1

!"#$% '($) * +,-.%/ 0 1./23",#2

4%/$2/ 2.5)"3 6,.7 $#28/72 9"$ 3:/ +,-.%/ 0 8/5 ;,7) ,# 3:/ <,.72/7$ 2"3/=

1om Cplm

1he followlng slLuaLlon refers Lo 1om Cplm, a flrsL-year M8A sLudenL. ln order Lo pay Lhe renL,
1om decldes Lo Lake a [ob ln Lhe compuLer deparLmenL of a local deparLmenL sLore. Pls only
responslblllLy ls Lo answer Lelephone calls Lo Lhe deparLmenL, mosL of whlch are lnqulrles abouL
sLore hours and producL avallablllLy. As 1om ls Lhe only person answerlng calls, Lhe manager of
Lhe sLore ls concerned abouL queulng problems.

CurrenLly, Lhe compuLer deparLmenL recelves an average of one call every 3 mlnuLes,
wlLh a sLandard devlaLlon ln Lhls lnLerarrlval Llme of 3 mlnuLes. 1om requlres an average of 2
mlnuLes Lo handle a call. 1he sLandard devlaLlon ln Lhls acLlvlLy Llme ls 1 mlnuLe.

1he Lelephone company charges $3.00 per hour for Lhe Lelephone llnes whenever Lhey
are ln use (elLher whlle a cusLomer ls ln conversaLlon wlLh 1om or whlle walLlng Lo be
helped). Assume LhaL Lhere are no llmlLs on Lhe number of cusLomers LhaL can be on hold and
LhaL cusLomers do noL hang up even lf forced Lo walL a long Llme.

>?@= lor one of hls courses, 1om has Lo read a book ( !"# %&'#( by L. Sllvermouse). Pe can
read 1 page per mlnuLe. 1om's boss has agreed LhaL 1om could use hls ldle Llme for
sLudylng, as long as he drops Lhe book as soon as a call comes ln. Pow many pages can
1om read durlng an 8-hour shlfL?

>?A= Pow long does a cusLomer have Lo walL, on average, before Lalklng Lo 1om?

>?B= WhaL ls Lhe average LoLal cosL of Lelephone llnes over an 8-hour shlfL? noLe LhaL Lhe
deparLmenL sLore ls bllled whenever a llne ls ln use, lncludlng when a llne ls used Lo puL
cusLomers on hold.


hllly 8arber Shops

newL hllly needs Lo declde where Lo geL a halrcuL. Pe has narrowed Lhe cholce down Lo Lwo
local halr salons - Large Palr Salon (LPS) and Small Palr CuLLers (SPC).

uurlng busy perlods, a new cusLomer walks lnLo LPS every 13 mlnuLes (wlLh a sLandard
devlaLlon of 13 mlnuLes). AL SPC, a cusLomer walks ln every hour (wlLh a sLandard devlaLlon of
1 hour). LPS has a sLaff of 4 barbers, whlle SPC has 1 barber. A Lyplcal servlce Llme aL elLher
salon lasLs 30 mlnuLes (wlLh a sLandard devlaLlon of 30 mlnuLes).
2

4CD@= lf newL walks lnLo LPS durlng a busy perlod, how long musL he walL ln llne before he can
see a barber? (Cnly lnclude Lhe walLlng Llme, noL any servlce Llme)

4CDA= lf newL goes Lo SPC, how long musL he walL ln llne before hls halrcuL sLarLs?

4CDB= Assume LhaL lL Lakes newL 10 mlnuLes Lo leave work and walk Lo LPS and 10 mlnuLes Lo
walk back (l.e. each way of Lhe walk Lakes 10 mlnuLes). Pow long wlll he need Lo leave work for
Lo geL a halrcuL aL LPS?

4CD0= LPS wlll buy ouL SPC. LPS wlll Lhen close SPC's operaLlons and serve all cusLomers,
lncludlng exlsLlng SPC cusLomers, aL Lhe LPS locaLlon only. Assumlng LhaL Lhe prevlous Lrafflc of
SPC cusLomers now flows Lo Lhe LPS locaLlon, whaL ls Lhe new lnLer-arrlval Llme aL LPS?

4CDE= 1o accommodaLe Lhe new flow raLe, LPS now sLaffs one addlLlonal barber (Lo lncrease
Lhe headcounL Lo 3). WhaL ls Lhe new walLlng Llme aL LPS? (Assume LhaL Lhe coefflclenL of
varlaLlon of cusLomer lnLer-arrlval Llmes ls 1.)


PosplLal 1rauma 8ays

1he local hosplLal's emergency deparLmenL has 6 Lrauma bays. Cn average, paLlenLs requlrlng a
Lrauma bay arrlve every 30 mlnuLes (wlLh a coefflclenL of varlaLlon of 1, no seasonallLy exlsLs). lf
Lhe hosplLal has an avallable Lrauma bay, lL ls lmmedlaLely allocaLed Lo a needy paLlenL. lf Lhere
are no Lrauma bays avallable, Lhe paLlenL ls senL Lo anoLher hosplLal. Cn average, a paLlenL's
lengLh of sLay ln a Lrauma bay ls 1.3 hours (wlLh a sLandard devlaLlon of 1.3 hours). 1he
hosplLal's emergency deparLmenL operaLes 24 hours a day.

F>C@= WhaL percenLage of Lhe paLlenLs requlrlng Lrauma bays end up belng senL Lo anoLher
hosplLal? lease wrlLe your answer ln declmal form (e.g. 0.13" for 13)

F>CA= Cn average, how many paLlenLs are LreaLed ln Lhe Lrauma bays on a 24-hour day? ?our
answer does noL have Lo be an lnLeger.

F>CB= 1he hosplLal updaLed Lhe operaLlng procedures for lLs sLaff. 1hls led Lo a reducLlon ln Lhe
mean Lo 1 hour and a reducLlon ln Lhe coefflclenL of varlaLlon of Lhe lengLh of sLay ln a Lrauma
bay from 1.3 Lo 1.23. Pow wlll Lhls Lralnlng program affecL Lhe number of paLlenLs who have
lmmedlaLe access Lo a Lrauma bay?

a. no change
3
b. More paLlenLs wlll have lmmedlaLe access Lo a Lrauma bay
c. lewer paLlenLs wlll have lmmedlaLe access Lo a Lrauma bay

F>C0= new sLaLe regulaLlons requlre LhaL every emergency deparLmenL be able Lo
accommodaLe aL leasL 90 of all paLlenLs needlng a Lrauma bay wlLhouL any walLlng. WhaL ls
Lhe mlnlmum number of Lrauma bays necessary Lo meeL Lhls requlremenL? (Assume LhaL Lhe
Llme spenL ln Lhe Lrauma bay cannoL be changed)


1o-uo LlsL

?ou have currenLly 7 lLems on your Lo-do" llsL. 8elow are Lhe lLems and Lhe esLlmaLed Llmes Lo
compleLe Lhem:

8esLrlng your snow shoes so you can geL Lo class - 120 mlnuLes
1ake a nap - 100 mlnuLes
Work on a homework asslgnmenL - 80 mlnuLes
updaLe your lacebook accounL - 60 mlnuLes
Call your moLher - 30 mlnuLes
LaL some food - 20 mlnuLes
Call a frlend Lo dlscuss weekend plans - 10 mlnuLes

>GH@= Suppose you sLarL lmmedlaLely wlLh your Lasks, no oLher Lasks geL added Lo your Lo-do
llsL Loday, and you sequence Lhem so as Lo mlnlmlze Lhe average Llme Lhe Lasks walL before you
sLarL Lhem. WhaL wlll you be dolng ln 190 mlnuLes from Lhe Llme LhaL you sLarL?

a. Snow shoes
b. nap
c. Pomework
d. lacebook
e. MoLher
f. lood
g. lrlend


?ournurse

IJ@= ?ournurse (?n) lnc uses cerLlfled nurses Lo answer medlcal querles from cusLomers over
Lhe phone. When paLlenLs call lnLo ?n Lhey are flrsL asked Lo provlde Lhelr zlp code, whlch Lhen
4
allows ?n Lo rouLe Lhelr call Lo Lhe call cenLer nearesL Lo Lhe paLlenL (Lhey operaLe 10 cenLers
across Lhe counLry). Whlch slngle suggesLlon ln Lhe followlng llsL (and explanaLlon) ls mosL
llkely Lo reduce Lhe average Llme callers walL before speaklng wlLh a nurse?

a) 8un an adverLlslng campalgn Lo lncrease demand and Lo beLLer uLlllze Lhelr nurses.
b) 1raln Lhelr nurses so LhaL Lhey spend more Llme answerlng Lhe paLlenLs' quesLlons.
c) lnsLead of uslng callers' zlp codes, rouLe calls Lo Lhe call cenLer wlLh Lhe fewesL callers Lo
help prevenL slLuaLlons ln whlch Lhere are ldle nurses aL Lhe same Llme LhaL Lhere are
callers on hold.
d) lay a recordlng of useful medlcal lnformaLlon whlle callers are on hold so as Lo
decrease Lhelr percepLlon of how long Lhey are walLlng.
e) none of Lhe above