1. The university's Information Technology (IT) support department employs a number of representatives who provide answers or solutions to problems encountered by users (students, staff or faculty) when interfacing with the school's various information systems.

When a user encounters a problem, he or she is asked to document the issue and submit a "ticket" to IT support explaining the problem. The ticket is routed to a representative who analyzes the problem, proposes a solution to the user and closes the ticket.

Assume that service reps receive a base salary and a year-end bonus based on their personal productivity (the number of tickets they closed during the year). The rep with the highest productivity receives the biggest bonus, the rep with the 2nd highest productivity receives the 2nd biggest bonus, and so on.

Explain why this reward method may made an unfair evaluation of a sales rep's performance.

2.

- Explain the difference between design capacity and actual capacity.

- What is a bottleneck?

- Differentiate between utilization rate and efficiency rate.