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18. Johnson Sealers (JS) is a large firm specialized in basement waterproofing. When a customer contacts JS, the firm sends one of its 12 advisors to customer lo- cation to evaluate the project and to provide a quota- tion about the cost of the project. It takes an advisor about three hours to go to the customer's location, eval- uate the project and provide the initial quote and write a contract for the customer to sign (assume exponen- tially distributed time). Data shows that only 20 percent of the customers sign the contract. After a contract is signed, the customer must wait until JS sends one of its 3 teams of technicians to customer's site to start the project. It takes an average of 20 hours for the team to finish the project. Both advisors and technicians work from 8:00am to 5:00pm. JS receives about 3 calls per hour from its customers during 8:00am to 5:00pm according to a Poisson process requesting to make an appointment with JS's advisors. a. After requesting an appointment, how long, on average, a customer must wait to meet with a JS advisor? b. What is the average time between when a cus- tomer signs a contract, until JS sends one of its 3 teams to work on customer's project