## Appendix: Answers to Lesson Questions

### Lesson 1

1. 150 calls.
2. 2 minutes.
3. 50 calls.
4. 23 minutes.
5. Cycle time dropped from over 11 hours to under 40 minutes.
6. Level2 utilization dropped to 51.81%.
7. That is bad because they are only busy half of the time they are available to work.
8. Perform Research.
9. The queue is no longer used 10. 3.71 11. 78.81 minutes 12. Level 1 = 53.38%, Level 2 = 89.70%.

### Lesson 2

1. 92.36 and 4.32.
2. 316.11 and 244.72.
3. The 25% and 75% routings.

### Lesson 3

1. 80.20
2. 34.04
3. Entities are only coming in between 8am and 4pm, but the resource is working the entire 40 hours.
4. The arrivals stopped occurring.
5. 1.67
6. Click Simulation / Options and set the run length to 168 hours or 7 days.
7. Cycle time increases for both types of calls because they are waiting in queues much longer. All calls are completed by approximately 3pm.

### Lesson 5

1. Yes.
2. Total cost, cost per call, unused resource cost, total number of calls returned, customer satisfaction.
3. Despite costs being higher, it is likely a better choice to add a second resource than stay with 1 resource. Throughput is much better, customers will be happier with shorter wait times, and your employees will probably have higher jobs satisfaction since stress levels will be significantly lower. The cost of customer dissatisfaction is hard to measure but in general you should be striving for the best service possible. Employee burnout is likely to be much higher in the case of only one Level 2 resource. That can end up costing a great deal in many different ways.
4. Yes, as noted in earlier lessons. It is important to remember though that the simulations need to be run and the results compared before assuming one solution is better than another. You might be surprised at the results of some of the experiments.
5. If Name = Item Then a_Route = D2(40,2,60,3).
6. Create a variable (e.g. v_ReworkCount) with an initial value of 0. On the rework route (returning to Production), add the action logic “Inc v_ReworkCount). In the output report, scroll to the bottom section to view the variable’s stats.

### Lesson 6

3. You can extract your files with WinZip. However, you lose the remapping functionality if you extract them. If your model only contains .igx and .pmd files, your model will still run. But if you use shift files or submodel files, the model will not run without manually remapping the folder locations. You should always “install” the package from ProcessModel’s File menu.

### Lesson 7

1. 10
2. Some returned calls are not resolved satisfactorily. So they have to do more research and return the call later.
3. 2
4. 3
5. TSR2 is helping TSR1.
6. Since the route is not connected to any other activity, they exit the system.
7. Run multiple replications, then view the average values in the output report rather than each individual replication’s result.