There is a new coffee shop on campus, and the owner comes to you for help with analyzing its operational process. For simplicity, we only focus on the most popular drink, latte, in our analysis and assume that each order contains 1 latte. For each order, it takes 2 minutes for a cashier to confirm the order and take the payment, 3 minutes for a barista to make the espresso and 2 minutes to steam the milk, and lastly, 1 minute for a worker to pack and deliver the latte. Currently, the coffee shop has 1 cashier for taking orders, 2 baristas for making latte and 1 worker for packing and delivering the drinks.

a) What is the processing capacity for this coffee shop?

b) If the demand rate is 10 orders/hour, what is the utilization rate of the 2 baristas?

c) If the 2 baristas and the worker for packing and delivering are cross-trained, what will be the new process capacity?

d) The espresso machine breaks down once every 2 hours, and it takes 12 minutes to repair it before the baristas can make latte again. After taking this into account, what is the process capacity for the coffee shop?