers via catalogs, phone calls, websites, email, internet
chatrooms, social media sites or mobile app and in store
3 retail sources of supply - CORRECT ANSWER-1) Manufacturers - These are
the companies that actually create the finished goods. Retailers then buy the
goods and that retailer is responsible for distribution and storage.
2) Wholesalers - These organizations purchase goods from manufacturers.
Typically they purchase an assortment of goods from many manufacturers, thus
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-Input Source
Waiting Line
Service Facility
4 Managerial Consideration in Queues - CORRECT ANSWER-customers
waiting line
employees
service facilities
Basic waiting line terminology - CORRECT ANSWER--queue*: line.
-channel*: line. refers to the number of lines available at each step.
-phase*: a single step in a process.
-infinite population of customers*: 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*: 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.
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-customer joins the line gets frustrated and
leaves the line
, Trade-offs in managing waiting lines - CORRECT ANSWER-add more workers
and the company pays more money but the customer's time in the line will
decrease. On the other hand, limit the technology available to the
employees and the company's costs decrease, of course the customer will get a
diminished service and likely need to wait longer in the line.
Managerial decisions in queuing - CORRECT ANSWER-
Finite populations - CORRECT ANSWER-The number of customers is limited
Infinite populations - CORRECT ANSWER-the number of possible customers
that may come into the store is very high
Jockeying - CORRECT ANSWER-
Line jumping - CORRECT ANSWER-
4 retailing options - CORRECT ANSWER-1) Brick and Mortar - All products and
services are sold to customers from physical stores. Example: McDonald's
2) Online or E-tailing- All products and services are sold to customers through an
online website. Example: Amazon.com
3) Bricks and clicks - Products can be bought from a physical store or from an
online system. Example: Barnes and Noble and BN.com
4) Clicks and calls - In addition to taking orders via the company website, some
companies will also offer sales via the phone. Examples: Lands' End and L.L.
Bean
Omni-channel retailing - CORRECT ANSWER-Retailers that are fully committed
to engaging customers via catalogs, phone calls, websites, email, internet
chatrooms, social media sites or mobile app and in store
3 retail sources of supply - CORRECT ANSWER-1) Manufacturers - These are
the companies that actually create the finished goods. Retailers then buy the
goods and that retailer is responsible for distribution and storage.
2) Wholesalers - These organizations purchase goods from manufacturers.
Typically they purchase an assortment of goods from many manufacturers, thus
