Homework - process flow analysis - what time does the

Question

Question 1

This mini­case is based on APPRENTICE season Three, Episode One. In the episode, two teams compete to promote the new Burger King Triple Cheese Burger (TCB). The objective is to sell as many TCBs as possible. However, both teams still need to serve customers who order the ordinary burgers (OB), though the profits of OB sales are not counted for their competition. The two teams are Team Magna (Booksmarts), consisting of ten members with college degrees, and Team Networth (Streetsmarts), consisting of ten high­schoolers. The result of the competition is that Team Magna lost to Team Networth.

In this homework you need to analyze Magna's operations to see what went wrong. The diagram below shows Magna's process flows and staffing of Burger King's indoor operations.

Team Leader (Todd) assigned roles as follows. When multiple members are assigned to the same task, they work in parallel.
2 members as outdoor performers attracting more customers to enter the restaurant,
2 members as order receivers (operating separate cash registers), 4 as cooks (1 for TCB and 3 for OB), and
1 as packager.

Todd himself works as team coordinator without operating any specific jobs.

It takes an order receiver 1 minute to introduce TCB to a customer and 1 minute to process the order, no matter whether a customer chooses TCB or OB. Cooking a TCB takes one member 3 minutes, while cooking an OB only takes one member 2.5 minutes. The capacity of the packager is 150 burgers (either kind) per hour. The restaurant operates 4 hours on that day (from 11:00am to 3:00 pm). The two performers' outdoor marketing effort attracts customers who enter the store. The table below shows the different hourly demand rates.

Time Slots	11am­Noon	Noon­1pm	1pm­3pm
Demand Rates WITHOUT outdoor marketing	72	108	44
Demand Rates WITH 2 members outdoor marketing	80	120	50

Once entered the Burger King restaurant, customers wait in the line before they reach the order receiver. After their orders are taken, customers leave the line and wait in the seats. If a customer finds, upon entering the store, that there are 20 or more customers in line waiting to reach the order receivers (the number 20 does not include the customers who finished ordering and are waiting in the seats), the customer leaves and doesn't return.

Assume also:

1/4 of the customers choose TCB, the rest choose OB.
Customers arrive at a deterministic rate during each time period listed in Table A.
Each customer orders exactly one burger, either a TCB or an OB.
All burgers (OB and TCB) are made to order to guarantee freshness.

Fill in the capacity and implied utilization (IU) rates for the process with outdoor marketing during 11am ­noon in the following table. Please fill integer numbers in to the blank, round the number to integer if necessary. For instance, if the utilization rate is "33.33%", you should fill in "33" into the blank.

Resources at...	Capacity (Burgers/Hour)			Implied Utilization (%)
TCB Introduction& Order Receiving
Cooking TCBs
Cooking OBs
Packaging

Question 2

In the following table, fill in the total flow rate (in burgers/hour) for the process during different time intervals. Please fill integer numbers in to the blank.

Question 3

At what time does the process start to lose customers?
11:00
12:00
13:00
14:00

Question 4

What is the longest possible waiting time (in minutes) for a customer who joined the queue?

Question 5

What is the total waiting time (in customer·hour) for customers who joined the queue?

Question 6

How many TCBs does Magna sell with outdoor marketing from 11am to 3pm?

Question 7

How valuable is the outdoor marketing? In other words, how many TCBs sold by the team should be attributed to outdoor marketing?