INFS3632 Hw 6 Solutions.doc - Service Quality Management Homework#6 Solutions Question 1(25 marks(a This plan works fairly straightforward The total

INFS3632 Hw 6 Solutions.doc - Service Quality Management...

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Service & Quality Management Homework #6 Solutions Question 1 (25 marks) (a) This plan works fairly straightforward. The total time required for cleaning all the cars by one cleaner is 1344 minutes (= 42 mins 32). Since John’s team only has 480 minutes, John will need 3 cleaners (=1344 / 480 = 2.8 ≈ 3) to do the job. That is, each cleaner will be responsible for cleaning 10.67 cars during the night (obviously how to clean the last two cars must be arranged). By doing so, each cleaner will spend 42 mins 10.67 = 448 mins for cleaning and may take some short breaks (no longer than 32 minutes all together) during the night. (b) The process diagram is sketched as follows. (c) To pursue the assembly line approach, we need to first identify the cycle time implied by the contract. The contract requires John’s team to clean 32 cars within 480 minutes. That means, if we want to clean the cars in a sequential manner, one car must be cleaned within every 480/32= 15 minutes. This is the (target) cycle time. Next we identify the number of stations. 3 8 . 2 15 42 c T N , same as the analysis in (a). John will need to have 3 cleaners, with each handling a single station. The following is one example of allocation: Station (Cleaner) 1: A → B → C with total time 14 minutes Station (Cleaner) 2: (D, E) → F → (G, H) with total time 14 minutes Station (Cleaner) 3: (I, J) → K with total time 14 minutes (Note that A → B means task A must be performed before B.) The actual cycle time achieved is 14 minutes. The process works as follows: Cleaner 1 first cleans the first car, followed by Cleaners 2, and then followed by Cleaners 3. Once each cleaner finishes his/her tasks, he/she will move on to the next car. The whole process will take: 42 mins + (32-1) 14 minutes = 476 minutes. (After the first car is cleaned 42 minutes after the process starts, one car will be finished every 14 minutes.) 1 C F D A B E H G 5 5 3 4 2 2 3 4 I 7 J 4 K 3

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Although this may seem that the process finishes barely in time, note that Cleaner 1 starts at 10pm, finishes at 5:28am; Cleaner 2 starts at 10:14pm, finishes at 5:42am; and Cleaner 3 starts at 10:28pm, finishes at 5:56am. Each cleaner works
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