Questions from Service Management

Q: 1. Assume that you are the assistant to the manager for

1. Assume that you are the assistant to the manager for operations at the FAA. Use the techniques of work shift scheduling to analyze the total workforce requirements and days-off schedule. For the pr...

Q: 1. How is SSM different from Deming’s PDCA cycle?

1. How is SSM different from Deming’s PDCA cycle? 2. Prepare a cause-and-effect or fishbone diagram for a problem such as “Why customers have long waits for coffee....

Q: On the morning of November 10, 2002, Jon Thomas,

On the morning of November 10, 2002, Jon Thomas, market analyst for the Mexico leisure markets, canceled more than 300 seats “illegally” reserved on two flights to Acapulco. All of the seats on Jon’s...

Q: 1. For the forecast period (i.e., July

1. For the forecast period (i.e., July–December), determine the number of new trainees who must be hired at the beginning of each month so that total personnel costs for the flight-a...

Q: Thrifty Car Rental (now part of Hertz) began as a

Thrifty Car Rental (now part of Hertz) began as a regional business in the southwest, but it now has more than 470 locations across the country and almost 600 international locations. About 80 percent...

Q: 1. In this chapter, we referred to Maister’s First and

1. In this chapter, we referred to Maister’s First and Second Laws of Service. How do they relate to this case? 2. What features of a good waiting process are evident in Dr. X’s practice? List the sho...

Q: Go forth armed with clipboard and stopwatch and study an actual waiting

Go forth armed with clipboard and stopwatch and study an actual waiting experience (e.g., post office, fast-food restaurant, retail bank). Begin with a sketch of the layout noting the queue configurat...

Q: The Houston Port Authority has engaged you as a consultant to advise

The Houston Port Authority has engaged you as a consultant to advise it on possible changes in the handling of wheat exports. At present, a crew of dockworkers using conventional belt conveyors unload...

Q: 1. During periods of bad weather, as compared with periods

1. During periods of bad weather, as compared with periods of clear weather, how many additional gallons of fuel on aver-age should FreeEx expect its planes to consume because of airport congestion? 2...

Q: Renaissance Clinic is a hospital dedicated to the health care of women

Renaissance Clinic is a hospital dedicated to the health care of women. It is located in the hill country surrounding Austin, Texas, and offers an environment that is unique in the city. At the time o...