1. Your task is to come up with suggestions about how Mr. Rodriguez can improve the system at GF. You might start by finding bottlenecks in the system. In particular, look at the work load and capacity for each unit in the processing system. Then make suggestions about what might be done to alleviate these bottlenecks.

[Hint: Use weighted average times for service, for example 390 hrs in Region 1 E&A. For arrivals, for example in Region 1 E&A, there are 78 applications coming in 410 hrs, meaning the mean arrival rate is 78/410 applications/hr, or 0.19 apps/hr. The service rate for Region 1 would be 78/390, or 0.2 apps/hr. For Interest Rate determination, use M=1 but 205 hours/quarter instead of 410 (since fractional M cannot be used in the spreadsheet). Since no more information is given, you can assume both arrivals and service are Poisson. When work is done in teams, the processing times given are for the two (or more) people working together (like a cashier and bagger in a grocery checkout counter)]. You can do the calculations separately for each step in each region. The number of servers in each step in each region should be used in the calculation, for example M=1 in E&A Region 1 as presently configured, since the two people working there are working as one team. No need for doing any simulation for this case, just use the multi-queues spreadsheet.

The information on mean processing times is given for standard (2.8 hours) and new applications (6.1 hours),so total processing time required in a region is:

Standard cases X mean standard processing time + New cases X mean new application processing time.

For example,the required processing time for region 1(Evaluation & Analysis):

26 standard applications X 2.8 + 52 new application X 6.1 = 390 hours.

1. Suggest a web/online strategy for the firm.