Patients arrive at a local urgent care center. Upon entering the center, there is one front desk clerk processing arrivals. She earns $15 per hour. Assume patients arrive at the urgent center at an average rate of 4 per hour according to a Poison distribution. The front desk clerk must process each patient by obtaining their demographic information, insurance, reason for the visit, and co-pay. This takes an average of twelve minutes (according to an exponential distribution) for each arriving patient. Once the patient is checked-in, they can move into the waiting room area.

1. What is the average number of patients waiting to check-in at the front desk?
2. What is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room?
3. What is the probability that a patient arrives and gets checked-in immediately?

Many patients have posted negative reviews regarding this urgent center given the excessive wait just to be processed. The manager has two different ideas on how to improve customer service:

IDEA 1: Instead of a front desk clerk, invest in a self-service kiosk where customers can process their own arrival. Since the process would be automated, the check-in time would be a fixed amount of time. Each patient check-in would now require EXACTLY twelve minutes.

1. With IDEA 1, what is the average number of patients waiting for the self-service kiosk to check-in?
2. With IDEA 1, what is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room?

IDEA 2: Instead of the self-service kiosk, hire an additional front desk clerk to process check-ins. The second clerk is paid at the same hourly rate and would also process a check-in with an average of twelve minutes (according to an exponential distribution).

All patients would wait on a single line and then go to the next available clerk to process.

1. IDEA: With two front desk clerks, what is the average number of patients waiting for check-in?
2. IDEA2: With two front desk clerks, what is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room?
3. IDEA2: Studies show that there is a goodwill cost of $20 per hour for patients waiting to check in. Is it economical to hire the second clerk, show your cost analysis table and write your recommendation.

HINT: Reference the QueuingModels.xls spreadsheet for calculations. For each part and write the parameter or performance measure that you referencing (eg. lamba =75/hour OR Ls= 6 students). You can either type your responses here (and copy your table for the cost analysis) or you choose to do all of your work in your Excel file by creating a new worksheet named PROBLEM2. You will upload your final Excel file in Problem 4

PLEASE ONLY USE EXCEL AND SHOW STEPS ON EXCEL

Patients arrive at a local urgent care center. Upon entering the center, there is one front desk clerk processing arrivals. She earns $15 per hour. Assume patients arrive at the urgent center at an average rate of 4 per hour according to a Poisson distribution. The front desk clerk must process each patient by obtaining their demographic information, insurance, reason for the visit, and co-pay. This takes an average of twelve minutes (according to an exponential distribution) for each arriving patient. Once the patient is checked-in, they can move into the waiting room area. A. What is the average number of patients waiting to check-in at the front desk? B. What is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room? C. What is the probability that a patient arrives and gets checked-in immediately? Many patients have posted negative reviews regarding this urgent center given the excessive wait just to be processed. The manager has two different ideas on how to improve customer service: IDEA 1: Instead of a front desk clerk, invest in a self-service kiosk where customers can process their own arrival. Since the process would be automated, the check-in time would be a fixed amount of time. Each patient check-in would now require EXACTLY twelve minutes. D. With IDEA 1, what is the average number of patients waiting for the self-service kiosk to check-in? E. With IDEA 1, what is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room? IDEA 2: Instead of the self-service kiosk, hire an additional front desk clerk to process IDEA 2: Instead of the self-service kiosk, hire an additional front desk clerk to process check-ins. The second clerk is paid at the same hourly rate and would also process a check-in with an average of twelve minutes (according to an exponential distribution). All patients would wait on a single line and then go to the next available clerk to process. F. IDEA2: With two front desk clerks, what is the average number of patients waiting for check-in? G. IDEA2: With two front desk clerks, what is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room? H. IDEA2: Studies show that there is a goodwill cost of $20 per hour for patients waiting to check in. Is it economical to hire the second clerk, show your cost analysis table and write your recommendation. HINT: Reference the QueuingModels.xls spreadsheet for calculations. For each part and write the parameter or performance measure that you referencing (eg. lamba =75/ hour ORLs=6 students). You can either type your responses here (and copy your table for the cost analysis) or you choose to do all of your work in your Excel file by creating a new worksheet named PROBLEM2. You will upload your final Excel file in Problem 4. Patients arrive at a local urgent care center. Upon entering the center, there is one front desk clerk processing arrivals. She earns $15 per hour. Assume patients arrive at the urgent center at an average rate of 4 per hour according to a Poisson distribution. The front desk clerk must process each patient by obtaining their demographic information, insurance, reason for the visit, and co-pay. This takes an average of twelve minutes (according to an exponential distribution) for each arriving patient. Once the patient is checked-in, they can move into the waiting room area. A. What is the average number of patients waiting to check-in at the front desk? B. What is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room? C. What is the probability that a patient arrives and gets checked-in immediately? Many patients have posted negative reviews regarding this urgent center given the excessive wait just to be processed. The manager has two different ideas on how to improve customer service: IDEA 1: Instead of a front desk clerk, invest in a self-service kiosk where customers can process their own arrival. Since the process would be automated, the check-in time would be a fixed amount of time. Each patient check-in would now require EXACTLY twelve minutes. D. With IDEA 1, what is the average number of patients waiting for the self-service kiosk to check-in? E. With IDEA 1, what is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room? IDEA 2: Instead of the self-service kiosk, hire an additional front desk clerk to process IDEA 2: Instead of the self-service kiosk, hire an additional front desk clerk to process check-ins. The second clerk is paid at the same hourly rate and would also process a check-in with an average of twelve minutes (according to an exponential distribution). All patients would wait on a single line and then go to the next available clerk to process. F. IDEA2: With two front desk clerks, what is the average number of patients waiting for check-in? G. IDEA2: With two front desk clerks, what is the average time a patient spends at the check-in (on line and being processed) before moving to the waiting room? H. IDEA2: Studies show that there is a goodwill cost of $20 per hour for patients waiting to check in. Is it economical to hire the second clerk, show your cost analysis table and write your recommendation. HINT: Reference the QueuingModels.xls spreadsheet for calculations. For each part and write the parameter or performance measure that you referencing (eg. lamba =75/ hour ORLs=6 students). You can either type your responses here (and copy your table for the cost analysis) or you choose to do all of your work in your Excel file by creating a new worksheet named PROBLEM2. You will upload your final Excel file in Problem 4