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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
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An analysis of the holding costs, including the appropriate annual holding cost rate.
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