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Please type your name in the box indicating you understand and agree with the following statement: “My name below indicates that the answers I give on this exam are solely my own work. In taking this exam I will abide by the Wisconsin School of Business Honor Code and the rules of this exam given at the top of the page.”

Imagine that you are consulting for a service company that is trying to implement Lean/TPS methodology. Drawing from what you learned in the Virginia Mason and Oberoi Hotel cases and in the “Lean Knowledge Work” and “Art vs. Science” articles, please briefly describe one “key to success” for implementing Lean/TPS in a service company that you would give to your client. Also, provide one example  of this advice being followed either at Virginia Mason or Oberoi. (No more than 8 sentences.)

Use the information described below to answer the following four questions: The manager at a local Starbucks café is considering installing kiosks that customers will use to place their orders. There will be one pooled queue for all the kiosks, and only one person uses each kiosk at a time.  At a busy time of day, there are 2 arrivals to the café per minute, the standard deviation of the time between arrivals is 0.6 minutes, and the average time a person spends on the kiosk is 2.5 minutes with standard deviation of 3 minutes. To ensure that waiting times are not too long, the manager is considering installing enough kiosks to keep utilization below 80%. What is the minimum number of kiosks needed to accomplish this?

The manager decides to install 6 kiosks.  What is the average amount of time (in minutes) a person will spend waiting before using a kiosk?  (Report your answer to one decimal point.)

With these 6 kiosks installed, what is the average number of kiosks in use over time? (Report your answer to one decimal point.)

Consider customers checking in bags at the Madison airport. During the Monday morning rush the line is usually about 8 people long and there are two airline agents working as fast as they can to check in the bags. Out of curiosity, the agents ask a few customers how long they waited in line. They find that the average wait time was 15 minutes! The agents do a little math and figure out their collective service rate. What is the total service rate (customers per hour) that the agents were serving together?

Who does Congestive Heart Failure (CHF) affect the most?

Cerebral palsy is the most common motor disability in childhood.

Physical activity may reduce the risk for osteoporotic fracture by all of the following except

Spinal cord injury results in the loss of