:MACRO: pink noise(mean,std dev,tao,dt)
pink noise = INTEG((mean + white - pink noise)/tao, mean)
	~	
	~	Pink Noise generator. Mean and std dev describe the parameters of the distribution.
		Tao is the time constant of the autocorrelation coefficient.
	|

white = std dev * SQRT(24*tao/dt) * (RANDOM 0 1()-0.5)
	~	
	~	The sustraction of 0.5 to the random number generator is to 
		center the distribution around 0 as the DYNAMO generator used by
		Richardson & Pugh.
	|

:END OF MACRO:
********************************************************
	.Delivery
********************************************************~
		The sector models the order-processing system and the construct of work pressure --
		the normalized gap between required and actual service capacity.
		The main constructs is the notion of Service Backlog, i.e., outstanding \
		customer orders.
	|

Service Backlog = INTEG((customer orders-order fulfillment),DESIRED DELIVERY DELAY*customer orders\
		)
	~	Order
	~	Service Backlog. Initialized in equilibrium based on the incoming customer \
		orders.
	|

order fulfillment = MIN(potential order fulfillment,Service Backlog/MIN RESIDENCE T FOR AN ORDER\
		)
	~	Order/Week [0,?]
	~	The potential order fulfillment rate limited by the orders that can be \
		processed from the backlog.
	|

MIN RESIDENCE T FOR AN ORDER = 0.1
	~	Week
	~	Represents the physical constraints of the flow of an order through the \
		service center. Set based on observations.
	|

potential order fulfillment = service capacity*work intensity/time per order
	~	Order/Week
	~	Number of orders that could be processed given the current service capacity and
		the corrections to work pressure and time per order.
	|

service capacity = on office service capacity*effective labor fraction*effect of fatigue on prod
	~	Hours/Week
	~	The effective service capacity. Calculated by correcting 
		the on office service capacity by the skill of employees and the 
		effects of fatigue on productivity.
	|

on office service capacity = total labor*HWE*(1-absenteeism)
	~	Hours/Week
	~	Number of person hours available to work (Total labor * hours per week per employee).
		The formulation reflects the effects of absenteeism not considered in the \
		original model but of significant impact in the NH Lending Center.
	|

desired service capacity = (Service Backlog/DESIRED DELIVERY DELAY)*Desired To
	~	Hours/Week
	~	Estimated from the underlying desired time per order.
	|

DESIRED DELIVERY DELAY =	0.1
	~	Week
	~	Desired Delivery Delay. Management's stated goal for delivery delay. Set \
		based on interviews and stated goals.
	|

work pressure = (desired service capacity-service capacity)/desired service capacity
	~	Dimensionless
	~	The normalized gap between desired service capacity and effective service \
		capacity.
	|

********************************************************
	.Responses
********************************************************~
		This sector models the responses to work pressure: employees increase their
		work intensity and reduce the allocation of time per order; management adjusts
		service capacity. Consequences of employees responses 
		(burnout and erosion of service standards) are also captured in this \
		sector.
	|

work intensity = EXP(BETA*work pressure)
	~	Dimensionless
	~	Work intensity. The employees' response as overtime to work 
		pressure. This should be formulated as table function.  The present 
		formulation reflects the equation used for estimation.
	|

BETA = 0.370546
	~	Dimensionless
	~	Slope of the table function that reflects the effect of work 
		pressure on work intensity. Estimated to fit past data on time per order.
	|

Fatigue E = INTEG((work intensity-Fatigue E)/T TO ACUMM WI E,INITIAL FE)
	~	Dimensionless [0,?]
	~	Fatigue to affect productivity. The accumulation of fatigue 
		over the t to acumm WI p period.
	|

INITIAL FE = 1
	~	Dimensionless [0,?]
	~	Initial accumulation of fatigue to affect productivity. Initialized at 
		the normal operating value (1) based on historical data.
	|

T TO ACUMM WI E = 3
	~	Week [0,?]
	~	Time to accumulate work intensity to affect productivity. Time constant
		for the accumulation of work intensity to become fatigue that affects 
		productivity. Set based on previous studies.
	|

effect of fatigue on prod = FP ON PRD GRAPH(Fatigue E)
	~	Dimensionless [0,1]
	~	Effect of fatigue on Productivity
	|

FP ON PRD GRAPH ([(0,0)-(2,1)],(0.8,1),(1,1),(1.1429,1),(1.2857,0.92),(1.428,0.785),
(1.5714,0.695),(1.7143,0.64),(1.8571,0.6),(2,0.57))
	~	Dimensionless
	~	Table function of the Effect of Fatigue on Productivity. Set based on \
		previous studies.
	|

Fatigue A = INTEG((work intensity-Fatigue A)/T TO ACUMM WI A,INITIAL FA)
	~	Dimensionless [0,?]
	~	Fatigue to affect turnover. The accumulation of fatigue over the t to \
		acumm WI t period.
	|

INITIAL FA = 1
	~	Dimensionless [0,?]
	~	Initial accumulation of fatigue to affect turnover. Initialized at the 
		normal operating value (1) based on historical data.
	|

T TO ACUMM WI A = 52
	~	Week [0,?]
	~	Time to accumulate work intensity to affect turnover. Time constant
		for the accumulation of work intensity to become fatigue that affects 
		turnover. Set based on previous studies.
	|

effect of fatigue on turnover = FT ON TO GRAPH(Fatigue A)
	~	Dimensionless
	~	Effect of fatigue on Turnover.
	|

FT ON TO GRAPH ([(0,0)-(2,1)],(0.8,1),(1,1),(2,0.593))
	~	Dimensionless
	~	Table function of the Effect of Fatigue on Turnover. Set based on previous \
		studies.
	|

time per order = MAX(Desired To*effect of wp on to*effect of qp on to, MIN PROCESSING TPO\
		)
	~	Hours/Order
	~	Time to process each order. This time is calculated based on the underlying 
		time per order (anchor value) and adjusted by the effects of 
		work pressure and quality on turnover.  The response is limited in the 
		lower bound to reflect process constraints.
	|

MIN PROCESSING TPO = 0.1
	~	Hours/Order
	~	Minimum processing time per order. Reflects the physical constraints of the 
		processing of an order in terms of time allocated to process the order.
	|

effect of wp on to = EXP(ALPHA*work pressure)
	~	Dimensionless
	~	Effect of work pressure on time per order.  The employees' response as modification
		of time per order to work pressure. This should be  formulated as table \
		function. The present formulation reflects the equation used for \
		estimation.
	|

ALPHA = -0.63934
	~	Dimensionless
	~	Slope of the table function that reflects the effect of work pressure on 
		time per order. Estimated to fit past data on time per order.
	|

effect of qp on to = EXP(GAMMA*quality pressure)
	~	Dimensionless
	~	Effect of quality pressure on time per order. 
		The employees' response as modification of time per order to quality pressure. 
		This should be formulated as table function. The present 
		formulation reflects the substution done to estimated parameter.
	|

GAMMA = 0
	~	Dimensionless
	~	Slope of the table function that reflects the effect of quality
		pressure on time per order. Estimated to fit past data on time per order.
	|

Desired To = INTEG (dto chg,INITIAL DTO)
	~	Hours/Order
	~	Underlying desired time per order. Reflects the anchor value
		for the time pr order estimation.
	|

INITIAL DTO = 1.0758
	~	Hours/Order [0,?]
	~	Initial Desired Time per Order. Estimated to fit past data on time per \
		order.
	|

dto chg = (time per order-Desired To)/t to adjust dto
	~	(Hours/Order)/Week
	~	Rate of change of the underlying desired time per order. An exponential \
		smoothing to past performance.
	|

t to adjust dto = IF THEN ELSE( time per order>Desired To ,TTUP , TTDN )
	~	Week
	~	Time to adjust Desired Time per Order. Time constant for the adjustment of 
		Desired time per Order to past performance.
	|

TTDN = 18.7321
	~	Week
	~	Time constant for the downward adjustment of Desired TO. Estimated to fit \
		past data on time per order.
	|

TTUP = 813564
	~	Week
	~	Time constant for the upward adjustment of Desired TO. Estimated to fit \
		past data on time per order.
	|

Perceived Labor Productivity = INTEG(((service capacity/(total labor*HWE))
	-Perceived Labor Productivity)/T TO PERCEIVE LP,INITIAL P ELF)
	~	Dimensionless
	~	Perceived Labor Productivity. Labor productivity is estimated by comparing \
		the service capacity to the nominal service capacity.
	|

INITIAL P ELF = 0.77907
	~	Dimensionless
	~	Initial Perceived labor productivity. Estimated to fit past data on \
		desired labor.
	|

T TO PERCEIVE LP = 6.70261
	~	Week
	~	Time to perceive labor productivity. Estimated to fit past data on desired \
		labor.
	|

Desired Labor = INTEG((desired service capacity/(HWE*Perceived Labor Productivity)-
	Desired Labor)/T TO ADJUST DL,
	desired service capacity/(HWE*Perceived Labor Productivity))
	~	Employee
	~	Smoothing of the instantaneous labor requirements based on desired service \
		capacity and perceived labor productivity
	|

T TO ADJUST DL = 18.762
	~	Week
	~	Time to Adjust desired labor. Estimated to fit past data on desired labor.
	|

********************************************************
	.Service
********************************************************~
		This sector models the acquisition, training and turnover of the labor force.
		It estimates labor's net productivity considering the level of experience and its
		training process.  It also model the employees' decision to leave the firm based
		on their perceptions of quality and burnout.
	|

total labor = Rookies+Experienced Personnel
	~	Employee [0,?]
	~	Total labor force (headcount).
	|

effective labor fraction = MAX(0,(Experienced Personnel+Rookies 
	*(ROOKIES' EFFECTIVENESS-FRAC EP FOR TRAINING))/(Experienced Personnel+Rookies))
	~	Dimensionless [0,1]
	~	Effectiveness of labor force (based on the skill combination).
	|

ROOKIES' EFFECTIVENESS = 0.35
	~	Dimensionless [0,1]
	~	Effectiveness of Rookies relative to that of Experienced Personnel. \
		Judgmentally set based on interviews.
	|

FRAC EP FOR TRAINING = 0.05
	~	Dimensionless [0,1]
	~	Fraction of Sr Personnel's time required to train and supervise a Rookie. \
		Judgmentally set based on interviews.
	|

Experienced Personnel = INTEG(experience rate-turnover rate,INITIAL EXPERIENCED PERSONNEL\
		)
	~	Employee
	~	Employees that have reached full productivity.
	|

INITIAL EXPERIENCED PERSONNEL = 64.099
	~	Employee
	~	Initial number of Experienced personnel. Set based on historical data.
	|

Rookies = INTEG (hiring rate-experience rate,INITIAL ROOKIES)
	~	Employee
	~	Employees that have been recently hired and have not yet achieved full \
		productivity.
	|

INITIAL ROOKIES = 14.06
	~	Employee
	~	Initial number of rookies. Set based on historical data.
	|

experience rate = Rookies/T FOR EXPERIENCE
	~	Employee/Week [0,?]
	~	Rate at which employees are becoming experienced.
	|

T FOR EXPERIENCE = 12
	~	Week [0,?]
	~	Average amount of time it takes a Rookie to become fully effective.
	|

turnover rate = Experienced Personnel /(T FOR TURNOVER*effect of fatigue on turnover*\
		effect of qp on turnover)
	~	Employee/Week
	~	Rate of people voluntarily leaving the firm.
	|

T FOR TURNOVER = 400.784
	~	Week
	~	Average job tenure
	|

hiring rate = Vacancies/HIRING DELAY
	~	Employee/Week [0,?]
	~		Rate at which employees are joining the service center.
	|

HIRING DELAY = 29.9836
	~	Week [0,?]
	~	Time it takes to fill a vacancy one it has been declared. Estimated to fit \
		past data on labor hiring.
	|

Vacancies = INTEG((labor order rate-hiring rate),INITIAL VACANCIES)
	~	Employee
	~	Unfilled openings in the service center
	|

INITIAL VACANCIES = 0.0008
	~	Employee
	~	Initialized in equilibrium.
	|

desired vacancies = desired hiring*HIRING DELAY
	~	Employee
	~	By Little's law, desired vacancies are based on the desired hiring rate \
		and the time it takes to fill a vacancy.
	|

indicated labor order rate = desired hiring+ vacancies correction
	~	Employee/Week
	~	The overall desired correction in the labor stocks and supply line.
	|

vacancies correction = (desired vacancies-Vacancies)/T TO ADJUST LABOR
	~	Employee/Week
	~	The adjustment to close the gap between vacancies and desired vacancies.
	|

T TO ADJUST LABOR = 11.5442
	~	Week [0,?]
	~	Time that management takes between recognizing a need to adjust labor and
		acting on that information. Estimated to fit past data on labor hiring.
	|

desired hiring = replacement rate+labor correction
	~	Employee/Week
	~	Replacement of turnover (when appropriate) plus correction of discrepancies 
		between desired and existing labor.
	|

replacement rate = IF THEN ELSE(Desired Labor>=total labor, turnover rate ,0 )
	~	Employee/Week
	~	Replacement of turnover is only active when Desired labor is greater than \
		existing labor. When the firm is trying to downsize it does not replace \
		turnover.
	|

labor correction = (Desired Labor-total labor)/T TO ADJUST LABOR
	~	Employee/Week
	~	The adjustment to close the gap between total labor and desired total \
		labor.
	|

labor order rate = MAX(-Vacancies/T TO CANCEL VACANCIES,indicated labor order rate)
	~	Employee/Week
	~	The indicated labor order rate is constrained by the number of vacancies 
		that is possible to cancel.
	|

T TO CANCEL VACANCIES = 1
	~	Week [0,?]
	~	Time to cancel vacancies. Used to control for the non-negativity of the 
		vacancies stock. Judgmentally set based on interviews.
	|

********************************************************
	.Quality
********************************************************~
		This sector models the perceptions and expectations of quality for the 
		three main agents involved in the service delivery process -- employees,
		managers and customers .Perception is modeled as exponential adjusting 
		processes, while expectations are modeled as levels of aspirations
		with exogenous anchoring to represent the intrinsic biases of each agent.
	|

delivered quality = TPO ON DQ GRAPH((time per order-Cust Service Expectations)/Cust Service Expectations\
		)
	~	Quality
	~	Quality delivered as perceived by customer. It is a function of the normalized gap
		between time allocated to customer order and the expectation that customer \
		had.
	|

TPO ON DQ GRAPH ([(-0.5,0)-(0.5,2)],(-0.5,0.2),(-0.4,0.45),(-0.3,0.65)
,(-0.2,0.8),(-0.1,0.95),(0,1),(0.1,1.05),(0.2,1.2),(0.3,1.35)
,(0.4,1.55),(0.5,1.8))
	~	Quality
	~	Effect of Time per order on Delivered Quality. Table function formulated 
		to reflect a 'tolerance zone' and Kano's classification of attributes.
	|

Emp Perception Of Quality = INTEG((delivered quality-Emp Perception Of Quality)/
	T FOR EMP TO PERCEIVE,initial perception of quality)
	~	Quality
	~	Employees' perception of Quality delivered. 
		Initialized in equilibrium from know parameters.
	|

initial perception of quality = TPO ON DQ GRAPH(
	(INITIAL DTO-CUST EXPECTATION REFERENCE)/CUST EXPECTATION REFERENCE)
	~	Quality
	~	Initial level of quality. Used to initialize quality perceptions in \
		equilibrium.
	|

T FOR EMP TO PERCEIVE = 4
	~	Week
	~	Time for employees to perceive delivered quality. Judgmentally set based \
		on interviews.
	|

Mgmt Perception Of Quality = INTEG ((delivered quality-Mgmt Perception Of Quality)/
	T FOR MGMT TO PERCEIVE,initial perception of quality)
	~	Quality
	~	Management's perception of Quality delivered. Initialized in equilibrium \
		from know parameters.
	|

T FOR MGMT TO PERCEIVE = 12
	~	Week
	~	Time for management to perceive service quality.
		Parameter not active in base simulation.
	|

Cust Perception Of Quality = INTEG ((delivered quality-Cust Perception Of Quality)/
	T TO PERCEIVE CUST REPORT ON QUALITY, initial perception of quality)
	~	Quality
	~	Customers' perception of Quality delivered. Initialized in equilibrium \
		from know parameters.
	|

T TO PERCEIVE CUST REPORT ON QUALITY = 52
	~	Week
	~	Time for customers to adjust their reports of perceived service quality.
		Parameter not active in base simulation.
	|

Emp Quality Expectation = INTEG((indicated quality standard-Emp Quality Expectation)/\
		T TO ADJUST QS,INITIAL QS)
	~	Quality
	~	Quality Standard. Employees' desired level of service delivery.
	|

INITIAL QS = 0.95538
	~	Quality
	~	Initial Quality Standard. Estimated to fit past data on time per order.
	|

T TO ADJUST QS = 26
	~	Week
	~	Time to adjust quality standard. Judgmentally set based on interviews.
	|

indicated quality standard = OMEGA E*Emp Perception Of Quality+(1- OMEGA E)*Mgmt Quality Goal
	~	Quality
	~	Instantaneous Quality Standard. Anchored t oemployees' perception of \
		delivered quality and adapts to management desired quality goal.
	|

OMEGA E = 1
	~	Dimensionless
	~	Weight of employees' perception in the formation of quality standard.
	|

Mgmt Quality Goal = 1
	~	Quality
	~	Management's desired level of service (1.0 = no complaints).
	|

Cust Service Expectations = INTEG((indicated customer service expectations-Cust Service Expectations\
		)/
	T TO ADJUST CE,indicated customer service expectations)
	~	Hours/Order
	~	Expectation of time per order that customers have.
	|

CUST EXPECTATION REFERENCE = 1.16519
	~	Hours/Order
	~	Fixed external expectation that customers have for time allocated per order.
		Estimated to fit past data on time per order.
	|

T TO ADJUST CE = 52
	~	Week
	~	Time for customer to adjust expectations to past performance.
		Parameter not active in base simulation.
	|

indicated customer service expectations = OMEGA C*CUST EXPECTATION REFERENCE+
	(1-OMEGA C)*time per order
	~	Hours/Order
	~	Instantaneous customer service expectations. Anchored to the service provided by \
		other
		suppliers in the industry and adapts to current service experienced.
	|

OMEGA C = 1
	~	Dimensionless [0,1]
	~	Weight to external (fix) standard for the formation of customer's service \
		expectations. Set as a fortiori assumption.
	|

effect of qp on turnover = QP ON TO GRAPH(Emp Perception Of Quality)
	~	Dimensionless
	~	Effect of quality pressure on turnover. Set based on previous studies.
	|

QP ON TO GRAPH ([(0.5,0)-(1.5,2)],(0.5,1),(1,1),(1.5,1))
	~	Dimensionless
	~	Effect of Quality pressure on turnover. Table function set based on \
		previous studies.
	|

quality pressure = (Emp Quality Expectation - Emp Perception Of Quality)/Emp Quality Expectation
	~	Dimensionless
	~	The dissonance created in employees by the gap between what 
		they perceive to be the delivered quality and an internally held quality 
		standard.
	|

********************************************************
	.Measures
********************************************************~
		Measures to evaluate the performance of the service center.
		Included to facilitate diagnosis of performance but not reported model \
		description.
	|

avg delivery delay = Service Backlog/order fulfillment
	~	Week [0,?]
	~	The average delivery delay in the service center (Little's law).
	~	:SUPPLEMENTARY 
	|

net overtime gain = work intensity*effect of fatigue on prod
	~	Dimensionless [0,?]
	~	Net effect of extended work intensity.
	~	:SUPPLEMENTARY 
	|

turnover fraction = turnover rate/total labor
	~	Dimensionless/Week [0,1]
	~	Fractional turnover per week.
	~	:SUPPLEMENTARY 
	|

case load = Service Backlog/total labor
	~	Order/Employee
	~	Cases in backlog per number of employees
	~	:SUPPLEMENTARY 
	|

production ratio = customer orders/order fulfillment
	~	Dimensionless
	~	Ratio of incoming orders to outgoing orders.
	~	:SUPPLEMENTARY 
	|

average productivity of labor = service capacity/total labor
	~	Hours/Week/Employee
	~	Average Productivity of Labor. Includes the effects of fatigue and \
		experience.
	~	:SUPPLEMENTARY 
	|

********************************************************
	.Inputs
********************************************************~
	|

customer orders = IF THEN ELSE( Time<=104 , CUSTOMER ords , a customer ords )
	~	Order/Week
	~	Orders incoming to the service center. Up to week 104 it is driven by exogenous data \
		series (NWD),
		for the reminder of the simulation, an artificial series (a Customer ords) \
		is utilized.
	|

CUSTOMER ords := NWD
	~	Order/Week
	~	Renaming of Customer Orders per Week. Intermediate variable introduced to 
		allow plotting and manipulation of the data series.
	|

NWD
	~	Order/Week
	~	Customer Orders per Week. Exogenous data series to drive the model.
	|

a customer ords = pink noise(2071.07,77.48,1,TIME STEP)
	~	Order/Week
	~	Artificial Customer Orders per Week; generated through the pink noise \
		macro.
	|

absenteeism = IF THEN ELSE( Time<=104 ,(PER*HWE-NTA)/(PER*HWE),a absenteeism)
	~	Dimensionless
	~	Fraction of Absentee employees -- includes vacation time. 
		Calculated from exogenous data series.   The difference between total 
		number of hours available employees and the number of employees that
		showed up to work. Up to week 104 it is driven by exogenous data series (PER & NTA),
		for the reminder of the simulation, an artificial series (a Absenteeism) \
		is utilized.
	|

PER
	~	Employee
	~	Personnel. Exogenous data series used to calculate absenteeism.
		Number of employees currently employed in the lending center.
	|

NTA
	~	Hours/Week
	~	Net time Available. Exogenous data series used to calculate absenteeism.
		Number of hours available per week.
	|

a absenteeism = pink noise(0.1654,0.032,2,TIME STEP)
	~	Dimensionless
	~	Artificial Fraction of Absentee employees; generated through the pink \
		noise macro.
	|

HWE = 35
	~	Hours/Week/Employee
	~	Hours per week per employee. Conversion constant.
	|

********************************************************
	.Control
********************************************************~
	|

INITIAL TIME  = 53
	~	Week
	~	The time at which the simulation starts.
	|

FINAL TIME  = 300
	~	Week
	~	The time at which the simulation ends.
	|

TIME STEP  = 0.125
	~	Week
	~	The solution interval for the model.
	|

SAVEPER  = 1
	~	Week
	~	The frequency with which results are saved.
	|

\\\---/// Sketch information - do not modify anything except names
V300  Do not put anything below this section - it will be ignored
*Delivery
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10,19,effect of qp on to,305,507,51,22,8,2,0,59,0,0,0,0,128-128-128,0-0-0,Helvetica|14|BIU|128-128-128
10,20,avg delivery delay,259,89,36,23,8,3,1,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|12|BI|0-0-0
12,21,48,507,161,8,8,0,3,0,58,-1,0,0,0,-1--1--1,0-0-0,Helvetica|14|B|0-0-0
11,22,48,419,161,4,8,34,3,0,0,1,0,0,0
10,23,order fulfillment,419,189,40,20,40,3,0,0,0,0,0,0
10,24,Service Backlog,327,161,40,20,3,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|B|0-0-0
10,25,potential order fulfillment,563,277,38,32,8,3,0,0,0,0,0,0
10,26,MIN RESIDENCE T FOR AN ORDER,400,81,81,40,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BU|0-0-0
12,27,48,123,165,8,8,0,3,0,58,-1,0,0,0,-1--1--1,0-0-0,Helvetica|14|B|0-0-0
11,28,48,209,165,4,8,34,3,0,0,1,0,0,0
10,29,customer orders,209,196,47,23,40,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|B|0-0-0
10,30,DESIRED DELIVERY DELAY,114,298,56,30,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
12,31,48,472,325,8,8,0,3,0,0,-1,0,0,0
11,32,48,403,325,4,8,34,3,0,0,1,0,0,0
10,33,dto chg,403,357,28,24,40,3,0,0,0,0,0,0
10,34,time per order,432,461,35,19,8,3,0,0,0,0,0,0
10,35,t to adjust dto,347,268,42,22,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
10,36,INITIAL DTO,820,739,30,21,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
10,37,FP ON PRD GRAPH,503,733,40,20,8,3,1,0,0,0,0,0
10,38,FT ON TO GRAPH,783,309,40,20,8,3,1,0,0,0,0,0
10,39,MIN PROCESSING TPO,545,436,39,29,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
1,40,23,20,1,1,0,0,0,0,0,-1--1--1,,1|(347,113)|
1,41,24,20,1,1,0,0,0,0,0,-1--1--1,,1|(263,118)|
1,42,28,27,100,0,0,22,0,0,0,-1--1--1,,1|(168,165)|
1,43,28,24,4,0,0,22,0,0,0,-1--1--1,,1|(250,165)|
1,44,22,24,100,0,0,22,0,0,0,-1--1--1,,1|(391,161)|
1,45,22,21,4,0,0,22,0,0,0,-1--1--1,,1|(461,161)|
1,46,23,24,1,1,0,0,0,0,0,-1--1--1,,1|(379,201)|
1,47,29,24,0,1,0,0,0,0,0,-1--1--1,,1|(264,179)|
1,48,24,23,1,0,0,0,0,0,0,-1--1--1,,1|(375,217)|
1,49,25,23,1,0,0,0,0,0,0,-1--1--1,,1|(507,201)|
1,50,26,23,1,0,0,0,0,0,0,-1--1--1,,1|(445,124)|
1,51,2,5,1,0,0,0,0,0,0,-1--1--1,,1|(461,616)|
1,52,4,5,1,0,0,0,0,0,0,-1--1--1,,1|(531,574)|
1,53,5,8,1,0,0,0,0,0,0,-1--1--1,,1|(553,691)|
1,54,15,14,1,0,0,0,0,0,0,-1--1--1,,1|(207,594)|
1,55,18,14,1,0,0,0,0,0,0,-1--1--1,,1|(286,672)|
1,56,37,8,0,1,0,0,0,0,0,-1--1--1,,1|(497,714)|
1,57,38,9,0,1,0,0,0,0,0,-1--1--1,,1|(758,308)|
1,58,6,9,1,0,0,0,0,0,0,-1--1--1,,1|(762,350)|
1,59,7,6,0,0,0,0,0,0,0,-1--1--1,,1|(767,524)|
1,60,4,6,2,0,0,0,0,0,0,-1--1--1,,1|(729,506)|
1,61,8,18,1,0,0,0,0,0,0,-1--1--1,,1|(453,740)|
1,62,13,18,1,0,0,0,0,0,0,-1--1--1,,1|(302,749)|
1,63,34,25,1,0,0,0,0,0,0,-1--1--1,,1|(544,315)|
1,64,32,31,4,0,0,22,0,0,0,-1--1--1,,1|(435,325)|
1,65,32,17,68,0,0,22,0,0,0,-1--1--1,,1|(371,325)|
1,66,34,33,2,0,0,0,0,0,0,-1--1--1,,1|(421,374)|
1,67,17,33,2,0,0,0,0,0,0,-1--1--1,,1|(352,369)|
1,68,17,15,2,0,0,0,0,0,0,-1--1--1,,1|(235,357)|
1,69,17,34,2,0,0,0,0,0,0,-1--1--1,,1|(334,468)|
1,70,14,16,2,0,0,0,0,0,0,-1--1--1,,1|(338,600)|
1,71,16,34,2,0,0,0,0,0,0,-1--1--1,,1|(443,528)|
1,72,35,33,2,0,0,0,0,0,0,-1--1--1,,1|(383,317)|
1,73,39,34,1,0,0,0,0,0,0,-1--1--1,,1|(499,481)|
1,74,4,25,2,0,0,0,0,0,0,-1--1--1,,1|(625,418)|
1,75,18,25,2,0,0,0,0,0,0,-1--1--1,,1|(671,643)|
1,76,14,4,1,0,0,0,0,0,0,-1--1--1,,1|(406,601)|
1,77,19,34,2,0,0,0,0,0,0,-1--1--1,,1|(378,520)|
1,78,1,16,1,0,0,0,0,0,0,-1--1--1,,1|(304,576)|
1,79,3,4,1,0,0,0,0,0,0,-1--1--1,,1|(577,571)|
10,80,on office service capacity,236,800,68,26,8,2,0,3,-1,0,0,0,128-128-128,0-0-0,|14|B|128-128-128
1,81,80,18,1,0,0,0,0,0,0,-1--1--1,,1|(328,795)|
10,82,CUSTOMER ords,95,90,58,22,8,2,0,3,-1,0,0,0,128-128-128,0-0-0,|14|B|128-128-128
1,83,82,29,0,0,0,0,0,0,0,-1--1--1,,1|(145,137)|
10,84,a customer ords,204,64,53,25,8,2,0,3,-1,0,0,0,192-192-192,0-0-0,|14|B|192-192-192
1,85,84,29,1,0,0,0,0,64,0,-1--1--1,,1|(248,120)|
10,86,Time,73,189,40,20,8,2,0,3,-1,0,0,0,192-192-192,0-0-0,|14|B|192-192-192
1,87,86,29,0,0,0,0,0,0,0,-1--1--1,,1|(130,191)|
10,88,TTUP,484,290,25,15,8,3,0,0,0,0,0,0
10,89,TTDN,456,248,27,13,8,3,0,0,0,0,0,0
1,90,89,35,0,0,0,0,0,64,0,-1--1--1,,1|(415,254)|
1,91,88,35,0,0,0,0,0,64,0,-1--1--1,,1|(430,281)|
1,92,17,35,1,1,0,0,0,64,0,-1--1--1,,1|(310,291)|
1,93,34,35,1,1,0,0,0,64,0,-1--1--1,,1|(458,325)|
1,94,30,15,1,0,0,0,0,64,0,-1--1--1,,1|(96,395)|
1,95,24,15,1,0,0,0,0,64,0,-1--1--1,,1|(186,276)|
\\\---/// Sketch information - do not modify anything except names
V300  Do not put anything below this section - it will be ignored
*Labor
$0,0,Times New Roman|12||0-0-0|0-0-0|0-0-0|-1--1--1|-1--1--1
10,1,T TO CANCEL VACANCIES,116,180,61,20,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
10,2,T FOR TURNOVER,721,190,51,19,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
10,3,FRAC EP FOR TRAINING,593,70,51,26,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
10,4,INITIAL EXPERIENCED PERSONNEL,622,386,159,12,0,3,1,58,-1,0,0,0,-1--1--1,0-0-0,Helvetica|14|B|0-0-0
10,5,indicated labor order rate,102,450,43,22,8,3,0,0,0,0,0,0
10,6,T FOR EXPERIENCE,470,200,52,21,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
10,7,effect of fatigue on turnover,729,426,56,26,8,2,0,35,0,0,0,0,128-128-128,0-0-0,Helvetica|14|B|128-128-128
10,8,Vacancies,185,261,40,20,3,3,0,0,0,0,0,0
11,9,1340,494,265,4,8,34,3,0,0,1,0,0,0
10,10,experience rate,494,293,44,20,40,3,0,0,0,0,0,0
12,11,48,22,261,8,8,0,3,0,0,-1,0,0,0
12,12,48,789,265,8,8,0,3,0,0,-1,0,0,0
10,13,INITIAL ROOKIES,426,361,67,11,0,3,1,0,-1,0,0,0
10,14,effect of qp on turnover,818,394,46,24,8,2,0,35,0,0,0,0,128-128-128,0-0-0,Helvetica|14|B|128-128-128
10,15,T TO ADJUST LABOR,293,484,39,30,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
10,16,Rookies,386,265,40,20,3,3,0,0,0,0,0,0
10,17,total labor,494,394,27,19,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BI|0-0-0
10,18,Experienced Personnel,614,264,48,20,3,3,0,0,0,0,0,0
10,19,ROOKIES' EFFECTIVENESS,409,53,75,35,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
10,20,effective labor fraction,506,146,55,22,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BI|0-0-0
10,21,Time,405,541,26,11,0,2,1,3,-1,0,0,0,128-128-128,0-0-0,|14|B|128-128-128
10,22,labor correction,476,464,40,20,8,3,0,0,0,0,0,0
10,23,desired vacancies,366,425,40,20,8,3,0,0,0,0,0,0
10,24,vacancies correction,205,414,40,20,8,3,0,0,0,0,0,0
10,25,HIRING DELAY,331,339,37,21,8,3,0,32,0,0,0,0,0-0-0,0-0-0,Helvetica|14|BU|0-0-0
11,26,1356,86,261,4,8,34,3,0,0,1,0,0,0
10,27,labor order rate,86,289,40,20,40,3,0,0,0,0,0,0
11,28,1372,282,265,4,8,34,3,0,0,1,0,0,0
10,29,hiring rate,282,289,24,15,40,3,0,0,0,0,0,0
11,30,1260,710,265,4,8,34,3,0,0,1,0,0,0
10,31,turnover rate,710,293,40,20,40,3,0,0,0,0,0,0
10,32,Desired Labor,672,530,36,19,8,2,0,3,0,0,0,0,128-128-128,0-0-0,|14|B|128-128-128
1,33,29,8,1,1,0,0,0,0,0,-1--1--1,,1|(246,285)|
1,34,27,8,0,1,0,0,0,0,0,-1--1--1,,1|(128,277)|
1,35,29,16,0,1,0,0,0,0,0,-1--1--1,,1|(319,280)|
1,36,10,16,0,1,0,0,0,0,0,-1--1--1,,1|(444,280)|
1,37,10,18,0,1,0,0,0,0,0,-1--1--1,,1|(545,280)|
1,38,6,10,1,0,0,0,0,0,0,-1--1--1,,1|(518,248)|
1,39,16,10,1,0,0,0,0,0,0,-1--1--1,,1|(434,308)|
1,40,25,23,1,0,0,0,0,0,0,-1--1--1,,1|(374,386)|
1,41,15,22,1,0,0,0,0,0,0,-1--1--1,,1|(378,523)|
1,42,17,22,1,0,0,0,0,0,0,-1--1--1,,1|(486,438)|
1,43,23,24,1,0,0,0,0,0,0,-1--1--1,,1|(290,418)|
1,44,15,24,1,0,0,0,0,0,0,-1--1--1,,1|(242,474)|
1,45,8,24,1,0,0,0,0,0,0,-1--1--1,,1|(210,382)|
1,46,16,17,1,0,0,0,0,0,0,-1--1--1,,1|(445,386)|
1,47,18,17,1,0,0,0,0,0,0,-1--1--1,,1|(569,370)|
1,48,28,16,4,0,0,22,0,0,0,-1--1--1,,1|(316,265)|
1,49,28,8,100,0,0,22,0,0,0,-1--1--1,,1|(251,265)|
1,50,9,18,4,0,0,22,0,0,0,-1--1--1,,1|(532,265)|
1,51,9,16,100,0,0,22,0,0,0,-1--1--1,,1|(458,265)|
1,52,26,8,4,0,0,22,0,0,0,-1--1--1,,1|(117,261)|
1,53,26,11,68,0,0,22,0,0,0,-1--1--1,,1|(56,261)|
1,54,30,12,4,0,0,22,0,0,0,-1--1--1,,1|(747,265)|
1,55,30,18,100,0,0,22,0,0,0,-1--1--1,,1|(684,265)|
1,56,18,31,1,0,0,0,0,0,0,-1--1--1,,1|(674,301)|
1,57,2,31,2,0,0,0,0,0,0,-1--1--1,,1|(746,248)|
1,58,14,31,1,0,0,0,0,0,0,-1--1--1,,1|(769,289)|
1,59,7,31,1,0,0,0,0,0,0,-1--1--1,,1|(750,317)|
1,60,16,20,2,0,0,0,0,0,0,-1--1--1,,1|(438,147)|
1,61,18,20,2,0,0,0,0,0,0,-1--1--1,,1|(609,201)|
1,62,19,20,1,0,0,0,0,0,0,-1--1--1,,1|(443,112)|
1,63,3,20,0,0,0,0,0,0,0,-1--1--1,,1|(552,105)|
1,64,8,29,2,0,0,0,0,0,0,-1--1--1,,1|(230,305)|
1,65,25,29,2,0,0,0,0,0,0,-1--1--1,,1|(326,292)|
1,66,24,5,1,0,0,0,0,0,0,-1--1--1,,1|(170,457)|
1,67,5,27,1,0,0,0,0,0,0,-1--1--1,,1|(74,320)|
1,68,8,27,2,0,0,0,0,0,0,-1--1--1,,1|(170,305)|
1,69,1,27,2,0,0,0,0,0,0,-1--1--1,,1|(117,256)|
1,70,32,22,1,0,0,0,0,0,0,-1--1--1,,1|(556,515)|
10,71,INITIAL VACANCIES,158,128,40,20,8,3,1,0,0,0,0,0
10,72,desired hiring,462,579,40,20,8,3,0,0,0,0,0,0
1,73,31,77,1,0,0,0,0,64,0,-1--1--1,,1|(647,373)|
1,74,72,23,1,0,0,0,0,64,0,-1--1--1,,1|(385,510)|
1,75,22,72,1,0,0,0,0,64,0,-1--1--1,,1|(470,549)|
1,76,72,5,1,0,0,0,0,64,0,-1--1--1,,1|(270,584)|
10,77,replacement rate,619,434,54,15,8,3,0,0,0,0,0,0
1,78,77,72,1,0,0,0,0,64,0,-1--1--1,,1|(570,544)|
1,79,32,77,1,0,0,0,0,64,0,-1--1--1,,1|(672,475)|
1,80,17,77,1,0,0,0,0,64,0,-1--1--1,,1|(530,433)|
\\\---/// Sketch information - do not modify anything except names
V300  Do not put anything below this section - it will be ignored
*Service Capacity
$0,0,Helvetica|12||0-0-0|0-0-0|0-0-0|-1--1--1|-1--1--1
10,1,NTA,63,247,19,7,8,3,0,0,0,0,0,0
10,2,absenteeism,209,229,52,8,8,3,0,0,0,0,0,0
10,3,PER,56,202,23,8,8,3,0,0,0,0,0,0
10,4,HWE,346,287,21,10,0,3,0,0,-1,0,0,0
10,5,on office service capacity,174,331,74,26,8,3,0,0,0,0,0,0
1,6,3,2,0,0,0,0,0,0,0,-1--1--1,,1|(114,212)|
1,7,1,2,0,0,0,0,0,0,0,-1--1--1,,1|(112,240)|
1,8,4,2,0,0,0,0,0,0,0,-1--1--1,,1|(282,260)|
1,9,2,5,1,0,0,0,0,0,0,-1--1--1,,1|(206,284)|
1,10,28,5,1,0,0,0,0,0,0,-1--1--1,,1|(167,396)|
1,11,4,5,1,0,0,0,0,0,0,-1--1--1,,1|(290,326)|
10,12,T TO ADJUST DL,654,276,58,22,8,3,0,0,0,0,0,0
10,13,Desired Labor,483,220,40,20,3,3,0,0,0,0,0,0
10,14,INITIAL P ELF,671,485,51,10,0,3,0,0,-1,0,0,0
10,15,desired service capacity,660,148,66,22,8,2,0,3,0,0,0,0,128-128-128,0-0-0,|14|B|128-128-128
10,16,T TO PERCEIVE LP,700,378,60,28,8,3,0,0,0,0,0,0
10,17,Perceived Labor Productivity,499,365,50,23,3,3,0,0,0,0,0,0
1,18,16,17,0,0,0,0,0,0,0,-1--1--1,,1|(601,372)|
1,19,12,13,0,0,0,0,0,0,0,-1--1--1,,1|(566,247)|
10,20,a absenteeism,207,126,54,15,8,2,0,3,-1,0,0,0,192-192-192,0-0-0,|14|B|192-192-192
10,21,Time,296,143,40,20,8,2,0,3,-1,0,0,0,192-192-192,0-0-0,|14|B|192-192-192
1,22,21,2,0,0,0,0,0,0,0,-1--1--1,,1|(251,187)|
1,23,20,2,0,0,0,0,0,64,0,-1--1--1,,1|(207,173)|
1,24,15,13,0,0,0,0,0,0,0,-1--1--1,,1|(571,183)|
1,25,4,13,0,0,0,0,0,0,0,-1--1--1,,1|(398,261)|
1,26,17,13,0,0,0,0,0,0,0,-1--1--1,,1|(491,297)|
1,27,4,17,0,0,0,0,0,0,0,-1--1--1,,1|(402,316)|
10,28,total labor,213,416,40,20,8,2,0,3,-1,0,0,0,192-192-192,0-0-0,|14|B|192-192-192
1,29,28,17,0,0,0,0,0,0,0,-1--1--1,,1|(344,392)|
10,30,service capacity,498,469,40,20,8,2,0,3,-1,0,0,0,128-128-128,0-0-0,|14|B|128-128-128
1,31,30,17,0,0,0,0,0,0,0,-1--1--1,,1|(498,425)|
\\\---/// Sketch information - do not modify anything except names
V300  Do not put anything below this section - it will be ignored
*Quality
$0,0,Helvetica|12||0-0-0|0-0-0|0-0-0|-1--1--1|-1--1--1
10,1,delivered quality,361,252,48,28,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BIU|0-0-0
10,2,T TO ADJUST CE,488,172,59,24,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BU|0-0-0
10,3,T FOR MGMT TO PERCEIVE,682,427,90,41,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BU|0-0-0
10,4,quality pressure,380,515,42,21,8,3,0,0,0,0,0,0
10,5,Mgmt Quality Goal,748,520,58,33,8,3,0,0,0,0,0,0
10,6,Emp Perception Of Quality,497,342,48,24,3,3,0,0,0,0,0,0
10,7,Emp Quality Expectation,449,586,49,21,3,3,0,0,0,0,0,0
10,8,OMEGA E,609,639,39,11,0,3,0,16,-1,0,0,0,-1--1--1,0-0-0,|14|BU|0-0-0
10,9,time per order,265,332,46,17,8,2,0,59,0,0,0,0,128-128-128,0-0-0,Helvetica|14|B|128-128-128
10,10,effect of qp on to,205,574,40,20,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BIU|0-0-0
10,11,Cust Service Expectations,337,136,52,24,3,3,0,0,0,0,0,0
10,12,TPO ON DQ GRAPH,345,320,40,20,8,3,1,0,0,0,0,0
10,13,QP ON TO GRAPH,177,416,40,20,8,3,1,0,0,0,0,0
10,14,T TO ADJUST QS,376,666,48,30,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BU|0-0-0
10,15,T FOR EMP TO PERCEIVE,333,406,52,30,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BU|0-0-0
10,16,CUST EXPECTATION REFERENCE,131,118,66,35,8,3,0,16,0,0,0,0,-1--1--1,0-0-0,|14|BU|0-0-0
10,17,OMEGA C,145,286,40,11,0,3,0,16,0,0,0,0,-1--1--1,0-0-0,|14|BU|0-0-0
10,18,indicated quality standard,600,541,55,23,8,3,0,0,0,0,0,0
10,19,Mgmt Perception Of Quality,606,274,52,24,3,3,0,0,0,0,0,0
10,20,GAMMA,188,665,31,12,8,3,0,0,0,0,0,0
10,21,effect of qp on turnover,213,466,49,36,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BIU|0-0-0
10,22,indicated customer service expectations,230,204,67,29,8,3,0,0,0,0,0,0
10,23,Cust Perception Of Quality,736,273,52,23,3,3,0,0,0,0,0,0
10,24,T TO PERCEIVE CUST REPORT ON QUALITY,747,126,77,47,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BU|0-0-0
10,25,INITIAL QS,486,750,52,30,8,3,0,58,0,0,0,0,-1--1--1,0-0-0,Helvetica|14|BU|0-0-0
10,26,initial perception of quality,534,99,52,24,8,3,0,0,0,0,0,0
10,27,INITIAL DTO,409,78,54,10,0,2,1,3,-1,0,0,0,128-128-128,0-0-0,|14|B|128-128-128
1,28,11,1,1,0,0,0,0,0,0,-1--1--1,,1|(393,216)|
1,29,4,10,1,0,0,0,0,0,0,-1--1--1,,1|(253,532)|
1,30,1,19,1,0,0,0,0,0,0,-1--1--1,,1|(461,233)|
1,31,3,19,1,0,0,0,0,0,0,-1--1--1,,1|(659,321)|
1,32,6,18,1,0,0,0,0,0,0,-1--1--1,,1|(594,474)|
1,33,5,18,1,0,0,0,0,0,0,-1--1--1,,1|(692,565)|
1,34,8,18,1,0,0,0,0,0,0,-1--1--1,,1|(590,608)|
1,35,14,7,1,0,0,0,0,0,0,-1--1--1,,1|(448,634)|
1,36,18,7,1,0,0,0,0,0,0,-1--1--1,,1|(527,530)|
1,37,7,4,1,0,0,0,0,0,0,-1--1--1,,1|(369,554)|
1,38,6,4,1,0,0,0,0,0,0,-1--1--1,,1|(436,496)|
1,39,15,6,0,0,0,0,0,0,0,-1--1--1,,1|(410,375)|
1,40,1,6,1,0,0,0,0,0,0,-1--1--1,,1|(435,276)|
1,41,1,23,1,0,0,0,0,0,0,-1--1--1,,1|(636,229)|
1,42,24,23,1,0,0,0,0,0,0,-1--1--1,,1|(755,241)|
1,43,12,1,0,1,0,0,0,0,0,-1--1--1,,1|(349,296)|
1,44,13,21,0,1,0,0,0,0,0,-1--1--1,,1|(192,438)|
1,45,9,1,1,0,0,0,0,0,0,-1--1--1,,1|(301,268)|
1,46,9,22,2,0,0,0,0,0,0,-1--1--1,,1|(221,240)|
1,47,2,11,2,0,0,0,0,0,0,-1--1--1,,1|(409,128)|
1,48,16,22,1,0,0,0,0,0,0,-1--1--1,,1|(141,207)|
1,49,17,22,0,0,0,0,0,0,0,-1--1--1,,1|(172,258)|
1,50,22,11,2,0,0,0,0,0,0,-1--1--1,,1|(273,144)|
1,51,6,21,2,0,0,0,0,0,0,-1--1--1,,1|(335,477)|
1,52,20,10,0,0,0,0,0,0,0,-1--1--1,,1|(194,630)|
1,53,16,26,1,1,0,0,0,0,0,-1--1--1,,1|(323,83)|
1,54,27,26,0,1,0,0,0,0,0,-1--1--1,,1|(465,87)|
1,55,12,26,1,1,0,0,0,0,0,-1--1--1,,1|(535,178)|
///---\\\
:L<%^E!@
9:test
13:DATA.vdf,
15:0,0,0,0,0,0
19:100,0
27:2,
4:Time
5:effective labor fraction
24:0
25:0
26:0