CASE STUDY A The Postmaster General is concerned about the quality of customer service and this has become a serious issue as modern technology has developed many alternatives to the postal service. The terms below are concepts associated with Que discipline. Explain each of the concepts to the Postmaster General using examples to illustrate your answer where appropriate (23 marks) a. First come First Served (FCFS) b. Last in first out (LIFO) c. Service in random order (SIRO) d. Balking c. Renedging f. Priority in the Waiting Line The Postmaster General has been receiving complaints from customers about the long waiting times they experience when they visit the small rural postal agency in the town of Wait-a-Bit, in the Blue Mountain Valley. The Postmaster General is considering hiring an additional employee, but before he does so he wants to determine the efficiency of the postal agency. Assume that the postal agency is frequented by customers at the rate of is per hour. The post office has a single employee who typically processes each customer's request at an average rate of 3 minutes per transaction. Assume that arrival rate follows a Poisson distribution and service time follows an exponential distribution To determine the efficiency of operations, the Postmaster General wishes to examine several queue operating characteristics. a. What is the utilization rate of this service system? (3 marks) b. What is the average number of customers in line? (3 marks) c. What is the average time that each customer spends in the queue? (3 marks) d. What is the average time that each customer spends in the queue and being serviced? (3 marks) c. What is the probability that the post office employee will be idle? (3 marks) f. What is the average number of customers in the postal agency? (3 marks) g. What is the probability of two (2) or more customers are in the system? (4 marks)