1. Pooling resources reduces average wait times by preventing cases where _______________.

Group of answer choices

One server is idle while another faces a backlog.

Utilization exceeds 100%.

There are more customers than servers in the system.

There are more servers than customers in the system.

Utilization exceeds 80%.

2. Variability in a system can come from both the arrival process (demand side) and the service process (supply side). Which of the following sources of variability is NOT correctly matched to arrival vs. service process?

Group of answer choices

Resource availability, e.g. machine breakdowns and absentee workers: Service process

Random product mix: Arrival process

Inbound shipping delays: Service process

Rework and scrap: Service process

Customer behavior, e.g. tardiness & no-shows: Arrival process

3. Average wait times increase exponentially with an increase in ____________ and this effect is compounded by higher ___________.

Group of answer choices

variability; customer satisfaction

utilization; number of servers

variability; capacity buffers

utilization; variability

utilization; capacity buffers

4. Read The Psychology of Waiting LinesLinks to an external site.. David H. Maister. Apr. 02, 1984.

Which of these is NOT one of the propositions mentioned concerning the psychology of waiting?

Group of answer choices

Unoccpied time feels longer than occupied time.

Waiting in a group feels longer than waiting alone.

Uncertain waits are longer than known, finite waits.

The more valuable the service, the longer the customer will wait for it.

Unfair waits feel longer than equitable waits.

5. One way Disney measures satisfaction with regard to wait time is if the metric __________ is high then wait times for rides and attractions are _______ .

Group of answer choices

Ride utilization; low

Rides per capita; low

Hotel occupancy; high

Daily park revenues; low

Average ticket sales; low

6. Which of the following isnt a way that Disney manages park queues at peak times?

Group of answer choices

Increasing staff during peak hours

Overbooking hotel rooms in case of guest cancellations

Extending park hours and redirecting guests away from full parks.

Using programs like Fast Pass, Genie+, and Lightning Lanes to allow customers to wait in virtual queues.

Studying guest perceptions of waiting times to make them more comfortable and enjoyable.