Question 2. (20 points)
Three hairstylists, A, B, and C, run 'Fantasia Hair Salon' in the
Student Union Building. A's younger sister Mary works as the receptionist. They stay open from 7:00am to 9:00pm in order to accommodate as many people's work schedules as possible. They perform only shampooing and hairstyling activities.
On arrival, every customer first checks in with Mary. This takes only 3 minutes. One of the three stylists then takes charge of the customer and performs all three activities (shampooing, styling, and billing) consecutively. On average, it takes 8 minutes to shampoo, 12 minutes to style the hair, and 5 minutes to bill the customer.
a. Draw a process map for the above process. (6 points)
b. What is the number of customers that can be serviced per hour in this hair salon? (7 points)
c. An operations specialist has suggested that the billing operation be transferred to Mary. What would be the capacity rate of the hair salon if the hair salon accept this suggestion? Who is the bottleneck now? (7 points)