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OPERATIONS MANAGEMENT EXAM Prof. Alberto Portioli Staudacher, Prof. Marco Taisch, Prof. Matteo Rossini January 29th, 2025 Queue Exercise (6 Points) MVE is a famous pastry shop that receives plenty of customers every day. On average, the shop receives 120 customers per hour and is composed of three stages: ordering counter, cash register, and picking counter. Since the shop is always very busy, 10% of the customers that arrive at the shop are demotivated by the long queues and decide to leave the shop without passing through any stage. On the other hand, customers that decide not to leave, move to the ordering counter where they make their order and receive an order slip. In this ordering stage customers join a single queue that is served by three shop assistants. It always happens that 5% of customers that decide to place an order, just after they get their order slip and leave the stage, they realize they forgot to order some items and must rejoin the queue of the ordering stage again to make another order and get another order slip. After the second time, they never rejoin the ordering queue again. After that, 98% of the customers who have not exited the system before the ordering stage head to the cash register to pay and get a receipt, while the remaining 2% of customers are discouraged by the long queue and decide to leave the shop before joining the cash register queue. The cash register stage is formed by a single queue served by one cashier. Customers that have paid at the cash register head afterwards to the picking counter to present the receipt and pick up their order. The picking stage is formed of two queues, each served by one shop assistant. After picking up their order, customers are ready to leave the shop with their order. In the table below, the…