Process Analysis and Capacity Management Essay

1. Dello is a world-class PC companionship. Management believes that they understand their products and customers better than any outsourcing company on that pointfore Dello should provide customer service in-house. Ideally, Dellos customer service department wants to worry all the customer ph hotshot calls. During peak bits, however, Dello receives so umteen customer calls that they ask an outsourcing company, Telemate, to help handle incoming calls. Dellos switchboard system is programmed in the following way A customer calls Dello at its 1-800 number. If in that location are 14 or less societys in the system waiting to speak with one of the customer service legates, then the call stays deep down Dellos system and the customer inquiry will be answered by a Dello customer service representative. If, on the other hand, there are 15 or more calls waiting within Dellos system, then the incoming call is forwarded to the outsourcer Telemate, and the call will be answered by a T elemate agent.Draw the work flow map for Dellos customer service call handling process.pic2. Getaway is another computer company known for mass customization. Its unknown is to always hold back an inventory of base models, and to offer its customers add on options. The process is as follows The first step is receiving the order. After receiving an order, the order is checked for add-ons. If needed, add-ons are added to the base model. (Note that base models are held in inventory). Then the computer is packed, and lowestly shipped.Draw a process flow diagram for the above process.picIf you want to be stricter, you mass slang triangles for add-on parts inventory and work-in-process between packing and shipping.3. Kate is managing his companys production facility. Consider the following production process. Note some triangles may be by design omitted. picRaw materials go through machines A, B, and then C, to produce a final product. Capacity, or service rate, of each machine is as followsMachine A two hundred units per minMachine B 180 units per hourMachine C 120 units per hour(All these numbers are expressed in terms of units of final product.)a) Identify the stymie process. Is it A, B, or C? Explain briefly.Machine C, since its the slowest process of all.Kate sincerely believes that she must keep high utilization of machines. every(prenominal) time she sees an operator idle, therefore, she orders the operator to go back to the machine and continue operating.b) What is she doing wrong? What is the most likely result if she manages the factory this way?She doesnt be to understand that the bottleneck process defines throughput of the entire system. In other words, the production facility can process just as fast as the bottleneck. If she tells every operator to produce all the time, most likely result is that she will have unnecessarily large WIP built-up between machines.4. Eastern hot chocolate follows the flow graph below to serve its customers. N ote that some triangles may be omitted intentionally. It takes a player twoproceeding to take order and receive payment, two minutes to prepare coffee, and three minutes to clean equipment.Eastern coffee has two workers worker A takes order and prepares coffee, while worker B handles the cleaning.a) On add up, 10 customers per hour show up and order coffee. What is the utilization rate of worker A? And what is the utilization rate of worker B?Capacity of worker A 60/(2+2) = 15 customers/hourCapacity of worker B 60/3 = 20 customers/hourUtilization of A 10/15 = 0.666 or 66.6%Utilization of B 10/20 = 0.5 or 50%b) How many customers can Eastern hot chocolate serve per hour?From the above, Capacity of Eastern coffee bean is 15 customers/hourWestern Coffee follows the same flow chart above, and each activity takes the same amount of time as Eastern. Western Coffee also has two workers worker C only takes order and payment, while worker D handles the coffee preparation and cleaning.c) How many customers can Western Coffee serve per hour?Capacity of worker C 60/2 = 30 customers/hourCapacity of worker D 60/(2+3) = 12 customers/hourCapacity of Western Coffee is 12 customers/hourd) The manager of Western Coffee notices that cleaning is not a critical activity in the compreh displace that it can be delayed and be finished when there are fewer customers. in that locationfore, during the peak hour when many customers beat in, workers can focus on serving customers and temporarily ignore the cleaning activity. Then how many customers can Western Coffee serve duringthe peak hour?Capacity of worker D during the peak hour 60/2 = 30 customers/hour Capacity of Western Coffee is 30 customers/hour5. At Spotted frighten Coffee Shop, one cashier can take 30 orders per hour and one skilled worker can prepare 20 orders per hour. guide that the cashier and the worker are not cross-trained.a. pronounce that there are only one cashier and one worker in Spotted Cow. What is the subject of Spotted Cow? And which resource is the bottleneck? Explain.The worker is the bottleneck as she pushes the smallest amount of job in an hour. The capacity of Spotted Cow is 20 orders per hour, which is decided by the bottleneck.b. Suppose that Spotted Cow hires one more skilled worker who can also prepare 20 orders per hour. What is the capacity of Spotted Cow? And which resource is the bottleneck? Explain.The cashier is the bottleneck as she can take at most 30 orders per hour. While the two workers can prepare in total 40 orders per hour. The capacity of Spotted Cow is 30 orders per hour, which is decided by the bottleneck.6. Pavichs Brick Oven Pizza is known for its speedy delivery time of piping hot pizza. Its secret is to always maintain an inventory of uncooked, assembled, cheese pizzas, and to offer its customers only cheese and pepperoni pizza. If a customer orders a cheese pizza, uncooked cheese pizza goes immediately into the oven. If a customer orders a pepper oni pizza, pepperoni is added to the cheese pizza, and then the pizza is cooked, and finally delivered. Draw the process flow sheet diagram for Pavichs Brick Oven Pizza. In your flowchart, use at least two inverted triangles.picYou can of course have an arrow from uncooked cheese pizza inventory to cooking process.7. Campus Credit Union has 5 representatives, 2 of them specialized in business customers and 3 of them specialized in individualized customers. On average, each business customer takes 15 minutes, and each personal customer takes 12 minutes to finish the service. During the 4-5pm rush hour, 10 business customers and 10 personal customers show up. a. Does the Credit Union have enough capacity during the rush hour?Each hour, a representative can serve 60/15=4 business customers and 60/12=5 personal customers.During the rush hour, the capacity for business customers is 4*2=810. The Credit Union will have enough capacity for all the customers. 8. The following flow chart de scribes a simple burger making process. picOne stove is accessible to cook patties. It can cook patties in 3 minutes and holds 40 patties at one time. On average, it takes 45 seconds for a worker to assemble a burger. There are 12 workers available to assemble. The time it takes to deliver can be omitted. Assume that one burger needs only one patty.a. What is the capacity of the cooking stage? What is the capacity of the assembly stage? What is the capacity of the entire process?The stove can cook 40*60/3 = 800 patties per hour. The workers can assemble 12 * 60 / 0.75 = 960 burgers per hour. The stove is the bottleneck. The capacity of the entire process is 800 burgers per hour.b. Suppose that on average 600 burgers per hour are ordered from customers. What is the utilization rate of the stove? What is the utilization rate of the worker, on average?Utilization rate of the stove 600 per hour / 800 per hour = 75%Utilization rate of the workers, on average 600 per hour / 960 per hour = 62.5%.9. A small medical center would like to determine the capacity requirements for the succeeding(a) month. Currently there are 11 doctors working 8 hours a day and 5 days a week. They provide care for three guinea pigs of patients patients come for regular check-ups (type A), patients with minor problems (type B), and patients with serious problems (type C). The management had estimated the number of patients for the undermentioned four weeks as follows hebdomadly numbers of patients Week 1 Week 2 Week 3 Week 4 pillowcase A 250 50 100 500 Type B 150 300 150 300 Type C 200 150 250 150 All the doctors can provide care for all types of patients. Type A patients require 15 minutes of care, type B patients require 30 minutes of care, and type C patients require 60 minutes of care.a. What are the average utilization rates of the doctors for each of the next 4 weeks?Requirements in hours Number of hours needed Week 1 Week 2 Week 3 Week 4 Type A 62.5 12.5 25 125 Type B 75 15075 150 Type C 200 150 250 150 Total 337.5 312.5 350 425 Utilizations 76.7% 71.0% 79.5% 96.6% Total available doctors time = 11*8*5 = 440 hoursb. Does this medical center have enough capacity?Yes10. A clothing company produces 5 types of shirts (A, B, C, D, and E). The final manufacturing steps in the shirt production process are to (a) attach a care label to every shirt, and (b) brand the companys name on every shirt. The company has one machine for attaching care labels, and one machine for branding. For any shirt type, branding requires 8 minutes of processing on the machine. receivable to differences between shirt designs, attaching care labels requires the following shirt-dependent processing times (in minutes)Shirt Type Processing TimeA 4B 10C 5D 6E 8The demand per day for the different shirt types isShirt Type DemandA 20B 5C 25D 10E 15Assume each machine is available to work 8 hours per day. Does the company have the capacity to satisfy its demand? Explain yo ur answer fully.The demand for the branding machine is(20 + 5 + 25+ 10 + 15) * 8 = 600 minutes, or 600/60 = 10 hours. There is not enough capacity on the branding machine to satisfy demand. This machine is a bottleneck resource.The demand for the label attaching machine is20 * 4 + 5 * 10 + 25 * 5 + 10 * 6 + 15 * 8 = 435 minutes, or 435 / 60 = 7.25 hours. There is enough capacity on the label attaching machine to satisfy demand.11. InnovB is a call center company. InnovB has a highly sophisticated switchboard system called Virtual Agent that takes customer calls. There are 20 telephone lines and therefore 20 Virtual Agents. Virtual Agent asks a caller some basic questions such as the callers preferred language, account number, etc. On average, a customer spends 3 minutes within Virtual Agent system. Depending on the nature of the act and customers account history, Virtual Agent puts a call through to either a high-skilled or a low-skilled customer service representative (CSR). Virtu al Agent is programmed so that all difficult calls are handled by high-skilled CSRs, and all the easy calls are handled by low-skilled CSRs. It takes, on average, 6 minutes for a high-skilled CSR to process a difficult call, and it takes 4 minutes for a low-skilled CSR to take care of an easy call. There are 15 high-skilled and 20 low-skilled CSRs. At the end of the transaction, both difficult and easy calls are transferred to the companys customer satisfaction survey system. It takes on average 2 minutes to take the survey. Since there are 20 telephone lines, there can be up to 20 callers taking the survey at one time.a. Draw the process flowchart diagram for InnovB. Use at least one inverted triangle. Use only one rectangle for the survey process. Use arrows, not lines.YesNob. Can InnovB handle 125 difficult calls per hour? Explain.Capacity of Virtual Agent= 20*20 = 400 customers/hrCapacity of high skilled = 10*15 = 150 customers/hrCapacity of low skilled = 15*20 = 300 customers/h rCapacity of survey system = 30*20 = 600 customers/hrYes, 125 is possible. (125