Service Management 7th Edition by James Fitzsimmons, Mona Fitzsimmons

Exercise 18

Revisit the Automobile Driver's License Office, and assume that some of our previous recommendations for investment have been implemented. For example, "checking for violations and restrictions" will be done on a computer terminal, with that activity now taking 30 instead of 60 seconds. However, no additional eye-test machines or cameras were purchased.
a. Assuming that one worker is assigned to each activity, what is the bottleneck activity and the maximum number of applicants who can be seen per hour?
b. Suggest a reallocation of activities among the six workers that would result in a service capacity of 120 applicants per hour. What investment would be required to implement your layout recommendation?