12. Even highly skilled workers can be replaced by technology. For example, accountants and lawyers can be replaced by artificial intelligence-based programs. One's flexibility, adaptability, and willingness to learn is the key to future employment:

False

True

13. Mr. Erlang is best known for his design of Disney's "Fast Pass" queue management model:

False

True

14. The two parts to a queuing system are: the queue and the service:

False

True

15. Customers who refuse to join a queue are "balking":

False

True

16. The most common discipline of waiting lines is:

Priority based

none of these

Last-In/Last-Out

First-Out/First-In

all of these

First-In/First-Out