Narrative The customer acquisition process at ELC begins with receiving information from potential customers. The information is first logged on the CRM system by a clerk, which takes 5 minutes. The VP of Marketing then takes 10 minutes to decide and label the potential customer as viable or undetermined in the system. About 30% of the potential customers are viable, and the remaining undetermined. Viable customers are referred to the sales department with three sales representatives (Sales Reps). Each Sales Rep takes 35 minutes to contact viable customer, gather additional information and enter this information into the system. VP of Marketing then schedules a product demonstration at the company. This activity takes 2 minutes. Undetermined customers are assigned to two marketing representatives (Marketing Reps), who take 30 minutes to contact the potential customer to determine the status. About 50% of undetermined customers are typically found to be prospects. The remaining customers are labeled non viable. In a typical day, 10 potential customers arrive each hour. NOTE: A model has to just represent what is stated in the description. Please do not make any assumptions regarding extra steps for 'prospects' or other entities/resources/activities.

1. DRAW the PROCESS

2. Manually calculate the capacities for each resource

3. Is there a bottleneck in the process? Explain.

4.Manually calculate the cycle times of viable, non-viable and potential customers.