Practical Management Science
6th Edition
ISBN: 9781337406659
Author: WINSTON, Wayne L.
Publisher: Cengage,
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A medical equipment testing and calibration service is shown below. The customer usually brings the equipment to the service center. The service process requires service technicians to perform three process steps #1 to #3. Each technician is cross-trained so they can perform any of the three steps. The inspector does step #4 alone. After step #4, two parallel work activities are performed. That is, a shipping clerk packs the work (step #7), while simultaneously, a billing clerk prepares the invoice (step #5), and the customer is contacted by phone for pick-up (step #6). The average throughput is three equipment units per hour.
The table below shows the work content of the process steps, activity times in minutes per unit, shared and non-shared work activities, and the type of resource required. There are three service technicians on duty, one inspector, one billing clerk, and one shipping clerk.
| Activity Time | Activity | |
| Activity | (minutes) | Performed By |
| Start | - | |
| 1 | 7 | Service technician |
| 2 | 17 | Service technician |
| 3 | 26 | Service technician |
| 4 | 15 | Inspector |
| 5 | 3 | Billing clerk |
| 6 | 7 | Billing clerk |
| 7 | 25 | Shipping clerk |
| End | - |
Round your answers to the nearest whole number.
-
What is the service rate for the service technician?
minutes/unit
-
What is the labor utilization rate (%) for the billing clerk?
%
-
What is the labor utilization rate (%) for the service technician?
%
-
Calculate the labor utilization rates (%) for the inspector and the shipping clerk.
Inspector utilization: %
Shipping clerk utilization: %
What job represents the bottleneck in this process?
The job is the bottleneck.
Transcribed Image Text:**Labor Utilization Rate Assessment**
**b. Billing Clerk Utilization:**
- Calculate the labor utilization rate (%) for the billing clerk.
- Input your answer in the text box provided.
**c. Service Technician Utilization:**
- Calculate the labor utilization rate (%) for the service technician.
- Input your answer in the text box provided.
**d. Inspector and Shipping Clerk Utilization:**
- Calculate the labor utilization rates (%) for the following roles:
- Inspector Utilization: Input your answer in the text box provided.
- Shipping Clerk Utilization: Input your answer in the text box provided.
**Identifying the Bottleneck:**
- Determine which job represents the bottleneck in this process.
- Use the dropdown menu to select the job you believe is the bottleneck.
Transcribed Image Text:### Medical Equipment Testing and Calibration Process
**Overview:**
A medical equipment testing and calibration service process involves several steps carried out by different personnel at a service center. The process includes handling by service technicians, an inspector, billing and shipping clerks, and coordination with the customer for equipment pickup.
**Process Flow:**
1. **Start:** The customer brings the equipment to the center.
2. **Steps 1-3:** Performed by service technicians who are cross-trained and can execute these steps interchangeably:
- **Step 1:** Takes 7 minutes.
- **Step 2:** Takes 17 minutes.
- **Step 3:** Takes 26 minutes.
3. **Step 4:** An inspector conducts this step alone, taking 15 minutes.
4. **Parallel Activities (Steps 5, 6, and 7):**
- **Step 5:** Billing clerk prepares the invoice (3 minutes).
- **Step 6:** Customer is contacted for pick-up (7 minutes).
- **Step 7:** Shipping clerk packs the equipment (25 minutes).
**Average Throughput:**
The process handles three equipment units per hour.
**Diagram Explanation:**
The diagram illustrates the sequential and parallel flow of activities from start to end. After initial processing steps (1-3), the path splits into parallel activities (5, 6, and 7) post-inspection in step 4.
**Resource Allocation:**
- **Service Technicians:** 3 technicians for steps 1-3.
- **Inspector:** 1 inspector for step 4.
- **Billing Clerk:** 1 clerk for steps 5 and 6.
- **Shipping Clerk:** 1 clerk for step 7.
**Table of Activities:**
| Activity | Activity Time (minutes) | Activity Performed By |
|----------|-------------------------|------------------------|
| Start | - | |
| 1 | 7 | Service technician |
| 2 | 17 | Service technician |
| 3 | 26 | Service technician |
| 4 | 15 | Inspector |
| 5 | 3 | Billing clerk |
| 6 | 7 | Billing clerk |
| 7 | 25 | Shipping clerk |
| End | - | |
**Calculation Task:**
-
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