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The following diagram describes a service process where customers go through either of two parallel three-step

processes and then merge into a single line for the final step. The numbers in parentheses are the times in minutes for each step of the process. 

a)    What is the capacity of the entire system?

b)    If you could increase the capacity of only one step through process improvement efforts, which step would you select and how much additional capacity would you strive for? What would the resulting capacity of the process be?



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