Reference no: EM132253673
A laptop repair shop is going to examine the design of its service process. The service protocol is as follows (assume that the shop has 6 employees who handle each step separately): Step 1: Listen to the clients descriptions of the problem (2 minutes). Step 2: Evaluate the laptop with the client (3 minutes). Step 3: Ensure that the client has reserve copies of the data (1.5 minute). Step 4: Ensure that authorization information required for log in is available (1 minute). Step 5: Explaining the required steps to the customer (4 minutes). Step 6: Processing a deposit and issuing a receipt (2.5 minutes).
a. Draw the process flow and include the flow time for each step.
b. How long does it take to process one client?
c. What is the capacity rate for each step?
d. What is the capacity rate of the whole process?
e. Compute the utilization for each step in the process.
f. Which steps are the bottleneck in the process?
Consider a scenario (“Scenario 1”) where one additional employee is available for steps 3 and 4 and repeat your analysis from part a to f.
Consider a scenario (“Scenario 2”) analyze the process once again from part a to f, given that one additional employee is available for step 5.
Compare your conclusions for the two scenarios. Explain your findings?