The following table provides data for the customer service department of a major credit card company.On average, each customer representative spends 4 minutes on the phone with each customer.Because of the demand variability during the day, the supervisor adjusts the numbers of representatives on duty several times a day.Customers seem to complain when they must wait more than four minutes.Management therefore has decided to avoid waits over four minutes.

Hour Ending

Representatives

Customers

Average Wait

12:00pm

13

92

7

01:00pm

15

149

11

02:00pm

16

124

8

03:00pm

14

88

4

04:00pm

12

65

3

1. What is the capacity utilization for the hour ending at 1:00pm?