OPERATIONS MANAGEMENT (LL)-W/ACCESS
17th Edition
ISBN: 9781260037821
Author: CACHON
Publisher: MCG
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Chapter 1, Problem 1PA
Summary Introduction
To determine: The subcomponents of inconvenience in a customer utility function.
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What are the subcomponents of inconvenience in a customer utility function?a. Location and priceb. Price and volumec. Location and timed. Time and performance
Which of the following is a typical characteristic a service process?
Group of answer choices
a Low customer contact
b Perishable outputs
c Tangible output
d Low labor requirements
e High levels of inventory
f All of the above
Repair calls are handled by one repairman at a photocopy shop. Repair time, including travel time, is exponentially distributed, with a mean of 2.5 hours per call. Requests for copier repairs come in at a mean rate of 2.1 per eight-hour day (assume Poisson).
a.
Determine the average number of customers awaiting repairs. (Round your answer to 2 decimal places.)
Number of customers
b.
Determine system utilization. (Round your answer to the nearest whole percent. Omit the "%" sign in your response.)
System utilization
%
c.
Determine the amount of time during an eight-hour day that the repairman is not out on a call. (Use your rounded answer from Part b. Round your answer to 2 decimal places.)
Amount of time
hours
d.
Determine the probability of two or more customers in the system. (Do not round intermediate calculations. Round your answer to…
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OPERATIONS MANAGEMENT (LL)-W/ACCESS
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- 5- Which of the following statement is relevant to services? a. Services can be measured b. Services are perishable c. Services can be warehoused d. Services can be storedarrow_forwardHow many years (t) can we expect to do business with a customer? Thetotal number of years is denoted by T.arrow_forwardFailsafe Textiles employs three highly skilled maintenanceworkers who are responsible for repairing the numerous in-dustrial robots used in its manufacturing process. A workercan fix one robot every 8 hours on average, with an exponen-tial distribution. An average of one robot fails every 3 hours,according to a Poisson distribution. Each down robot coststhe company $100.00 per hour in lost production. A newmaintenance worker costs the company $80.00 per hour insalary, benefits, and equipment. Should the manager hireany new personnel? If so, how many people? What would yourecommend to the manager, based on your analysis?arrow_forward
- Hospital output has frequently been measured by bed day, or by number of cases admitted to or discharged from hospitals. Overtime, however, the typical admitted patient receives a greater intensity of services primarily attributable to technology. If you want to compare year-over year outputs you must account for this changes. What is the term we use to account for these adjustments so that we can compare apples to apples? A. Measure of effectiveness B. Output adjustments C. Intensity adjustments D. Cross-sectional comparisonsarrow_forwardThe average response time for http requests at a web server is 2.5 seconds. The system idle time was measured to be 12 seconds during a one minute observation interval. Use an M/M/1 model for the system to determine the following (a) system utilization (b) average service time per transaction (c) probability that the number of jobs in the system exceeds 10arrow_forwardA small town with one hospital has 4 ambulances to supply ambulance service. Requests for ambulances during nonholiday weekends average 0.70 per hour and tend to be Poisson-distributed. Travel and assistance time averages 2.50 hours per call and follows an exponential distribution Use Table 1. a. Find system utilization. (Round your answer to the nearest whole percent. Omit the "%" sign in your response.) System utilization % b. Find the average number of customers waiting. (Round your answer to 3 decimal places.) Average number of customers c. Find the average time customers wait for an ambulance. (Round your answer to 3 decimal places.) Average time hour d. Find the probability that all ambulances will be busy when a call comes in. (Round intermediate calculations to 3 decimal places and final answer to 2 decimal places.) Probabilityarrow_forward
- When a customer buys an air conditioning unit, it is expected that it will keep the place cool. This is an example of what kind of need: a. Stated b. Unstated c. Secret d. Realarrow_forwardA mechanic at the Department of Maintenance makes minor repairs to faulty golf electric carts. The carts break down at an average rate of 4 carts per day and breakdowns are distributed according to the Poisson distribution. The mechanic can service an average of 6 carts per day with a repair time distribution that approximates a negative exponential distribution. Assume an 8 hour day. a- What is the utilization rate for the mechanic? b- What is the average time in hours that a cart is out of service?arrow_forwardWhich of the following is probably the most factual statement regarding the continuum of services (i.e., a continuum that goes from pure products to pure services)? a. Fast food type service establishments such as McDonalds are probably equally split between the products it offers (i.e., fast food) and the generally quick service provided. b. Nursing is mostly a product dominated profession. c. The quality of the education a student will receive can easily be evaluated in advance just by evaluating the quality of the college's campus/facilities. d. Dry cleaners and oil change facilities are heavily service dominated as opposed to equipment/product dominated.arrow_forward
- The customer are complaining to the hotel general manager about the service provided from front desk and restaurant how can the general manager reduce variability and increase consistencyarrow_forwardIdentify the front office and back office services for the following organizations. Could these services be improved by increasing or decreasing the degree of customer contact? By separating low- and high-contact services?a. Hospitalb. Trucking firmc. Grocery stored. Appliance repair firmarrow_forwardGenerate (1) specific example of superior performance that you have seen as a customer, and generate (1) example of poor business practice. Why and how do some companies inspire world-class service, while others fail?arrow_forward
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