Activity 1: Answer customer call and record key information. (4 minutes/loan application), Activity 2: Gather and format the information (obtain credit scores, organize customer specific needs) for analysis (5 minutes / loan application), Activity 3: Analyze the information: Check the credit worthiness and decide loan amount and APR to offer. (7 minutes/loan application), Activity 4: Collect social media information about the customer and feed this information into a proprietary machine learning system (4 minutes / loan application) Activity 5: Perform final checks on loan offer (2 minutes / loan application), Activity 6: Call customer back with the new loan offer and close or inform about the rejection decision. (5 minutes / loan application). All six activities need to be carried out, independent of the customer's loan application being accepted or not. The whole process is conducted by four associates. Associate 1 performs activity 1 and 2 Associate 2 performs activity 3 Associate 3 performs activity 4 and 5 Associate 4 performs activity 6 What is the average labor utilization