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business process management

Business Process Modeling Simulation And Design 2nd Edition Manuel Laguna, Johan Marklund - Solutions

The data set in Table 9.38 represents the WIP at the end of a day for a 40 day simulation of a given business process. Find a 99% confidence interval for the mean WIP.
Use the data in Exercise 9.4 to generate random variates from an exponential distribution with a mean of 25.
Use the data in Exercise 9.4 to generate random variates from the discrete probability distribution function in Table 9.37.
Perform the following tests on the numbers generated in Exercise 9.10:a. Test for randomness using KS with a significance level of 0.05.b. Test for independence using the runs test with a 0.05 level of significance.
Use the linear congruential method with parameters Z0 = 79, a = 56,214, c = 17, and m = 999 to generate 10 three-digit random numbers.
Starting with a seed of 3461, generate 10 four-digit random numbers using the midsquare method.
The data set in Table 9.36 consists of cycle times of jobs in a given process. Perform the runs test to determine with a 99% confidence level whether or not the cycle times(ordered by columns) are independent.TABLE 9.36 Cycle Times for Exercise 9.8 10.76 18.73 10.55 8.17 17.42 15.22 8.54 13.0 13.53
Consider the data in Exercise 9.4. Perform the runs test to determine with a 95%confidence level whether or not the numbers in the sequence (ordered by rows) are independent.
Apply the KS test to the data in Exercise 9.2.
Apply the KS test to the data in Exercise 9.1.
Use the KS test to examine under the significance level of 0.01 whether the observations in Table 9.35 are random numbers uniformly distributed between 0 and 1.
An analyst is interested in determining whether the Weibull distribution with parameters α = 6 and β = 10 is a good fit to the data set in Table 9.34. Use Microsoft Excel to perform a chi-square goodness-of-fit test to help the analyst make a decision.TABLE 9.32 Interarrival Times for Exercise
Use the chi-square goodness-of-fit test and a significance level of 0.05 to test the set of service times in Table 9.33 for possible fit to the normal distribution.
Use the chi-square goodness-of-fit test and a significance level of 0.1 to test the set of interarrival times in Table 9.32 for possible fit to the exponential distribution.
Priority queues—A business process consists of six activities, as shown in the flowchart of Figure 8.68. The activity times are normally distributed with mean values of 15, 10, 8, 8, 13, and 7, respectively, for activities A through F. Similarly, the standard deviations are 3, 2.5, 2, 3, 3.5, and
Multiple queues—The order-fulfillment process of an entrepreneurial catalog business operates as follows. Orders arrive with exponential interarrival times with a mean of 10 min. A single clerk accepts and checks the orders and processes payment.These activities require a random time that is
Variable resource availability—Travelers arrive at the main entrance door of an airline terminal according to an exponential interarrival time distribution with a mean of 1.6 min. The travel time from the entrance to the check-in is distributed uniformly between 2 and 3 min. At the check-in
Assessing process performance—The process of insuring a property consists of four main activities: review and distribution, underwriting, rating, and policy writing.Four clerks, three underwriting teams, eight raters, and five writers perform these activities in sequence. The time to perform each
Investigating the effect of rework rates—A proposed business process consists of five serial workstations. One caseworker is positioned in each workstation. The processing times at each workstation are exponentially distributed with mean values of 11, 10, 11, 11, and 12 min, respectively. The
Investigating the effect of pooling resources—Three types of jobs arrive to a process at a rate that randomly varies between 2 and 4 jobs/h; that is, the interarrival times are governed by a uniform distribution with mean equal to three and a half jobs per hour.The process is currently configured
Measuring cycle times of different types of jobs—Three types of jobs arrive to a process at a rate of four jobs per hour. The interarrival times are exponentially distributed.The arrivals are not equally likely for each job type. Typically, 40% of the jobs are type I, 35% are type II, and 25% are
Grocery store—You are hired by Safeway to help them build a number of simulation models to better understand the customer flows and queuing processes in a grocery store setting. The pilot project at hand focuses on an off-peak setting where at most two checkouts are open. To better understand the
Bank tellers—Consider a banking system involving two inside tellers and two drivein tellers. Arrivals to the banking system are either for the drive-in tellers or for the inside tellers. The time between arrivals to the drive-in tellers is exponentially distributed with a mean of 1 min. The
Inventory system—A large discount store is planning to install a system to control the inventory of a particular video game system. The time between demands for a video game system is exponentially distributed with a mean time of 0.2 weeks.In the case where customers demand the system when it
Airline ticket counter—At an airline ticket counter, the current practice is to allow queues to form before each ticket agent. Time between arrivals to the agents is exponentially distributed with a mean of 5 min. Customers join the shortest queue at the time of their arrival. The service time
A bank with five tellers opens its doors at 9 AM and closes its doors at 5 PM, but it operates until all customers in the bank by 5 PM have been served. Assume that the interarrival times of customers are exponentially distributed with a mean of 1 min and that the service times of customers are
A service facility consists of two servers in series (tandem), each with its own FIFO queue (see Figure 8.63). A customer completing service at server 1 proceeds to server 2, and a customer completing service at server 2 leaves the facility. Assume that the interarrival times of customers to server
For the single-server queuing system in exercise 1b, suppose the queue has room for only three customers and that a customer arriving to find that the queue is full just goes away (i.e., the customers balk if there are three customers in the queue).Simulate this process for 5000 min, and estimate
Consider a single-server queuing system for which the interarrival times are exponentially distributed. A customer who arrives and finds the server busy joins the end of a single queue. Service times of customers at the server are also exponentially distributed random variables. Upon completing
A process manager is considering automating a bottleneck operation. The operation receives between three and nine jobs per hour in a random fashion. The cost of waiting associated with the jobs is estimated at $2.20 per hour. The team’s equipment choices are specified in Table 7.10. Develop a
At Letchworth Community College, one person, the registrar, registers students for classes. Students arrive at a rate of 10/h (Poisson arrivals), and the registration process takes 5 min on the average (exponential distribution). The registrar is paid $5 per hour, and the cost of keeping students
The chief of staff in the emergency room of Exercise 6.22 is considering the computerization of the admissions process. This change will not reduce the 10 min service time, but it will make it constant. Develop a spreadsheet simulation to compare the performance of the proposed automated process
Use the spreadsheet template in Table 7.9 to simulate a customer service desk with two servers. The start time of the process is 9:00 AM (cell C4), and the interarrival times (cells B5 to B14) are given in minutes. Assume that the process consists of a single queue operating under a
Perform the steps in the drive-through simulation that remain to empty the event calendar of Table 7.5. Calculate the statistics at the end of these events. Was Car 8 able to enter the drive-through?
Perform a web search of “business process simulation” and prepare a short report of your findings.
List a few entities, attributes, activities, events, and state variables for the following processes:a. Checkout process at a grocery storeb. Admission process at hospitalc. Insurance claim process
The BlockBlaster DVD store has only one cashier working at a time. Assume that the customers arrive to the cashier according to a Poisson process with average rate of 1 customer/min. When comparing the service times of two cashiers that work different shifts, some differences in service time
Consider a bank office where customers arrive according to a Poisson process with an average arrival rate of λ customers per minute. The bank has only one teller servicing the arriving customers. The service time is exponentially distributed and the mean service rate is μ customers per minute. It
At Martha’s café, Martha herself operates the espresso machine. Customers arrive and demand cups of espresso according to a Poisson process with an average rate of 30 cups/h. The time it takes for Martha to make a cup of espresso is exponential with a mean of 75 s.a. Determine L, Lq, W, and Wq
A railroad company paints its own railroad cars as needed. The company is about to make a significant overhaul of the painting operations and needs to decide between two alternative paint shop configurations.Alternative 1: Two “wall-to-wall” manually operated paint shops, where the painting is
The manager of a grocery store is interested in providing good service to the senior citizens who shop in his store. The manager is considering the addition of a separate checkout counter for senior citizens. It is estimated that the senior citizens would arrive at the counter at an average of 30
A case team completes jobs at a rate of 2 per hour, with actual processing times following an exponential distribution. Jobs arrive at rate of about one every 32 min and the arrival times are also considered exponential. Use queuing theory to answer the following questions:a. What is the average
Truckloads of seasonal merchandise arrive to a distribution center within a 2 week span. Because of this, merchandised-filled trucks waiting to unload have been known to back up for a block at the receiving dock. The increased cost by unloading delays including truck rental and idle driver time is
The arrival and service rates in Tabl 6.8 pertain to telephone calls to a technicalsupport person in a call center on a typical day. Both the interarrival times and the service times are exponentially distributed.a. Determine the average time the callers wait to have their calls answered for each
Consider a cashier at a grocery store. Customers arrive at this cashier’s station according to a Poisson process with a mean of 25 customers/h. The cashier’s service times are exponentially distributed with a mean of 2 min. By hiring a person to help the cashier bagging the groceries and
A fast-food chain is opening a new restaurant in a shopping mall. The restaurant needs to hire a cashier and has two prime candidates. Candidate 1 is experienced and fast but demands a higher salary. Candidate 2 is inexperienced and slower but also has more modest salary claims. The question is
Most arrivals to a hospital emergency room are not considered emergencies in that the patients can wait to see a doctor until they complete the proper forms. At a county hospital, emergency patients arrive at a rate of 6 per hour. This process is, to no one’s surprise, a Poisson arrival process.
A process has a bottleneck resource that consists of specialized equipment. Jobs arrive to this machine at a rate of 40 per hour (according to a Poisson arrival process).The processing times average 1 min and are exponentially distributed. Compare the performance (e.g., average cycle time through
The manager of a movie theater would like to predict the consequences of adding a second ticket clerk. Data show that arrivals to the theater are Poisson distributed at a rate of 250 per hour, and service times are exponentially distributed with a mean of 12 s. The manager has also estimated that
A company has a central document-copying service. Arrivals can be assumed to follow a Poisson process, with a mean rate of 15 per hour. It can be assumed that service times are exponentially distributed. With the present copying equipment, the average service time is 3 min. A new machine can be
A facility management company has recently acquired a number of new commercial properties within the city of Greenfield. They are faced with the problem of hiring a number of on-call janitors, who are responsible for fixing emergency problems that arise at these different facilities. The question
Plans are being made to open a small gas station in a central location in Springfield.The owner must decide how much space should be provided for waiting cars. This is an important decision since land prices are high. It is assumed that customers (cars)arrive according to a Poisson process with a
A workstation has enough storage space to store three jobs in addition to the one being processed. Excess jobs are routed to another workstation, which is used solely to handle this overflow of jobs from the regular workstation. Jobs arrive to the regular workstation according to a Poisson process
Consider the description of problem 14 earlier.a. Identify an appropriate queuing model that adequately describes the queuing process.Use the corresponding formulas to determine Pn, n = 0, 1, 2, 3, …, L, Lq, W, Wq.b. Determine the fraction of time that the mechanic is busy.c. Determine the
A mechanic is responsible for keeping two machines in working order. The time until a working machine breaks down is exponentially distributed with a mean of 12 h.The mechanic’s repair time is exponentially distributed with a mean of 8 h.a. Show that this queuing process is a birth-and-death
A telecommunications company receives customer calls at a rate of 25/h. The interarrival times are exponentially distributed. Each call requires, on the average, 20 min.The times for each call also follow an exponential distribution.a. What is the minimum number of customer service agents needed
A pharmaceutical company has formed a team to handle FDA applications for approval of new drugs. Requests for applications arrive at a rate of 1 every year. The arrivals follow a Poisson process. On average, the team processes an application for 9 months. The company estimates that the average cost
Consider an M/M/2 model. Derive the following expressions by constructing the rate diagram and solving the balance equations:p= (2) Po (1-p) (1+p) PR = 2p" Po L = 2p (1-p) 2p La (1-p) =L-2p
A small machine shop consists of three sensitive machines that break down frequently but independently from each other. The company has two service technicians on standby to repair the machines as soon as they break down. For each fully functional machine, the breakdown rate is 0.1 times/h and the
A gas station has a single automated car wash. Cars arrive to the gas station according to a Poisson process with an average of 30 cars/h. One-third of the customers also want a car wash, that is, for every customer there is a 33.33% chance it needs a car wash.TABLE 6.6 Birth-and-Death Process for
The mean service and arrival rates for a birth-and-death process describing a queuing system with two parallel servers are given in Table 6.6.a. Construct the corresponding rate diagram.b. Develop the balance equations and solve them to determine the stationary probabilities for finding n customers
Consider a birth-and-death process with mean birth and death rates, λn and μn, shown in Table 6.5.a. Construct a rate diagram.b. Calculate the stationary probabilities for finding the process in state n, n = 0, 1, 2, 3, ….c. If a queuing process with two identical servers fits this
A queuing process is modeled as a birth-and-death process with mean arrival ratesλ0 = 2, λ1 = 4, λ2 = 3, λ3 = 1, λn = 0 for n > 3 and mean service rates μ1 = 2, μ2 = 4, μ3 = 1,μ4 = 1, and μn = 0 otherwise.a. Construct a rate diagram.b. Develop the balance equations and solve them to
It has been concluded that a single-server queuing system with exponentially distributed service and interarrival times can be modeled as a birth-and-death process with state-dependent mean service and arrival rates, μn and λn, respectively:μn n n n n n === − =0 0 1 2 3 3 0for 0 1 2 3
A small branch office of a local bank has two tellers for which customers line up in a single queue. The customers are being served on an FCFS basis. It has been determined that the steady-state probability distribution for finding exactly n customers in the system, {Pn, n = 0, 1, 2, …}, is P0 =
Purchasing requests arrive to an agent at a rate of six per day. The time between arrivals is exponentially distributed. The agent typically requires 1 h to process a request. The processing time is also exponentially distributed. Assuming 8 h working daysa. What is the cycle time (the average time
A mechanic, Bob, requires on average 3 h to complete a repair. Furthermore, the repair time closely follows an exponential distribution. Bob realizes that by hiring his nephew Bill as an assistant, he can reduce the average repair time to 2 h. The repair time would still be exponential because the
Demonstrate that each of the following situations can be represented as a basic queuing process by identifying its components. How would you define the corresponding queuing system?a. The checkout stations in a supermarketb. The tollbooth at a road-toll checkpointc. An auto shop or garaged. An
An order fulfillment process has demand for three order types during the next 4 weeks, as shown in Table 5.20. The assignment of activities to workers and processing time for each activity are shown in Table 5.21. All workers have 40 h/week available to work on this process. Use the TOC principles
Use the TOC and the data in Table 5.18 anD 5.19 to determine how many units of each job type should be completed per week in order to maximize profits. Consider that the availability is 5500 min for resource R1, 3000 min for resource R2, and 8000 min for resource R3.
A process-design team is analyzing the capacity of a process. The team has developed the flowchart in Figure 5.17. The numbers between parentheses indicate the processing times in minutes, and the labels above or below each activity indicate the resource type (i.e., R1 = resource 1). The process
A process management team has studied a process and has developed the flowchart in Figure 5.16. The team also has determined that the expected waiting and processing times (in minutes) corresponding to each activity in the process are as shown in Table 5.17.a. Calculate the average CT for this
Consider the business process depicted in Figure 5.14 and the time values (in minutes)in Table 5.15. Use CT efficiency to compare this process with a redesigned version where the rework in activity G has been eliminated and activities D, E, and F have been merged into one with processing time of 10
Three teams (T1, T2, and T3) work in the process depicted in Figure 5.13, where the numbers in each activity indicate processing times in minutes. Calculate the capacity utilization of the process assuming that the throughput is 1 job/h.
Assume that four resource types are needed to perform the activities in the process of Exercises 5.9 and 5.10. The resource type needed by each activity is shown in Table 5.14.a. Considering that there are two units of resource 1, two units of resource 2, three units of resource 3, and three units
Assume that the processing times (in minutes) for the activities in Exercise 5.9 are estimated as shown in Table 5.13. Calculate the CT efficiency.
For the process flowchart in Figure 5.12, where the numbers between parentheses are the estimated activity times (in minutes), calculate the average CT.
For the process in Exercise 5.7, assume that the resources in Table 5.12 are needed in each activity. Also assume that there are two units of R1, three units of R2, two units of R3, and two units of R4.a. Calculate the theoretical process capacity and identify the bottleneck.b. If the actual
Consider the process flowchart in Figure 5.11. The estimated waiting time and processing time for each activity in the process are shown in Table 5.11. All times are given in minutes.a. Calculate the average CT for this process.b. Calculate the CT efficiency.TABLE 5.11 Time Data for Exercise 5.7
The process of designing and implementing a website for commercial use can be described as follows. First, the customer and the web design team have an informational meeting for half a business day. If the first meeting is successful, the customer and the web design team meet again for a full day
In Exercise 5.3, it is mentioned that at any given time, one can find 60 customers in the store. How often can the manager of the store expect that the entire group of 60 customers would be entirely replaced?
A branch office of the University Federal Credit Union processes 3000 loan applications per year. On the average, loan applications are processed in 2 weeks. Assuming 50 weeks/year, how many loan applications can be found in the various stages of processing within the bank at any given time?
A Burger King processes on average 1200 customers/day (over the course of 15 h). At any given time, 60 customers are in the store. Customers may be waiting to place an order, placing an order, waiting for the order to be ready, eating, and so on. What is the average time that a customer spends in
What is the relationship between WIP and the input and output rates over time?
Explain in your own words the different types of flows in a process.
A telecommunications company needs to schedule five repair jobs on a particular day in five locations. The repair times (including processing, transportation, and breaks) for these jobs have been estimated as shown in Table 4.24. Also, the customer service representatives have made due date
Time commitments have been made to process seven jobs on a given day, starting at 9:00 AM. The manager of the process would like to find a processing sequence that minimizes the number of tardy jobs. The processing times and due dates are given in Table 4.23.TABLE 4.21 Data for Exercise 4.15 Job
Consider the jobs in Table 4.22. Use Moore’s algorithm to find the sequence that minimizes the number of tardy jobs. Assume that processing can start at time zero.
Suppose the jobs in Table 4.21 must be processed at a single facility. (All times are given in minutes.) Assume that processing starts after the last job arrives, that is, at time 20. Compare the performance of each of the following scheduling rules according to the average weighted tardiness,
Longform Credit receives an average of 1200 credit applications/day. Longform’s advertising touts its efficiency in responding to all applications within hours. Daily application-processing activities, average times, and required preceding activities(activities that must be completed before the
A business process has a market demand of 35 jobs per day. A working day consists of 490 min, and the process activity times do not exhibit significant amounts of variation.A process management team would like to apply the line-balancing technique to assign activities to workstations. The activity
A process manager wants to assign activities to workstations as efficiently as possible and achieve an hourly output rate of four jobs. The department uses a working time of 56 min/h. Assign the activities shown in Table 4.18(times are in minutes) to workstations using the “most followers”
A process consists of eight activities. The activity times and precedence relationships are given in Table 4.17. The process must be capable of satisfying a market demand of 50 jobs/day in a 400 min working day. Use the longest activity time rule to design a process line. Does the line achieve
Sola Communications has redesigned one of its core business processes. Processing times are not expected to vary significantly, so management wants to use the line-balancing approach to assign activities to workstations. The process has 11 activities, and the market demand is to process 4 jobs per
Modify Ragsdale and Brown spreadsheet model* to solve the line-balancing problem described in Example 4.1.TABLE 4.16 Data for Exercise 4.10 Activity Time (Min) Immediate Predecessor A 70 —B 15 A C 8 —D 32 —E 47 C, D, G F 25 B, E G 61 —H 52 —I 29 G, H J 42 I K 50 F, J
Calculate the efficiency of the line-balancing solution depicted in Figure 4.17.
A scientific journal uses the following process to handle submissions for publication:• The authors send the manuscript to the Journal Editorial Office (JEO).• The JEO sends a letter to the authors to acknowledge receipt of the manuscript.The JEO also sends a copy of the manuscript to the
A firm with four departments has the load matrix shown in Table 4.15 and the current layout shown in Figure 4.22.a. What is the LD score for the current layout? (Assume rectilinear distance.)b. Find a better layout. What is its total LD score?TABLE 4.14 Load Matrix for Exercise 4.5 From\To B C E F
A department within an insurance company is considering the layout for a redesigned process. A computer simulation was built to estimate the traffic from each pair of offices. The load matrix in Table 4.14 summarizes the daily traffic.a. If other factors are equal, which two offices should be
Develop a flowchart for the claims-handling process in Section 1.2.2.

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