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Chapter 2: Q5OQ (page 217)
As the degree of customer contact increases in a service operation, what generally happens to the efficiency of the operation?
The day-to-day actions, procedures, as well as technology that are liable for providing worth to the company through technologies, are referred to as service operations.
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Some tasks and the order in which they must be performed according to their assembly requirements are shown in the following table. These are to be combined into workstations to create an assembly line. The assembly line operates 7 1鈦�2 hours per day. The output requirement is 1,000 units per day.
Task | Preceding Tasks | Time (Seconds) | Task | Preceding Tasks | Time (Seconds) |
A | 鈥� | 15 | G | C | 11 |
B | A | 24 | H | D | 9 |
C | A | 6 | I | E | 14 |
D | B | 12 | J | F, G | 7 |
E | B | 18 | K | H, I | 15 |
F | C | 7 | L | J, K | 10 |
a. What is the workstation cycle time required to produce 1,000 units per day?
b. Balance the line using the longest task time based on the 1,000-unit forecast, stating which tasks would be done in each workstation.
c. For (b), what is the efficiency of your line balance, assuming it is running at the cycle time from part (a)?
d. After production was started, Marketing realized that it understated demand and must increase output to 1,100 units. What action would you take? Be specific and quantitative in your answer.
A local market research firm has just won a contract for several thousand small projects involving data gathering and statistical analysis. In the past, the firm has assigned each project to a single member of its highly trained professional staff. This person would both gather and analyze the data. Using this approach, an experienced person can complete an average of 10 such projects in an eight-hour day. The firm鈥檚 management is thinking of assigning two people to each project in order to allow them to specialize and become more efficient. The process would require the data gatherer to i ll out a matrix on the computer, check it, and transmit it to the statistical analysis program for the analyst to complete. Data can be gathered on one project while the analysis is being completed on another, but the analysis must be complete before the statistical analysis program can accept the new data. After some practice, the new process can be completed with a standard time of 20 minutes for the data gathering and 30 minutes for the analysis.
a.What is the production (output per hour) for each alternative? What is the productivity (output per labor hour)?
b.How long would it take to complete 1,000 projects with each alternative? What would be the labor content (total number of labor hours) for 1,000 projects for each alternative?
Question: Calculate the average customer arrival rate and service rate per hour.
A psychological therapist treats patients according to their individual needs. Patients are all treated in the same office on a scheduled basis. Each patient鈥檚 treatment is developed and customized for the individual according to the therapist鈥檚 professional training. Which of the contrasting service designs in the chapter would best describe the therapist鈥檚 service operation?
You are planning employees for a bank. You plan for six tellers. Tellers take 15 minutes per customer with a standard deviation of seven minutes. Customers will arrive one every three minutes according to an exponential distribution (recall that the standard deviation is equal to the mean). Every customer who arrives eventually gets serviced.
a. On average, how many customers would be waiting in line?
b. On average, how long would a customer spend in the bank?
c. If a customer arrived, saw the line, and decided not to get in line, that customer has ________.
d. A customer who enters the line but decides to leave the line before getting service is said to have ________.
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