Problem $4$

Consider a T$-$Mobile kiosk in a mall. Customers come in with various needs, mostly for a

new phone, but also for billing questions, bill payment, phone problems, and for accessories.

Last Month, on average, $63$ customers stopped by the kiosk per day and were served.

They are open from $11$:$00$ in the morning to $7$:$00$ at night.

The average time to serve a customer was $12\mathrm{.}5$ minutes of one employee's time.

To keep it simple, assume that they have $2$ employees in the kiosk at all times.

They also tracked that on average, a customer waits $3\mathrm{.}8$ minutes before being helped by an employee.

Sometimes there are mistakes made in setting up a new phone, or an item is out of stock, or some

other problem occurs. We will call that a "defect" in the service process and that happened

on average, $1\mathrm{.}6$ times per day.

Record or compute the numbers for the company's dash board.

Each employee does $1\mathrm{.}1$ hours of non$-$customer work each day.

Service KPIs Customer Experience

Customers served $63$ day total Throughput time $12\mathrm{.}5$ minutes

Average service time $12\mathrm{.}5$ minutes Wait time $3\mathrm{.}8$ minutes

Capacity per server $7\mathrm{.}875$ customers$/$hr $\%$ time spent waiting

Actual service rate$/$server customers$/$hr Number experiencing an error customers$/$day

Non$-$customer work hrs$/$ employee $\%$ experiencing an error

Employee idle time $\%$