3. A recent industry study shows that for every minute a customer waits in the check-in line, it costs the airline $1 per passenger due to loss of goodwill and future customer defections. You are considering adding additional agents to the check-in system (there is physical space for up to 8 agents). (a) Use MS-Excel to lay out a spreadsheet that computes the following 25 missing num- bers: [10 points] Number of Agents (m) 4 5 6 7 8 Avg. agent utilization Avg. no. of customers in the queue (1,) Avg. no. of customers in the system (I) Avg. time in the queue (7,; minutes) Avg. flow time (7; minutes Probability of 5 or more customers in line 76% 13% 3% -% Probability of at least 5-minute wait 60% 2% 0% (The last two lines have been completed for you using mathematics not available in your textbook.) (b) The total hourly cost of an agent (salary + benefits + computer equipment) is $100 per agent per hour. Based on the information presented here, what is your recommendation of the "optimal staffing level," that is, the number of agents staffed during this peak time? Justify your answer. (Hint: Your answer may be based on a financial argument or a performance argument-I will accept either.) [10 points]Question 1 (20 multiple choice) 1. Operations management can be described as the control of processes that creates services and products A True B False 2. Supply Chain Management can be described as the synchronisation of a firm's processes with its' suppliers A True B False 3. 'SPC' stands for: A Statistical processing computer B Statistical process control 4. Productivity can be determined as Output divided by Input A True B False 5. In project management, a 'Pure Project" organisational structure is characterised as having: A Both vertical and horizontal lines of reporting B A dedicated team for a single project 6. Which one of the following is considered a cost of quality? A Penalty costs B Direct costs C Internal failure costs 7. In lean systems, VSM stands for: A Value sourced material B Value stream manufacturing C Value Stream MappingQuestion 1 (20 multiple choice) 1. Operations management can be described as the control of processes that creates services and products A True B False 2. Supply Chain Management can be described as the synchronisation of a firm's processes with its' suppliers A True B False 3. 'SPC' stands for: A Statistical processing computer B Statistical process control 4. Productivity can be determined as Output divided by Input A True B False 5. In project management, a 'Pure Project" organisational structure is characterised as having: A Both vertical and horizontal lines of reporting B A dedicated team for a single project 6. Which one of the following is considered a cost of quality? A Penalty costs B Direct costs C Internal failure costs 7. In lean systems, VSM stands for: A Value sourced material B Value stream manufacturing C Value Stream Mapping14. Briefly discuss THREE (3) functions of inventory management 15. If 100 units of X are needed in week 10, develop a planning schedule showing when 3 each item should be ordered and in what quantity (using template as below) X LT : 1 5 6 8 9 Y LT : 2 10 Z LT : 3 A LT : 4 B LT : 5 C LT : 6 *LT: Lead Time 16. Product X is made of two units of Y and three units of Z. Y is made of one unit of A and two units of B. Z is made of two units of A and four units of C. Lead time for X is one week; Y is two weeks; Z is three weeks; A is two weeks; B is one weeks; and C is three weeks. Draw a product structure to show the material requirement planning for product X. 17. Outline FIVE (5) roles of project manager. 18. Define inventory management 19. Ray's Satellite Emporium wishes to determine the best order size its best-selling plate, model TS111. Ray has estimated the annual demand for this model at 1,000 units. His cost to carry one unit is RM1.25 per unit per year and he has estimated that each order cost RM5 to place. Ray's Satellite Emporium operates business 365 days per year and finds that deliveries from his dealer generally take 5 working days. i. What is the economic order quantity (EOQ)? iL. How many orders would he made each year? ill. What is the time between order? iv. Based on the case above explain to Ray how to minimize the cost. V. Based on the case above explain to Ray how to minimize the cost. 20. Define Material Requirement Planning (MRP) and identify FOUR (4) benefits of it. 21. Analyse TWO (2) components of Material Requirement Planning. 22. The following is a list of components required to produce one unit of end item P: P: 2 A's, 3 B's, 3 C's A: 5 M's, 2 R's B: 1 D, 3 N's C: 1 T, 4 N's M: 1N Determine the number of N's that will be needed to make 60 P's in each of these cases: i. Draw product structure tree. ii. There are currently 10 P's on hand. 23. State any FIVE (5) Deming's 14 Points for implementing quality improvement.