1.

The main problem with "matrix management" is:

	A.	Poor goal definition
	B.	Unrealistic time frames
	C.	Loss of department resources
	D.	Overestimating time requirements
	E.	Underestimating time requirements

2.

Consider a single-server queuing system. If the arrival rate is 29 customers per hour and it takes 2 minutes on average to serve a customer, what is the average waiting time in the waiting line in minutes? Should management worry?

	A.	58, no
	B.	.96, no
	C.	1, yes
	D.	58, yes
	E.	minus 1.03, no need

3.

What is a good way to eliminate jockeying?

	A.	multiserver, single line, single phase set up
	B.	Reduce cash registers
	C.	multiserver, multiline, single phase set up
	D.	Offer great discounts
	E.	Multiserver, multiphase set up

4.

	A.	Always less time waiting in line
	B.	An easier shopping experience for the customer
	C.	Loss of market share
	D.	Winning the Kentucky Derby
	E.	Varied results, sometimes nothing gained

5.

Which of the following is not part of quality at the source:

	A.	Empowerment
	B.	Communication networks
	C.	Drive out fear
	D.	Quality control stations
	E.	Prevention not detection