please write in typing

Unit 6 +9: Service Process Q1. Short Answers 1. What is the service package of your college or university? 2. Some suggest that customer expectation is the key to service success. Give an example from your own experience to support or refute this assertion. 3. Why should a manager of a bank home office be evaluated differently than a manager of a bank branch? Q2. 1. If the average time between customer arrivals is 8 minutes, what is the hourly arrival rate? 2. How much time on average would a server need to spend on a customer to achieve a service rate of 20 customers per hour? Q3. Students arrive at the Administrative Services Office at an average of one every 15 minutes, and their requests take on average 10 minutes to be processed. The service counter is staffed by only one clerk, Judy Gumshoes, who works eight hours per day. Assume Poisson arrivals and exponential service times. a. What percentage of time is Judy idle? b. How much time, on average, does a student spend waiting in line? c. How long is the (waiting) line on average