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Exam 13: Managing Demand and Capacity

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Question 41

Multiple Choice

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For those people who think they need some sort of psychological counseling but don't feel they have the time,the Internet offers

A) Random demand fluctuation
B) Relative demand shift
C) Predictable demand cycle
D) Vertical demand configuration
E) Organized demand pattern

F) A) and B)
G) A) and E)

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Question 42

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Which of the following is NOT a base for differentiating waiting customers?

A) Willingness to perform service role
B) Importance of the customer
C) Duration of the service transaction
D) Urgency of the job
E) Payment of a premium price

F) A) and E)
G) C) and D)

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Question 43

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A dental office that provides patients a variety of magazines to read and TV to watch while they are waiting is using which of the following waiting line strategies?

With respect to customer demand,what do the insurance industry,the banking industry and the dry cleaning industry have in common?

The Baltimore Orioles,a professional baseball team,offer standing room only seats to fans when a home game at The Ballpark at Camden Yards is sold out.The Baltimore Orioles are stretching _____ to adjust the capacity of The Ballpark at Camden Yards to meet fan demand.

The lack of inventory capability in services is due to which of the following characteristics of services?

A dry cleaning establishment is more likely to experience a wide demand fluctuation over time than a cleaning company that specializes in cleaning up after a fire.

The lack of inventory capability in services is due to the service characteristic of intangibility.

Summer enrollments at New Bedford College are low.The campus administrators rent out dorms to people participating in hostel programs.These participants have their meals provided in the school cafeteria.New Bedford is using which of the following strategies for shifting demand to match capacity?

There are several steps involved in understanding demand patterns for an organization.What is the first thing a service organization must do?

The Kingston Little Theater is a semi-professional troupe that presents six productions annually.It knows that if it presents a musical from the 1950s or the 1960s it will attract a large audience from the gay community to see the production.It could chart its demand pattern by looking at:

The fundamental issue underlying supply and demand management in services is the lack of _____ capability.

What is the fundamental issue underlying supply and demand management in services?

Which of the following queue configurations is designed to ensure fairness of waiting time?

Hewlett-Packard uses FedEx to handle all of its fulfillment orders from its retail web site.Once an order is placed at the HP web site,it is automatically transmitted to FedEx's Memphis headquarters.Orders are packaged at FedEx's warehouse and shipped by FedEx to the HP customer.This arrangement was set up as a solution to problems with distribution capacity that HP experienced prior to the implementation of this arrangement.Which strategy is HP using to adjust capacity to match demand?

List the four bases that can be used to differentiate waiting customers.

On Saturday nights,the wait for a table at the popular restaurant Chez Anthony can be more than one hour.How would the waiting experience differ for a person waiting alone as compared to a person waiting with a group of friends?

Keith-McCoy is a government auditing firm that specializes in auditing public transportation systems.The firm was operating at maximum capacity when it was asked to submit a bid on a very lucrative account in Chicago.If the firm were to win this account and keep all of its current accounts,it will more than likely:

Research indicates that yield management approaches are most appropriate when a service market is targeting one large market segment.

Which of the following is NOT a strategy for adjusting capacity to match demand?