Scenario 1 CoffeeVille has recently begun a delivery service for food and drink orders to locations within a three-kilometre radius of the store. CoffeeVille has advertised this service with the promise that 'you will receive your coffee hot within 30 minutes of your order or your money back!' This service operates as follows: Cashier Michael Roux receives an alert on his phone (via the CoffeeVille app) when a new delivery order is received. Barista Oliver Chan prepares the order. Ann Frye delivers the order by motorbike. Data for the first four months of this service (as well as targets set by CoffeeVille's owners) is provided below: April May June July Actual total deliveries 12 17 22 18 Benchmark total deliveries 20 25 30 30 Actual % deliveries on time 82% 78% 83% 75% Benchmark % deliveries on time 95% 95% 95% 95%