ServiceOntario is investigating their quality of service and customer satisfaction. Employees of ServiceOntario are thus required to record the metrics of providing services. Donald Wardell works at the counter for driver licensing. According to his report, Mr. Wardell could process 60 visitors per hour and visitors are coming every 1.5 minutes. The arrival rate of visitors follows a Poisson distribution, and the processing time by Donald is exponentially distributed. Given the information above, can you help the investigators calibrate Mr. Wardell’s performance by answering the questions as follows?

Following up with Question 1, investigators are moving to examine the design of their service process at ServiceOntario. The service protocol in use by Driver’s License Office is provided as shown below.

Step 1: Check application (10 sec)

Step 2: Process Payment (40 sec)

Step 3: Check for violations (60 sec)

Step 4: Conduct eye test (30 sec)

Step 5: Photograph applicant (30 sec)

Step 6: Issue new license (20 Sec)

Currently the Driver’s License Office has 6 clerks, one for each step. As a member of the investigator team, please try to address the following questions during different phases.

Draw the process flow and include the flow time for each step.

How long does it take to process one applicant’s driver license?

What is the capacity rate for each step*?

What is the capacity rate of the whole process?

What is the throughput rate of the whole process?

Compute the utilization for each step in the process*.

Which step/s are the bottleneck in the process?