A customer service department has the following resolution response time data:

	Average Response Time
First contact	0.25	hr.
Service scheduling	0.50	hr.
Wait for service	24.00	hrs.
Service	1.50	hrs.
Total resolution time	26.25	hrs.

What is the value-added ratio (rounded to one decimal place) in this process?

a. 91.4%

b. 28.6%

c. 5.7%

d. 8.6%