SCM 300 Exam 2 Davila Supply Chain, and
Business Process Management Exam: Lean
Manufacturing, Queuing Theory, Vendor-
Managed Inventory, Last-Mile Logistics,
Bullwhip Effect, Postponement Strategies,
Performance Metrics, KPIs, SCOR Model,
Reliability, Shrinkage Calculations, Process
Mapping, Flowchart Symbols, Business Process
Improvement, Gap Analysis, Project
Management (AON, Critical Path, Milestones,
Crashing), Consulting Methodologies, Waterfall
& Iterative Approaches, ESG Integration,
Sustainability, Closed-Loop Supply Chains,
Carbon Footprint, Life Cycle Assessment Exam
Questions Verified and Provided with Complete
A+ Graded Rationales Latest Updated 2026
Goal of waiting line management
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
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
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
Line
Channel
Line; here it often 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.
Arrival (λ) rates: define and calculate
, Number of customers arriving / unit of time
Service (μ) rates: define and calculate
Number of customers helped / unit of time
Service utilization factor (ρ)
Percentage of time worker is busy. ρ=λ/μ
Average number of customers in the line (nl)
nl = ρ[ λ / (μ-λ) ]
Average amount of time a customer waits in the line (tl)
tl = ρ[ 1 / (μ-λ) ]
Average number of customers in the system (ns)
ns = λ / (μ-λ)
Average amount of time a customer spends in the system (ts)
1 / (μ-λ)
Probability there are "n" customers in the system (Pn)
P(n) = (1-ρ)ρ^n
Business Process Management Exam: Lean
Manufacturing, Queuing Theory, Vendor-
Managed Inventory, Last-Mile Logistics,
Bullwhip Effect, Postponement Strategies,
Performance Metrics, KPIs, SCOR Model,
Reliability, Shrinkage Calculations, Process
Mapping, Flowchart Symbols, Business Process
Improvement, Gap Analysis, Project
Management (AON, Critical Path, Milestones,
Crashing), Consulting Methodologies, Waterfall
& Iterative Approaches, ESG Integration,
Sustainability, Closed-Loop Supply Chains,
Carbon Footprint, Life Cycle Assessment Exam
Questions Verified and Provided with Complete
A+ Graded Rationales Latest Updated 2026
Goal of waiting line management
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
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
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
Line
Channel
Line; here it often 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.
Arrival (λ) rates: define and calculate
, Number of customers arriving / unit of time
Service (μ) rates: define and calculate
Number of customers helped / unit of time
Service utilization factor (ρ)
Percentage of time worker is busy. ρ=λ/μ
Average number of customers in the line (nl)
nl = ρ[ λ / (μ-λ) ]
Average amount of time a customer waits in the line (tl)
tl = ρ[ 1 / (μ-λ) ]
Average number of customers in the system (ns)
ns = λ / (μ-λ)
Average amount of time a customer spends in the system (ts)
1 / (μ-λ)
Probability there are "n" customers in the system (Pn)
P(n) = (1-ρ)ρ^n
