Mba 626 Wk 3 Hw Solutions

1. Chapter 4, page 146, Problems, #5

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2. Chapter 4, page 147, Problems, #13– “abuse the license clerk” should not be considered and included as one of the process operations

The process chart is as follows.

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The tax assessment clerks’ time is being wasted by an inefficient waiting line process. Whenever the customer arrival rate approaches the service rate, a waiting line will form. While the clerk is waiting for phantom customers, service rate declines, and waiting lines become even longer. More disgusted customers leave the waiting area (renege).

This process can be improved by arranging the waiting area to work like the “batter’s circle and batter’s box” in baseball. Customers who have reneged would be replaced before the clerks’ time is wasted. Service rates would increase and waiting lines would decrease.

Typical of many service situations, the customer’s anger is misguided. It is directed to the last person in the process (the license clerk), who has done nothing wrong. The customer pays for this misguided anger. While taking the one minute to abuse the license clerk, a bus approaches. Blinded by rage, the taxpayer drives his new car into the path of the oncoming bus, and the car is totaled. Now the customer will have to start the process again!

Epilogue.

It is almost sad how little exaggeration was used in creating this problem. When this location of the DMV closed, the local news announcer referred to it as “the city’s most popular place to wait in line.” This DMV process has since been replaced by an automated one-stop, one-transaction process. Just today I visited the new DMV and completed the entire process in five minutes.

3. Chapter 4, page 151, Problems, #30– answer only parts b) and c)

a. Tally sheet

|Type of Failure |Tally |Number of Rejected Boards |

|A. Poor electrolyte coverage |[pic]...