服务管理：运作、战略与信息技术(原书第9版)试卷MGH_9thIM_Second_Exam.docVIP

Second Exam Second Exam PAGE 366 PAGE 365 357 Fall 2018 Professor Fitzsimmons MAN 335 SERVICE OPERATIONS MANAGEMENT SECOND exam time: 75 Minutes Instructions: This closed book examination is composed of short answer and problem questions with responses confined to the space provided. Organize your thoughts before beginning your writing because any answer extending beyond the allocated space will not be read. The value for each question is indicated in parentheses following the question. Legible handwriting will be rewarded with partial credit and printed answers are encouraged. Good luck! _________________________________ Your Name (Please Print) _________________________________ Social Security Number _________________________________ Signature Check your exam to be sure you have all the questions. 1. a, b, c (15 points) 2. a, b, c (15 points) 3. a, b (10 points) 4. a, b (20 points) 5. (10 points) 6. (15 points) Multiple choice questions (15 questions) (15 points) 1. Sunset Airlines is reviewing its check-in procedures in anticipation of its two for the price of one fare promotion. Presently, a single clerk spends an average of three minutes per passenger checking luggage and issuing boarding passes. Service times have a negative exponential distribution. Passenger arrivals are Poisson distributed with anticipated mean of 15 per hour during flight operations. a. What is the probability that an arriving passenger will be served immediately without waiting? (5 pts.) b. The area immediately in front of the Sunset counter can accommodate only 3 passengers, including the one being served. What percentage of the time will this area be inadequate for waiting passengers? (5 pts.) c. Anticipating an increase in demand, Sunset has decided to add another clerk, when passengers begin to experience an average wait time in queue of 15 minutes. Because arrival rates are monitored at the check-in counter, determine what arrival rate per hour woul