How long should a typical agent be expected to take to make


1. A Northeast Airlines gate agent, Chip Gilliken, gives out seat assignments to ticketed passengers. He takes an average of 50 seconds per passenger and is rated 110% in performance. How long should a typical agent be expected to take to make seat assignments?

2. After being observed many times, Beverly Demarr, a hospital lab analyst, had an average observed time for blood tests of 12 minutes. Beverly's performance rating is 105%. The hospital has a personal, fatigue, and delay allowance of 16%.

a) Find the normal time for this process.

b) Find the standard time for this blood test.

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Operation Management: How long should a typical agent be expected to take to make
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