1.

Consider a single-server queuing system. A customer arrives every .6 minutes. It takes the cashier 20 seconds on average to cash out a customer. If you were the manager you should:

	A.	Add more cashiers
	B.	Add a bagger to help the cashier
	C.	Offer a 15% discount for the first 2 hours of the day
	D.	Assign cashier other jobs close by to the register
	E.	Nothing

2.

In the final phase of a project (Close) a key step is:

	A.	Knowledge management
	B.	Collecting and assessing status reports
	C.	Organizing resources
	D.	Deciding what to do next
	E.	Project team party

3.

79% of CEOs say that business wil continue to be more and more complex. As a result, what skills will be more and more valuable?

	A.	Writing skills
	B.	Project management skills
	C.	Science and technology
	D.	Problem solving skills
	E.	Math skills

4.

Consider a single-line, single-server waiting line system. Suppose that customers arrive at an average rate of 21 per hour, and the average time spent in the system to include service is 28 minutes. How many customers per hour can be served? Do you need more servers?

	A.	51.2/hr. No
	B.	23.1/hr. No
	C.	27/hr. Yes
	D.	23.1/hr. Yes
	E.	51.2/hr. Yes

5.

A best practice when it comes to customer complaints:

	A.	Keep track of complaints on a chalk board
	B.	Review all complaints at the end of each quarter
	C.	Male sure that a manager handles all complaints
	D.	Always include a sales pitch when you get a complaint
	E.	Remove roadblocks keeping customers from complaining