1. Draw a process flow diagram, and identify the bottleneck operation.

2. Calculate the expected waiting time in the order-preparation queue using queuing formula I.8 found in Appendix D. Compare this value with your simulation result and comment on any difference.

3. Use the Service Model computer simulation software and the Pronto.pkg file to determine the number of drivers that minimizes the total cost of salaries and guarantee discounts.

4. Based on your simulation recommended staffing level, what is the probability of paying off on the guarantee?

5. What do you think of this service guarantee policy?

6. What other design and/or operating suggestions could improve Pronto Pizza’s performance and customer service?