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MAN6501 Final Online Spring2018MAN6501: Operations Management FINAL EXAM Name Panther ID _______________ DURATION OF EXAM: 2 HOURS (recommended) Instructions (READ CAREFULLY): 1. There are FOUR sections in the exam. Manage your time wisely. 2. Immediately print your name and Panther ID on the top of each page of the exam. 3. Read all questions carefully before you begin answering. Make sure you show calculations to obtain full credit. 4. No questions are answered during the exam. If you have a question about the “correct” interpretation of some aspect of the assignment, you should just state your assumption and continue to work. These statements of logic will be used in the evaluation of your submission. Please sign the following pledge below: “I pledge my honor that I have neither received nor provided unauthorized assistance during the completion of this work.” Name (printed) Signature Date Section Points Available Points Deducted Points Obtained Process Analysis 35 Queuing Systems 20 Inventory Management 20 Quality Management 25 Page 2 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ Part 1 – MedNOW Clinic (35 points) The MedNOW clinic provides convenient healthcare services for a wide range of non-emergency medical issues. The clinic is located in Cambridge in close vicinity to a large hospital and serving a population with diverse ethnic backgrounds. Patients can walk-in or call in advance to schedule an appointment. The clinic operates 7AM to 7 PM on weekdays, with extended opening hours during the weekend. The clinic can do basic x-rays including chest x-ray and extremity x-rays (such as ankle, foot, arm and leg) and also provides lab services. On average 20 patients arrive at the clinic per hour, including walk-ins and appointments. Registration – The registration desk is continuously staffed with one person. They call the patient from the waiting room and create a patient record. The patient is then told to go back to the waiting room. The registration process takes on average one minute. Triage – The triage nurse calls the patients from the waiting room. They create a patient chart and register the check-in time. During triage the nurse determines the priority of patients treatments based on the severity of their condition. The triage is staffed with one registered nurse (RN) and the average time for triage is about 2 minutes. On average, 10% of the patients require medical care that is not available at the clinic and need to be sent to a hospital in the vicinity of the clinic. The other patients are told to go back to the waiting room and wait for the doctor call. Examination – The clinic has four examination rooms and four MDs available at all time. An assistant calls the patients into the examination rooms and help the patient prepare for the examination. The examination time is highly dependent on the medical condition. Based on historical records the clinic has determined the following distribution for examination time: Probability 0.4 0.4 0.2 Time 2 minutes 8 minutes 10 minutes In 50% of cases the MD completes the diagnosis, writes a prescription and the patient is ready to discharge. The other 50% of patients require some form of diagnostic and are sent to the medical diagnostic lab. Medical Diagnostics – There are three areas of medical diagnostic testing each with its own staff. Analysis of historical records produced the following information regarding demand for diagnostics and test time: Diagnostic 1 Diagnostic 2 Diagnostic 3 Test time 6 minutes 8 minutes 30 minutes Proportion of test requests 5 in 9 1 in 3 1 in 9 After the diagnostic test the patient is sent back to the waiting room and waits the doctor call. Page 3 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ Re-examination – After diagnostics testing the MDs examine the test results sent by medical diagnostics. The analysis of the diagnostic results takes on average 6 minutes per patient. Then the MD calls the patient and spends on average an additional 6 minutes debriefing or prescribing treatment. The patient is then sent to the discharge desk. Discharge – The discharge desk is staffed with one person. They copy key information from the patient chart to the patient record system. On average it takes 2 minutes to complete the discharge process for one patient. Assignment: Management is concerned with the ability of the clinic to meet expected demand in an efficient manner while providing adequate level of service. An internal PI team has been put together to identify opportunities to improve patient flow at the clinic. Their report lists the following possibilities: 1. Cross-train admin staff to work at both the registration and discharge stations 2. Cross-train the RN to do admin work associated with registration 3. Cross-train RN to handle some examinations and make routing decisions currently made my MDs. 4. Buy additional testing equipment 5. Hire additional MDs MedNOW has hired you as a consultant to assist with the analysis of the clinic’s service delivery. They presented a set of specific questions below that would like to see addressed. 1. Draw the process flow diagram for the entire process at the MedNow Clinic. Follow formal notation to depict the workflow and show task times on the diagram (5 points). Page 4 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ 2. How many patients can be processed at the clinic on a daily basis? What is the bottleneck of the process? Show your work. (10 points) 3. Consider the MD examination station. Why do customers have to wait for an MD? (5 points) Page 5 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ 4. Consider the five proposals for process change suggested by the PI team. How does each proposal impact MedNow capacity? Explain briefly (10 points). 5. Which initiative would you recommend for implementation? Explain (5 points). Page 6 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ Part 2 – Queuing Systems (20 points) Sweet Dreams Hotel is business traveler oriented hotel located next to one of the major convention centers in Boston. The hotel offers a range of amenities that satisfy the basic needs of the business traveler, including TV and high-speed internet and attracts price-conscious business travelers who want a confortable sleep and have little time to waste. The hotel manager has noticed that the day before large conventions a large number of guests tend to arrive between 6- 9PM creating great havoc at the check-in desk. She decided to collect some data regarding the arrival pattern and the service time at registration to gain better insight into the problem. Data collected over the previous two months showed that on average 18 guests arrived at the hotel per hour during the peak period of 6- 9pm. The check-in desk is handled by a single clerk in each day or night shift, who checks-in one guest at a time by order of arrival. About 50% of the guests are enrolled in the loyalty program, for those guests the average time to complete check in is 2 minutes. For the remainder of the guests the check-in process takes on average 4 minutes. 1. The hotel policy is that guest should be able to check-in in less than 5 minutes. Given current conditions how long do guests have to wait on average before check-in? Is it hotel meeting its policy? (5 points) Page 7 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ 2. The hotel manager asked the check-in clerks for suggestions to improve service performance. After a very participated brainstorming session the group has presented the following five recommendations. Recc A: Hire a temp employee who would assist the clerk with the registration of guests during check-in. The additional clerk would enable to reduce the average service time for guests who are not enrolled in the loyalty program to 2 minutes. Recc B: Invest in a self-check in kiosk, which would be placed in the hotel lobby Customers can check in at the interactive kiosk, which provides then with their room number and a room key. It is estimated that on average it will take 2 minutes for a customer to complete the check in at the kiosk. Recc C: Develop a mobile app that enables customers to check-in online. Change every single room door lock at the hotel to enable opening the room door by punching a code on a keypad. Customers sign in from their smartphone, tablet or computer, and receive a confirmation email including the room number and a private code. Then the private code can be used to open the room. The hotel manager has asked you to assess each recommendation in terms of its predicted impact on the check-in operation during the peak time of 6-9PM. How and why would you expect the parameters and measures of performance in the first column of the table to change? Indicate for each option whether you expect an Increase, Decrease, No Change, or Cannot Tell, and explain why. Please be specific in your explanations. (10 points) Note: There is no need to quantify impacts to answer this question. Option A Option B Option C Arrival rate at checkin during peak time Service rate at checkin Waiting time at check-in Customer Satisfaction with check-in service Page 8 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ 3. Consider recommendations A and B presented above. a) Would recommendation A enable the hotel to meet its policy regarding waiting time? (5 points) EXTRA POINTS For recommendation B, the installation of a kiosk for self check in, what percentage of customers would have to switch from check-in at the desk to self-check in at the kiosk to meet the hotel policy of check in under five minutes? (5 points) Page 9 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ Part 3. INVENTORY MANAGEMENT AT CLEAREYES (20 POINTS TOTAL) ClearEyes Clinic orders two types of premium intraocular lenses (IOLs) from one supplier. (1) Toric IOLs correct nearsightedness or farsightedness and astigmatism. These lenses have alignment markings on the peripheral part of the lens that enable the surgeon to adjust the orientation of the IOL inside the eye. (2) Accommodating IOLs greatly reduce their need for reading glasses or computer glasses after cataract surgery, while providing exceptionally clear distance vision. The following table presents some relevant facts associated with the inventory management of these two products: Toric IOLs Accommodating IOLs Annual Demand (48 weeks) 1200 360 Order cost $150 $150 Cost per unit $1000 $1200 Annual holding cost as % unit cost (includes financial and loss of inventory) 10% 10% Lead time 2 days 2 days Order/Delivery frequency Weekly Every Two weeks ClearEyes Clinic places orders to the supplier weekly for Toric IOLs and every two weeks for Accomodating IOLs based on the patients that are scheduled for surgery and the requirements for premium lenses. 1. Calculate an Economic Order Quantity (EOQ) to be used for Toric IOLs. Should ClearEyes Clinic change the frequency of orders to their supplier? Please explain. (6 POINTS) Page 10 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ 2. How many orders will be placed over a full year if they adopt EOQ for Toric IOLs? (4 POINTS) 3. Should ClearEyes Clinic carry any safety stock of premium intraocular lenses? Why or why not? (4 POINTS) 4. Consider the current order policy, weekly orders for Toric IOLs and every two weeks for Accomodating IOLs. A consultant suggests that the clinic should order the two products simultaneously. In this case, the order cost would only be $200 per order (instead of 150 + 150) resulting in significant savings. The clinic is willing to establish this plan but they are unsure whether to place joint orders weekly or every two weeks. What would you recommend? Please explain. (4 POINTS) Page 11 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ Part 4. QUALITY MANAGEMENT (25 POINTS TOTAL) B.1. Control Charts (15 points) The dietitian at Aventura Hospital has warned that the meals delivered to patients contain too much sodium. For the past 10 days, she has sampled four batches of the “entrée du jour” and recorded the sodium content per serving. Assume based on historical data that the average sodium content is 500 mg/serving, and the standard deviation is 25 mg. Day Sodium Content (mg/serving) Batch 1 Batch 2 Batch 3 Batch 4 1 502 485 516 550 2 495 519 514 480 3 482 516 530 495 4 543 496 402 516 5 475 489 526 502 6 513 489 497 526 7 532 462 523 495 8 495 485 521 505 9 512 523 452 476 10 500 502 513 487 a) Is the process in control? Why or Why not? b) Given the fact that the sodium content should be between 450 and 520 mg per serving for mealtype products, does the dietitian have a valid concern? Page 12 of 12 MAN6501 Exam – NAME ________________________________ FIU ID ___________________ B.2. Costs of Quality (10 points) Please indicate whether the examples below represent a cost of quality, and if affirmative, which cost of quality is represented (Prevention, Appraisal, Internal Failure or External Failure). Explain in detail your rationale for the choice and provide ONE example of cost or financial benefit. 1) Marin Mountain Bikes is creating a new hotline to handle a recall of the Marin 2014 model MBX 50 and Tiny Trail boys and girls bicycles due to fall hazard Handlebars Can Loosen. COQ? ________________________ Explain: Cost/financial benefit: 2) GE Lighting has announced a major LED retrofit project that is underway in Malaysia and that will ultimately include more than 1700 7-Eleven convenience stores managed by local operator 7- Eleven Malaysia Holdings Berhad. GE said that the $2 million lighting project will deliver a projected $2.4 million in annual energy savings. COQ? ________________________ Explain: Cost/financial benefit: 3) FSX is a leading wholesale distributor. FSX offers salvage buyers an opportunity to purchase distressed cargo directly from the firm at a discount price. They sell merchandise that may be damaged in transit such as rolled paper. COQ? ________________________ Explain: Cost/financial benefit: 4) At Global Electronics Services we check incoming materials for box damaged, type of package, humidity indicator card pass H2O test, documents match and country origin match components. COQ? ________________________ Explain: Cost/financial benefit: Read More 200 words, complete with class concepts and evidence from source.ONLINE STUDENTS: TWO responses for peers who read a DIFFERENT paper than the one you summarized.??(Might be a good time to find a partner if you d like to work with someone else on the paper).1. Who is the paper about? Where and when do they live?2. Summarize what the example paper says about each of the following:a. How do cultural influences affect the person s values or norms?b. How did some agent of socialization (an individual, group, or institution) change the person?c. How does the person s group membership affect their behavior or opportunities? Read More Prepare an Annotated Bibliography for my masters Theology Course Old Testament Foundation. The title of my Essay/theme is Creation (Genesis) Step 1:Find a minimum of four academic sources. You may add more than six sources if you wish as long as all sources are scholarly. Do not use book reviews as sources.Step 2:For each source, write a summary and/or evaluation of the article in your own words. Each summary should be three to five sentences. The summary/evaluation for each source should identify the main point of the article. The summary needs to be your interaction and summary of the article.You will use this annotated bibliography to complete your Topic 5 outline and your Topic 7 benchmark assignment.Use the feedback from your instructor to revise your information, if necessary, for your Topic 5 outline and your Topic 7 benchmark assignment.Prepare this assignment according to the guidelines found in the Turabian Style Guide. Read More Medical facilities often have more patients waiting for organ transplants than there are available organs. Suppose you have been asked to write a computer program that selects which candidates should receive an available organ. What data would you want on file to be able to be used in your program, and what decisions would you make based on the data? What data do you think others might use that you would choose not to use? Read MoreConduct a brief, preliminary review of your case study’s organization. This review should include business mission and general purpose of data in support of mission-critical information systems.Produce detailed data requirements to address the data needs of your organization. The following are criteria that you can use to organize your requirements: adaptability, business and organizational policies, change control demands, compatibility, completeness, consistency, currency, ease of use, evolution, extensibility, functional features, maintainability/manageability, performance, reliability, scalability, security, standards, support, testability, and ubiquity. You will produce requirements in at least five of the above criteria.Develop a detailed data model as an EER diagram for your case study. Your model will include entity types with attributes, primary keys, and foreign keys as needed, and pertinent relationships with cardinality and integrity constraints as needed. Your data model will also come with a brief description for each entity type, attribute and relationship. Make sure to satisfy yourself that your data model is reasonably complex as explained in the guidelines under Background of Enterprise Data: Selecting your Case Study above. MTH618 Assignment 2 This is an individual assignment, so it requires individual submission. The dateof submission is Friday 13th October 2017, to be submitted before 1pm.Any submission later than this time will incur a penalty of 50% of the markedscore per day unless valid reason (with evidence) is provided. The total marks for the assignment is 50 and contributes 5% to the studentscoursework. The mode of submission is either by handing in a written solution sheet or emailingthe scanned assignment to the lecturer/tutors email. All workings to the solutions should be provided in the solution sheet which issubmitted. All solutions should be written in blue or black ink (no pencil or red ink allowed)and all writing should be easily legible. Plagiarism is strictly prohibited and the student will be penalized accordingly.The lecturer holds the right to question any student about any solution in theassignment and ask the student to reproduce any portion of the solution at anymoment.1Exercise.1. Fit a fourth order Newton’s backward interpolating polynomial to estimate 3p10:5using the following known values:3 p6; 3p8; 3p10; 3p12; 3p14:[Hint: Study Section 19:3 to answer this question.](6 marks)2. Fit a fourth order Newton’s forward interpolating polynomial to estimate sech 5:5using the following values:sech 2; sech 4; sech 6; sech 8; sech 10:[Hint: Study Section 19:3 to answer this question.](6 marks)3. A factory produces two kinds of gaskets, G1, G2, with net profit of $60 a and$30, respectively. Maximise the total daily profit subject to the constraints (xj =number of gaskets Gj produces per day):40 1 + 40 2 1800 (Machine hours)200 1 + 20 2 6300 (Labour)x1 0x2 0(6 marks)4. Unconstrained Optimisation. Apply the method of steepest descent tof(x) = 9 21+ x22+ 18 1

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