For the Delwarca Case, please answer these questions and submit in .pdf or .docx format. One to two paragraphs per question is sufficient.

1. Draw the process maps for the unit prior to Rapid ID and after implementation (can scan handwritten or do in software)

2. What is the capacity utilization of the Remote Support Unit? How is this affecting wait times?

3. Why do you think system performance in terms of waiting times changed as it did? Why did customer behavior change as it did?

4. If you were Jack McKinnon, what would you change? Continue?