$1.$ It usually took two days for a technician to contact the customer to arrange an initial visit. In

comparison, competitors responded within one day.

$2.$ During the initial visit, the technician seemed tired and disinterested. Usually, the technician

spent on average $15$ minutes to complete an investigation. At the end of the visit, the

technician filled out a form where the quote and the nature of the issue and repair were

written down. The quote offered did not have a cost breakdown.

$3.$ The wait time for the service visit took on average three weeks. In comparison, ABC$$s

competitor completed a service visit within two weeks.

$4.$ When the technician arrived during the service visit, the technician seemed unprepared.

Often the technician forgot parts or equipment, which had to be fetched from the van parked

outside of the customer$$s house. The cost for most service visits was at least $30\%$ higher than

what was quoted earlier.

$5.$ The technicians who completed service visits, however, pointed out that the work order given

to them lacks details of the issues. They did their best to prepare for each visit.

$6.$ Technicians were paid by the time spent on services $($e$.$g$.,$ maintenance, quote$)$

$7.$ ABC office staff indicated the old$-$fashioned way of doing things in the company. In

particular, the company still relied on paper and pencil to keep track of customer requests,

technician$$s schedules, initial visits, service visits, and payments. As a result, the information

was often incorrect. For example, the staff thought a technician was open, but it turned out

to be incorrect. Eighty percent of the time, the staff needed to contact another technician.

$8.$ The quote and issues handwritten by the technician in the quote form was not always easy to

read, causing difficulties for the staff to transfer the information to a service order.

$9.$ The technicians felt that they were overworked. Due to a high demand for their expertise,

they were on the road all the time. They felt that their time was wasted on travelling from

one customer to another.

$10.$ The quote acceptance rate is $25\%.$The process analyst also measured the following activities.Task $3$: Calculate cycle time and cycle time efficiency. $(10$ points$)$

Show calculation steps for full marks. Assume all employees work $7\mathrm{.}5$ hours per day, and $5$

days per week.