scm 300 exam 2 davila exam WITH ACTUAL QUESTION AND CORRECT ANSWERS
Benefits of EMS Industry - CORRECT ANSWER-Speed to market, economies of scale, existing quality
systems, flexibility, and cost advantages.
Risks of EMS - CORRECT ANSWER-Loss of intellectual property, communication problems, quality
issues, and recall exposure.
Goal of Waiting Line Management –
SWER-Find balance between customer satisfaction (shorter lines) and operational cost (more staff).
3 Parts of a Waiting Line System - CORRECT ANSWER-Input Source, Waiting Line, Service Facility.
Input Source (Customers) - CORRECT ANSWER-People needing service; can be finite (small pool) or
infinite (large pool).
Finite Population Example - CORRECT ANSWER-Airplane manufacturing customers.
Infinite Population Example - CORRECT ANSWER-Fast food restaurant customers.
Balking - CORRECT ANSWER-A customer decides not to enter the line.
Reneging - CORRECT ANSWER-A customer leaves after waiting in line.
, Jockeying (Line Jumping) - CORRECT ANSWER-Customer switches to another line.
Waiting Line (Queue) - CORRECT ANSWER-Area where customers wait for service; managed by
fairness and priority rules.
Priority Discipline - CORRECT ANSWER-Rules for who gets served first (e.g., FCFS, VIP, emergencies,
appointments).
Service Facility - CORRECT ANSWER-Where customers receive the service (e.g., cashier, bank teller).
Number of Servers - CORRECT ANSWER-Impacts speed, cost, and line length.
Service Rate (μ) - CORRECT ANSWER-Mean number of customers a server can handle per unit of
time.
Arrival Rate (λ) - CORRECT ANSWER-Mean number of customers arriving per unit of time.
Service Utilization (ρ) - CORRECT ANSWER-Ratio of time a server is busy = λ / μ.
ρ Example - CORRECT ANSWER-If λ = 3/hr and μ = 10/hr, ρ = 0.3 or 30% busy.
Average Number in System (nₛ) - CORRECT ANSWER-nₛ = λ / (μ − λ).
Average Number in Line (nₗ) - CORRECT ANSWER-nₗ = ρ × nₛ.
Average Time in System (tₛ) - CORRECT ANSWER-tₛ = 1 / (μ − λ).
Average Time in Line (tₗ) - CORRECT ANSWER-tₗ = ρ × tₛ.
Probability of exactly n in system (Pₙ) - CORRECT ANSWER-Pₙ = (1 − ρ) × ρⁿ.
Benefits of EMS Industry - CORRECT ANSWER-Speed to market, economies of scale, existing quality
systems, flexibility, and cost advantages.
Risks of EMS - CORRECT ANSWER-Loss of intellectual property, communication problems, quality
issues, and recall exposure.
Goal of Waiting Line Management –
SWER-Find balance between customer satisfaction (shorter lines) and operational cost (more staff).
3 Parts of a Waiting Line System - CORRECT ANSWER-Input Source, Waiting Line, Service Facility.
Input Source (Customers) - CORRECT ANSWER-People needing service; can be finite (small pool) or
infinite (large pool).
Finite Population Example - CORRECT ANSWER-Airplane manufacturing customers.
Infinite Population Example - CORRECT ANSWER-Fast food restaurant customers.
Balking - CORRECT ANSWER-A customer decides not to enter the line.
Reneging - CORRECT ANSWER-A customer leaves after waiting in line.
, Jockeying (Line Jumping) - CORRECT ANSWER-Customer switches to another line.
Waiting Line (Queue) - CORRECT ANSWER-Area where customers wait for service; managed by
fairness and priority rules.
Priority Discipline - CORRECT ANSWER-Rules for who gets served first (e.g., FCFS, VIP, emergencies,
appointments).
Service Facility - CORRECT ANSWER-Where customers receive the service (e.g., cashier, bank teller).
Number of Servers - CORRECT ANSWER-Impacts speed, cost, and line length.
Service Rate (μ) - CORRECT ANSWER-Mean number of customers a server can handle per unit of
time.
Arrival Rate (λ) - CORRECT ANSWER-Mean number of customers arriving per unit of time.
Service Utilization (ρ) - CORRECT ANSWER-Ratio of time a server is busy = λ / μ.
ρ Example - CORRECT ANSWER-If λ = 3/hr and μ = 10/hr, ρ = 0.3 or 30% busy.
Average Number in System (nₛ) - CORRECT ANSWER-nₛ = λ / (μ − λ).
Average Number in Line (nₗ) - CORRECT ANSWER-nₗ = ρ × nₛ.
Average Time in System (tₛ) - CORRECT ANSWER-tₛ = 1 / (μ − λ).
Average Time in Line (tₗ) - CORRECT ANSWER-tₗ = ρ × tₛ.
Probability of exactly n in system (Pₙ) - CORRECT ANSWER-Pₙ = (1 − ρ) × ρⁿ.
