A fast food restaurant has two drive-thru lanes and windows staffed by a single server each. The average customer interarrival time is 2 minutes, while the average customer service time is 3 minutes. (4 pts.) Experience shows that even though the average processing time (1.5 minutes/customer since there are two servers) is less than the average customer interarrival time (2 minutes) customers will sometimes experience significant waiting times. Explain why a queue can form under these conditions. (4 pts.) Recent data shows that the two servers have an average utilization of 48%. An assistant manager has suggested that the restaurant could save money by having only one drive-thru open instead of two. Do you agree or disagree with this suggestion? Explain your reasoning. (4 pts.) Currently customers arriving at the drive-thru must choose one of two lanes/servers and, due to traffic patterns, cannot switch lanes later. The operations manager suggests that the two lanes should be pooled into a single lane and then when a server is free he will take the order from the next customer. Do you think this is a good idea? Why or why not? (4 pts.) The restaurant has set a target wait time (TWT) for customers waiting to order of 1.5 minutes. Reports show that currently 15% of customers wait more than 1.5 minutes or less. What is the TWT service level for this process? (4 pts.) The manager thinks that the current service level is too low and wonders if she should add another drive-thru lane. Explain for her the primary tradeoff to be considered in making this decision. (4 pts.) Simulation might be a tool to help the restaurant manager determine the correct number of drive-thru lanes and the best configuration of the waiting line(s). Give one advantage of using simulation as a tool for process design rather than experimenting in the actual process. Give one difficulty the manager might face in modeling the system through simulation.
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