11. Rapid expansion of new hub airports such as Istanbul and Dubai needs the passenger services including the process of check-in and baggage drop-off to be monitored closed in terms of performance and time. A recent time-study in an airport shows the following times for each element of the check-in process (before checking the luggage), handled by the check-in personnel: ELEMENT Receive the ticket(s) and passport(s) Check with the system OBSERVATION (SECONDS) 1 2 3 4 56 5 12 9 18 23 3 Issue the boarding pass 7 8 9 10 7 10 11 12 21 19 15 18 18 14 20 19 25 22 Allocate 9 12 25 13 15 12 20 10 11 17 the seats Security 10 11 11 12 10 13 17 9 11 12 checks (questions) 13 15 23 12 9 11 13 12 15 14 PERFORMANCE (RATING %) 100 a. Calculate the normal time for each work element. b. Calculate the standard time, where the allowance is 17% 90 80 110 100