Type of queue where customers are serviced completely by one stage before departing the system, such as what usually happens at McDonald’s.
What is a single stage system?
100
This estimate is used because some currently unprofitable customers may be profitable in the future.
What is a customer lifetime value estimate?
100
This is a type of risk management, strategic control tool used by many organizations.
What is scenario modeling/planning?
100
The capital of Bhutan.
What is Thimphu?
100
He was the voice of Scar in Disney's "The Lion King"
Who is Jeremy Irons?
200
Type of queue where customers enter one line and are then serviced in multiple separate service stages before departing the system, such as what usually happens at Chipotle.
What is a multiple stage system?
200
Confidentiality of customer information relates to this kind of argument.
What is an argument AGAINST sharing CLV information with frontline employees?
200
This is a strategic planning and measurement system that is used extensively in organizations worldwide to align business activities to the vision and strategy of the organization and to monitor organizational performance against strategic goals.
What is the BSC?
200
The capitol of Austria.
What is Vienna?
200
In Greek mythology, this hero killed the gorgon Medusa.
Who is Perseus?
300
This is the reason queues have expected delay, on average, even when actual operating activity is below capacity levels.
What is uncertainty in arrival patterns?
300
Better service to more valuable customers relates to this kind of argument.
What is an argument FOR sharing CLV information with frontline employees?
300
This is a tool that many organizations use to understand the cause-and-effect linkages between their non-financial and financial measures of performance.
What is a strategy map?
300
The capital of Costa Rica.
What is San Jose?
300
This comic book super hero team consists of characters such as Colossus, Nightcrawler, Gambit, and Storm.
Who are the X-Men?
400
This describes how expected delay time changes as the number of arrivals in a queue gets closer and closer to the queue’s capacity.
What is an exponential increase?
400
A type of cost system that assigns service costs to resources actually consumed by those services.
What is an ABC (or TDABC) system?
400
This is an analytical technique that many high-performing companies use to validate the causal relationship between chosen drivers of strategic success and outcomes.
What is regression modeling?
400
The capital of Iceland.
What is Reykjavik?
400
This NFL team LOST the first ever super bowl in 1967
Who are the Kansas City Chiefs?
500
This is the kind of underlying distribution that is assumed about most queues.
What is a Poisson distribution?
500
An organization can be in danger of this if the costs of complex services are shifted to high volume, routine services.
What is overpricing?
500
This formula describes how a differentiation strategy works.
What is ∆ Value > ∆ Costs?
500
The capital of Malta.
What is Valletta?
500
Theodore Roosevelt formed and belonged to this political party.