Please write the steps that led you to your answer in detail.

Q1

This mini-case is based on APPRENTICE season Three, Episode One. In the episode, two teams compete to promote the new Burger King Triple Cheese Burger (TCB). The objective is to sell as many TCBs as possible. However, both teams still need to serve customers who order the ordinary burgers (OB), though the profits of OB sales are not counted for their competition. The two teams are Team Magna (Booksmarts), consisting of ten members with college degrees, and Team Networth (Streetsmarts), consisting of ten high-schoolers. The result of the competition is that Team Magna lost to Team Net worth.

analyze Magnas operations to see what went wrong. The diagram below shows Magnas process flows and staffing of Burger Kings indoor operations.

Team Leader (Todd) assigned roles as follows. When multiple members are assigned to the same task, they work in parallel.

• 2 members as outdoor performers attracting more customers to enter the restaurant,
• 2 members as order receivers (operating separate cash registers), 4 as cooks (1 for TCB and 3 for OB), and
• 1 as packager.
• Todd himself works as team coordinator without operating any specific jobs.

It takes an order receiver 1 minute to introduce TCB to a customer and 1 minute to process the order, no matter whether a customer chooses TCB or OB. Cooking a TCB takes one member 3 minutes, while cooking an OB only takes one member 2.5 minutes. The capacity of the packager is 150 burgers (either kind) per hour. The restaurant operates 4 hours on that day (from 11:00am to 3:00 pm). The two performers outdoor marketing effort attracts customers who enter the store. The table below shows the different hourly demand rates.

Time Slots	11am-Noon	Noon-1pm	1pm-3pm
Demand Rates WITHOUT outdoor marketing	72	108	44
Demand Rates WITH 2 members outdoor marketing	80	120	50

Once entered the Burger King restaurant, customers wait in the line before they reach the order receiver. After their orders are taken, customers leave the line and wait in the seats. If a customer finds, upon entering the store, that there are 20 or more customers in line waiting to reach the order receivers (the number 20 does not include the customers who finished ordering and are waiting in the seats), the customer leaves and doesnt return.

Assume also:

• 1/4 of the customers choose TCB, the rest choose OB.
• Customers arrive at a deterministic rate during each time period listed in Table A.
• Each customer orders exactly one burger, either a TCB or an OB. All burgers (OB and TCB) are made to order to guarantee freshness.

now,

Team member Kendra does not agree with Todds arrangement. She proposes the following:

1. Todd joins the order receiving team, and is devoted to taking TCB orders. Customers form a line before him, which is called TCB exclusive line. The other two order receivers take only OB orders then.
2. Stop the outdoor performances and reassign those two members to indoor service. They stand at the entrance of the store, introduce TCB to each customer entering the store, and direct them to join one of the different queues (TCB queue or OB queues). Todd and the other two order receivers then only receive the orders, since TCB intros are already done.

Suppose introduction of TCB to one customer still takes one member 1 minute and order receiving takes 1 minute as usual. Again, if a customer finds, upon entering the store, that the total number of customers in line (the sum of two lines) waiting to reach the order receivers is 20 or more, the customer leaves and doesn't return.

I suggest that you first draw the process flow diagram for this revised process, and then start the analysis.

If Kendras proposal is adopted, fill in the flow rate (in burgers/hour) for the process during different time intervals in the following table. Please fill integer numbers in to the blank.

(A)

	11am-Noon	Noon-1pm
Flow rate of TCB	[ ____________ ]	[ ____________ ]
Flow rate of OB	[ ____________ ]	[ ____________ ]

(b)

If Kendras proposal is adopted, how many TCBs will Magna sell from 11am to 3pm?

Answer : __________________________

(C)

If Kendras proposal is adopted, what is the total waiting time (in customerhour) for all the customers who order TCB?

Answer : __________________________

Cooking TCBs TCB Orders (customers) in lines TCB Introduction & Order Receiving (1 member) Packaging (1 member) (2 members) Cooking OBS OB (3 members)