Managing capacity and waits

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Reference no: EM133827365

Managing capacity and waits.

Berkew Moling is a scooter rental store in Frankfurt. The store is open 24 hours a day and, due to its proximity to the university, experiences customers arriving around the clock. A store intern recently analyzed historical data which showed that an average of 30 customers arrive every hour, with a standard deviation of 2 minutes. This customer arrival pattern is consistent and is independent of the time of the day, with no indication of a systematic arrival pattern (think: within-day seasonality) over the course of a day. Currently, a single store employee operates the checkout process. The employee needs on average 1.7 minutes to check out a customer. The standard deviation of this check-out time is 3 minutes, mainly because customers have varying experience with renting scooters (and hence varying need for explanations of the contractual terms).

1. If you assume that every customer rents a scooter (i.e., has to go to the checkout), what is the average time a customer has to wait in line before getting served by the checkout employee, not including the actual checkout time (within 1 minute)?

2. If there are no customers requiring checkout, the employee is doing some maintenance on returned scooters, of which there are always plenty waiting to be made ready for the next rental. How many scooters can the employee do maintenance on over an 8-hour shift (assume no breaks) if it takes exactly 6 minutes per scooter?

3. What is the average number of customers who are at the checkout desk, either waiting or currently being served (within 1 customer)?

4. Now assume that 10 percent of the customers do not rent a scooter at all and therefore do not have to go through checkout. What is the average time a customer must wait in line before getting served by the checkout employee, not including the actual checkout time (within 1 minute)? Assume that the coefficient of variation for the arrival process remains the same as before.

Reference no: EM133827365

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