INFS5872_Homework_3 (2)-1.doc - INFS5872 Service & Quality...

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INFS5872 Service & Quality ManagementHomework #3This homework accounts for 10% of the total marks for this course.Total marks for this homework: 100 marksA hard copyof your answers is due at the beginning of the class on 16 March2020.The School of ISTM requires you to submit your homework with a signedcover sheet, which can be found on Moodle.To facilitate the instructor’s marking, you are required to submit a summarypage(as shown on Page 2), which must be typed and contain no equationsand diagrams.You still need to provide detailed answer foreach question that the instructor will also check.Organise your submission as follows:oSigned cover pageoSummary pageoDetailed answers for the questions, which can be handwritten.1
Name:.Summary of AnswersQ2(a) (5 marks)- No. of cleaners hired:- Time the whole cleaning would take:(c) (10 marks)- Cycle time:- Minimum no. of cleaners needed:- Sequence of tasks for each cleaner (station):- Exact time John’s team would finish the cleaning:(d) (10 marks) DiscussionQ3(b) (15 marks) Capacity analysis – to find out the maximum number ofcustomers serviced per day- IVR capacity (#/day):- INQUIRY capacity (#/day):- INVESTMENT capacity (#/day):- SUPPORT capacity (#/day):Identify the bottleneck: IVR, INQUIRY, INVESTMENT, or SUPPORT(c) (10 marks) Utilisation analysis:IVR utilisation (%):An operator for INQUIRY (%):An advisor for INVESTMENT (%):An IT technician for SUPPORT (%):Q4(a) (3 marks) Your justification for the capacity(b) Yourn=2
Question 1(15 marks)Exercise 7.1 in the text (P. 174). It is copied here for your convenience.Passengers arriving at an airport departure gate must first wait for their row to becalled before proceeding to the gate to have their boarding pass authenticated. If theboarding pass does not match the departing flight, the passenger is directed to theappropriate gate.A passenger attempting to carry on an excessively large bag isdirected to check the luggage piece and return.Passengers with the proper boardingpass and appropriately sized carry-on are allowed to enter the jet way and board theplane.Draw the process flow diagram of the departure gate process.How might thisprocess be improved to avoid delays?

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