Consider a facility that provides services of investment customers on a walk-in

Question

Consider a facility that provides services of investment customers on a walk-in basis. Data have shown that during the 10:00–3:00 timeframe, an average of 86 customers arrived and were served. One receptionist speaks to every customer to determine their needs; this takes an average of 3 minutes. Thirty-two percent of customers seek investment advice (they are each served by one of 3 investment advisors, who each averages 18 minutes to service a customer). Sixty-eight percent of customers seek to complete a simple transaction (e.g., deposit a check). These transactions are handled by 2 service agents, who each averages 9 minutes to service a customer.

a. Calculate the effective capacity of the receptionist (customers/hour). Show all work.

b. Calculate the resource utilization of the receptionist. Show all work.

c. Calculate the resource utilization of the service agents. Show all work

Explanation / Answer

Answer:

Given Data:

Working Time = 5 hours = 5*60 = 300 minutes

No: of average customers arrived and served = 86 Nos

Average time taken by receptionist per customer = 3 minutes

Average Nos of customers seeking investment advise is 32% * 86 = 27.52, say 28 customers

No of investment advisors in the firm = 3 Nos

Average time taken by investment advisor to serve each customer = 18 minutes

Average Nos of Customer seek to complete a simple tansaction = 68% i.e, (86-28) = 58 customers

No of service agents to handle simple transaction = 2 Nos

So, Bos of customer handed by each service agent = 58/2 = 29 Nos

Average time taken by service agents to service each customer = 9 minutes.

a. Calculate the effective capacity of the receptionist (customers/hour). Show all work.

                                                                                    = 300 minutes / 86

                                                                                     = 3.49 minutes / customer.

                                  So, customers / hour                     = 60 minutes / 3.49 minutes

                                                                                      =17.19, Say 17 customers / hour.

b. Calculate the resource utilization of the receptionist. Show all work

                                                                   = (3.00/3.49)*100%

      Resource utilization of the receptionist = 85.96%

c. Calculate the resource utilization of the service agents. Show all work

                                                                                    = 300 minutes / 28

                                                                                     = 10.71 minutes / customer

Thanks.

                                                        = (9.00/10.71)*100%

Resource utilization of the service agent = 84.03%

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