Taylor Naylor staffs the reference desk at the Oolitic Public Library. An average of 4 citizens arrive every hour seeking help from Taylor, following a Poisson distribution. It takes Taylor an average of 12 minutes to resolve each citizen's inquiry, following an exponential distribution. The library is considering automating the reference desk process. They are considering replacing Taylor by purchasing the RefDeskBot 9000 that can respond to each citizen's inquiry in exactly 12 minutes.

a) Please analyze both reference desk service scenarios: one with Taylor Naylor serving the citizens, and one with the RefDeskBot 9000 serving the citizens. Enter the requested performance results of your analysis in the table provided in this worksheet. Note that you are asked to include units of measure (like gallons, or acres, or metric tons) for each measure of performance. Note that you are also requested to provide the key input factors for your analysis of each scenario.

b) According to the performance measures in (a) above, which alternative would you recommend to the library administration, and why? Please enter your explanation in the area provided. Three sentences or less, please.

c) What additional factors must be understood before the library administration can truly make their choice? Please enter your explanation in the area provided. Five sentences or less, please.