SimulationArrival Interval Distribution Random Number Lower LimitR.docx

SimulationArrival Interval Distribution Random Number Lower
LimitRange Upper LimitArrival Gap
MinuteProbability0.1301010.23113120.27325330.19547340.157
48950.0990996Service Time Distribution Random Number
Lower LimitRange Upper LimitService Time
(minutes)Probability0.1901910.17203820.16395630.15577340.1
1748650.08879660.0397997Customer NumberRandom
NumberArrival GapRandom NumberService TimeArrive
TimeService StartService EndTime in SystemTime on HoldTime
Server IdlePercent UtilizationSummary for This Trial Run
Average:maximums198672794339052482265430657547273891
129448110299811857112992313455514962152813
Grand Canyon University
American Psychological Association [APA] Style Guide for
WritingIntroduction
Students of Grand Canyon University (GCU) are required to use
the guidelines provided by the Publication Manual of the
American Psychological Association (6th ed.) for preparing
written assignments, except where otherwise noted. GCU has
made APA templates and other resources available within the
Student Success Center; therefore, students are not required to
purchase the APA manual.
PLEASE NOTE:
The curriculum materials (Syllabus, Lectures/Readings,
Resources, etc.) created and provided by GCU in the online or
Web-enhanced modalities are prepared using an editorial format
that relies on APA as a framework but that modifies some
formatting criteria to better suit the nature and purpose of
instructional materials. Students and faculty are advised that
GCU course materials do not adhere strictly to APA format and
should not be used as examples of correct APA format when
preparing written work for class.
APA Format and Style

General
Academic writing, which is independent thought supported by
reliable and relevant research, depends on the ability to
integrate and cite the sources that have been consulted. Use
APA style for all references, in-text citations, formatting, etc.
Write in first- and second-person sparingly, if ever. This means,
avoid using I, we, and you; instead, use he, she, and they. Do
not use contractions.Paper Format
1) Use standard-sized paper of 8.5″ x 11″.
2) Margins should be 1″ all around (top, bottom, left, right).
3) Use Times New Roman 12-point font.
4) For emphasis, use italics (not quotation marks, bold, etc.).
5) Double-space.
6) Align the text flush left. Organization
The basic organization of an APA-style paper includes the title
page, abstract, body, and reference section, though students are
encouraged to follow any specific directions given in their
Overview assignment.
Title Page
The title page includes four elements that should be centered in
the middle of the page: title, author byline, institutional
affiliation followed by the course prefix and number (e.g.,
Grand Canyon University: PSY 351), and date of submission.
Please note that even though APA does not require the date on a
title page, it is a requirement for GCU papers.
Being the first page, the title page is where to set up your page
header, which includes the running head and the page number.
The running head—an abbreviated title that is a maximum of 50
characters—should appear flush left in all uppercase letters in
the header on all pages. Page numbers should be in the header,
flush right.
To format your running head and page numbers in Microsoft
Word 2010, click InsertHeader Blank. In the header box that
shows up, type Running head: ABBREVIATED TITLE HERE.
After the title, tab over till the cursor is at the right margin,

highlight the space, and click InsertPage Number and select
Current PositionPlain Number.
Abstract
The abstract covers the main points of the paper and is not
always required in a GCU writing assignment. Read the
assignment instructions carefully to determine whether the
assignment requires an abstract or not.
1) Abstract is page 2 of the assignment.
2) The word Abstract should be centered at the top of the page.
3) As per GCU policy, the abstract should not exceed 120
words.
4) Do not indent the abstract paragraph.
Body
The body will contain all of the author's main points as well as
detailed and documented support for those ideas.
1) The body begins on its own page.
2) The title of the paper should be centered at the top of the
first page of the body, in initial caps.
3) The introduction follows the title, but is not labeled.
4) Use headings to separate sections of the paper, but none of
the sections should start their own page. The first level of
heading is centered and bolded with each word of four letters or
more capitalized (see template for an example). The second
level of heading (subheading) is flush left and bolded, with each
word of four letters or more capitalized. Note that not all papers
will have headings or subheadings in them. APA dictates that
you should avoid having only one subsection heading and
subsection within a section. In other words, use at least two
subheadings under a main heading, or do not use any at all.
References
The references page will contain a list of all sources actually
cited in the paper.
1) This should start its own page.

2) The word References, though not in italics, is centered at the
top of the page.
3) Include all, any, and only sources that were actually cited in
the paper.
4) Arrange the sources in alphabetical order using the authors'
last names.
Style, Punctuation, and Mechanics
Numbers
1) Use numerals for numbers 10 and above (12 of the subjects);
for numbers above and below 10 grouped for comparison (2 of
16 responses); for numbers representing times, dates,
measurements, and ages (2-year-olds, 2 hr 15 min); for statistics
and percentages (multiplied by 5, 5% of the sample); and for
numbers denoting a specific place in a series, book, or table
(Table 3, Group 3, page 32).
2) Spell out numbers below 10 that do not represent precise
measurements (eight items, nine pages); for numbers beginning
a sentence, title, or heading (Forty-eight people responded. Ten
subjects improved.); for common fractions (one fifth of the
class); and for approximations of numbers of days, months, and
years (about three months ago).
Acronyms
An acronym uses the first letter of each word in a name or title.
1) Acronyms must be spelled out completely on initial
appearance in text. The abbreviation or acronym should appear
in parentheses after that initial spelling out.
Example:
The No Child Left Behind Act (NCLB) had a profound impact
on public education in the United States. The NCLB was an
initiative of President George W. Bush in 2002.
Spelling and Word Usage
Use Merriam-Webster's Collegiate Dictionary as a default for
spelling words. The dictionary can also be used as a resource

for hyphenation, capitalization, etc.
In-Text Punctuation
1) According to the American Psychological Association (APA),
one space after terminal punctuation is considered correct for
papers submitted for a grade.
2) Use ellipses when omitting material within a quote.
3) Place a comma after the penultimate word in a series. For
example: Your books, ball, and bat are under the bed.
4) If a compound word is not in Merriam-Webster's Collegiate
Dictionary, use hyphens for clarity rather than omit them.
5) Hyphenate compound adjectives that precede the noun they
modify, except when the first word of the compound is an
adverb ending in -ly. For example: role-playing technique, two-
way analysis, middle-class families, widely used method
6) Do not hyphenate a compound adjective if its meaning is
established or it cannot be misread. For example: grade point
average, health care management
7) See page 98 of the APA Manual for further rules on
hyphenation.
Initial Capitalization
1) Capitalize all words of four or more letters in titles (books,
articles, etc.) used in text. This rule does not apply within the
References section, except for the titles of periodicals.
2) Capitalize proper nouns and names.In-Text Citations
In-text citations are used in the body of a paper to show which
sources a student used for particular material.
When you use material from a source, you need to document
that source by using a citation and reference note. All
quotations, paraphrases, and summaries must be referenced.
Using material from a source without citing that source is
considered plagiarism; please reference GCU's policy on
Plagiarism in the University Policy Handbook.
Citation Rules

1) In-text citations should note the author information, plus the
publication year.
2) For a work by one author, cite last name followed by year on
every reference. This citation can be placed at the end of the
sentence, or it can be incorporated into the grammatical
structure of the sentence.
Examples:
Researchers have concluded that food and comfortable setting
were more important than games available to most students
(Liu, 1999).
According to Liu (1999), researchers have concluded that food
and comfortable setting were more important than games
available to most students.
3) For a work by two authors, cite both last names followed by
year on every reference.
Examples:
(Walker & Allen, 2004)
According to Walker and Allen (2004)...
4) For a work by three to five authors, cite all last names
followed by year on first reference, and the first author's last
name followed by et al. and year upon subsequent references.
Examples:
(Bradley, Ramirez, Soo, & Walsh, 2006)
(Bradley et al., 2006)
5) For a work by six or more authors, cite last name of the first
author followed by et al. and the year on all references.
Examples:
(Wasserstein et al., 2005)
According to Wasserstein et al. (2005)…
6) If no author exists for the source, use the first few words of
the title.
Example:
Students were more concerned about having a place to socialize
with other students than about all-out competition ("Philosophy
and the Science," 2001).
7) When referencing the Bible, cite the book, chapter number,

and verse number(s) (starting and ending). The first time the
Bible is cited in the paper, also include the version used. This
system of citation for the Bible is sufficient and requires no
reference note for the Bible on the References page.
Examples:
· Citing the Bible, first reference: Use book, chapter, verse,
and version (Luke 2:16-20 King James Version).
· Citing the Bible, subsequent references: Use only book,
chapter, and verse (Luke 2:16-20).
8) If the material is a direct quote, the page or paragraph
number of the source should immediately follow.
Examples:
"Ethics examines moral values and the standards of ethical
behavior"
(Ornstein et al., 2008, p. 162).
Basu and Jones (2007) went so far as to suggest the need for a
new "intellectual framework in which to consider the nature and
form of regulation in cyberspace"
(para. 4).
9) Quotations with 40 or more words should be in block format.
a. Omit the encompassing quotation marks.
b. Start a block quote on a new line.
c. Indent the entire block 0.5 inches from the left margin (in the
same position as a new paragraph)
d. Additional paragraphs within a block quote should have the
first line indented an additional 0.5 inches.
e. The in-text citation for a block quote is placed outside the
final punctuation for the quote.
f. Double space.
Sample Paragraph With In-Text Citations
Liu and Berry (1999) conducted a survey of college campuses to
determine the best design for a student lounge. They concluded
that food and comfortable seating were more important than

games available to most students. Students were more
concerned about having a place to socialize with other students
than about all-out competition. In fact, they continue,
arcade games could be a turn-off for some students because they
did not want to compete with the noise to talk. These same
students said that they would prefer to have a place where they
could study and casually socialize at the same time, so seating,
lighting, and noise level were all crucial. (Liu & Berry, 1999, p.
14)
This study and others (Wendell, 1978; Hartford, Herriford, &
Hampshire, 2001; Johnson et al., 2004) confirm that while
having activities is important, students are more drawn to
comfortable multi-purpose environments.
In-Text Citation ExamplesBook Reference:
Ellis, D. (2006). Becoming a master student. Boston, MA:
Houghton Mifflin Company.With a direct quote:
Ellis (2006) notes that "creative thinking is more appropriate in
the early stages of planning and problem solving" (p. 223).
Without a direct quote:
It may be more appropriate to think creatively during earlier
planning and problem-solving stages (Ellis, 2006).
APA References
The reference list should appear at the end of a paper. It
provides the information necessary for a reader to locate and
retrieve any source you cite in the body of the paper. Each
source you cite in the paper must appear in your reference list;
likewise, each entry in the reference list must be cited in your
text.
Your references should begin on a new page separate from the
text of the essay; label this page References (with no quotation
marks, underlining, etc.), centered at the top of the page. The
References page should be double-spaced just like the rest of
your essay.
1) All lines after the first line of each entry in your reference
list should be indented one-half inch from the left margin. This

is called hanging indentation.
2) Invert all authors' names; give surnames and initials for up to
and including seven authors (e.g., Author, A. A., Author B. B.,
Author, C. C.). When authors number eight or more, include the
first six authors' names, then insert three ellipses, and add the
last author's name.
Example:
Gilber, D. G., McClernon, J. F., Rabinovich, N. E., Sugai, C.,
Plath, L. C., Asgaard, G., … Botros, N. (2004). Effects of
quitting smoking on EEG activation and attention. Nicotine and
Tobacco Research, 6, 249-267.
doi:10.1080/14622200410001676305
3) In reference notes for journal articles, include both the
volume and issue numbers if each issue of the journal is
paginated separately (i.e., beings with page 1). If the journal
paginates continuously throughout the volume, then use only the
volume number in the reference note.
4) Reference list entries should be alphabetized by the last name
of the first author of each work.
5) If you have more than one article by the same author, single-
author references or multiple-author references with the exact
same authors in the exact same order are listed in order by the
year of publication, starting with the earliest.
6) When referring to any work that is NOT a journal—such as a
book, article, or Web page title—capitalize only the first letter
of the first word of a title and subtitle, the first word after a
colon or a dash in the title, and proper nouns. Do not capitalize
the first letter of the second word in a hyphenated compound
word.
Reference Examples: Books, Reference Books, and Book
Chapters
Entire Book — Print Version
Format:
Author, A. A. (Year). Title of work. Location: Publisher.
Example:

Daresh, J. C. (2004). Beginning the assistant principalship: A
practical guide for new school administrators. Thousand Oaks,
CA: Corwin.
Electronic Version of a Print Book
Format:
Author, A. A., & Author, B. B. (Year). Title of work. Retrieved
from http://www.xxxxx
Example:
Shotton, M.A. (1989). Computer addiction?A study of computer
dependency [DX Reader version]. Retrieved from
http://www.ebookstore.tandf.co.uk/html/index.asp
Format:
Author, A. A. (Year). Title of work. doi:xxxx
Example:
Schiraldi, G. R. (2001). The post-traumatic stress disorder
sourcebook: A guide to healing, recovery, and growth [Adobe
Digital Editions version]. doi:10.1036/0071393722
Electronic-Only Book
Format:
Author, A. A. (Year). Title of work. Retrieved from
http://www.xxxxx
Example:
O'Keefe, E. (n.d.). Egoism and the crisis in Western values.
Retrieved from
http://www.onlineoriginals.com/showitem.asp?itemID=135
Edited Book
Format:
Editor, A. A. (Ed.). (Year). Title of work. Location: Publisher.
Example:
Feldman, P. R. (Ed.). (1997). British women poets of the
romantic era. Baltimore, MD: Johns Hopkins University.

Chapter in a Book
Format (Print):
Author, A. A., & Author, B. B. (Year). Title of chapter or entry.
In A. A. Editor & B. B. Editor (Eds.), Title of book (pp. xxx-
xxx). Location: Publisher.
Example (Print):
Haybron, D. M. (2008). Philosophy and the science of
subjective well-being. In M. Eid & R. J. Larsen (Eds.), The
science of subjective well-being (pp. 17-43). New York, NY:
Guilford Press.
Format (Online):
xxx). Retrieved from http://www.xxxx
Example (Online):
science of subjective well-being (pp. 17-43). Retrieved from
http://www.science.com/ Philosophy and the science.pdf
Format (Online with DOI):
xxx). doi:xxxxxxx
Example (Online with DOI):
science of subjective well-being (pp. 17-43).
doi:10.1037/10762-000
Multiple Editions of a Book
Format:
Author, A. A. (Year). Title of work (xx ed.). Location:
Publisher.
Example:
Parker, F., & Riley, K. (2004). Linguistics for non-linguists: A

primer with exercises (4th ed.). Boston, MA: Allyn & Bacon.
Entry in an Online Reference Work — Byline Available
Format:
Author, A. A. (Year). Entry title. In B. B. Editor (Ed.), Title of
reference work (xx ed.). Retrieved from http://www.xxxxx
Example:
Graham, G. (2005). Behaviorism. In E. N. Zalta (Ed.), The
Stanford encyclopedia of philosophy (Fall 2007 ed.). Retrieved
from http://plato.stanford.edu/entries/ behaviorism
Entry in an Online Reference Work — No Byline Available
Format:
Entry title. (Year). In Title of reference work (xx ed.).
Retrieved from http://www.xxxx
Example:
Heuristic. (n.d.). In Merriam-Webster's online dictionary (11th
ed.). Retrieved from http://www.m-w.com/dictionary/heuristic
Entry in Reference Work — No Byline
Format:
Entry title. (Year). In A. Editor (Ed.), Title of reference work
(xx ed., Vol. xx, pp. xxx-xxx). Location: Publisher.
Example:
Heuristic. (2007). In J. Smith (Ed.), The book of words (7th ed.,
Vol 3, pp. 65-66). New York, NY: Jones and Lawrence.
Book Written and Published by Organization
Format:
Organization Name. (Year). Title of work. Location: Publisher.
Example:
American Psychological Association. (2001). Publication
manual of the American Psychological Association (5th ed.).
Washington, DC: Author.
Note that the organization is both the publisher and the author,

so the word "Author" is noted in place of the publisher's
name.The Holy Bible
The Bible does not need to be listed on the reference page, but
it does need to be cited in-text. (Refer to in-text citation
rule.)Reference Examples: Periodicals
Journal Article With DOI
Format:
Author, A. A. (Year). Title of article. Journal Title,
Volume(Issue), xxx-xxx. doi:xxxxxx
Example:
Kalpič, B., & Bernus, P. (2006). Business process modeling
through the knowledge management perspective. Journal of
Knowledge Management, 10(3), 40-56.
doi:10.1108/13673270610670849
Journal Article Without DOI and Retrieved From Internet
Format:
Volume(Issue), xxx-xxx. Retrieved from http://www.xxxxxxxx
Example:
Sillick, T. J., & Schutte, N. S. (2006). Emotional intelligence
and self-esteem mediate between perceived early parental love
and adult happiness. E-Journal of Applied Psychology, 2(2), 38-
48. Retrieved from http://ojs.lib.swin.edu.au/index.php/ejap
Journal Article Without DOI and Retrieved From Print Version
Format:
Volume(Issue), xxx-xxx.
Example:
Light, M. A., & Light, I. H. (2008). The geographic expansion
of Mexican immigration in the United States and its
implications for local law enforcement. Law Enforcement
Executive Forum Journal, 8(1), 73-82.Article in a Magazine —

Print
Format:
Author, A. A. (Year, Month). Article title. Magazine Title,
Volume(Issue), xxx-xxx.
Example:
Mehta, P. B. (1998, June). Exploding myths. New Republic,
290(25), 17-19.
Article in a Magazine — Online
Format:
Author, A. A. (Year, Month). Article title. Magazine Title,
Volume(Issue). Retrieved from http://www.homepage
Example:
Clay, R. (2008, June). Science vs. ideology: Psychologists fight
back about the misuse of research. Monitor on Psychology,
39(6). Retrieved from http://www.apa.org/monitor
Article in a Newspaper — Print
Format:
Author, A. A. (Year, Month Day). Article title. Newspaper
Title, pp. xx, xx.
Example:
Schwartz, J. (1993, September 30). Obesity affects economic,
social status. The Washington Post, pp. A1, A4.
Article in Newspaper — Online
Format:
Author, A. A. (Year, Month Day). Article title. Newspaper
Title. Retrieved from http://www.homepage.com
Example:
Brody, J. E. (2007, December 11). Mental reserves keep brain
agile. The New York Times. Retrieved from
http://www.nytimes.com
Report from University or Government Organization, Corporate

Author
Format:
Organization name. (Year). Title of report (Publication No. xx).
Retrieved from http://www.xxxx
Example:
U.S. Department of Health and Human Services, National
Institutes of Health, National Heart, Lung, and Blood Institute.
(2003). Managing asthma: A guide for schools (NIH Publication
No. 02-2650). Retrieved from
http://www.nhlbi.nih.gov/health/prof/asthma/asth_sch.pdf
Authored Report from Nongovernmental Organization
Format:
Author, A. A., & Author, B. B. (Year). Title of report (Research
Report No. xxx). Retrieved from Agency name website:
http://www.xxxxxxxxx
Example:
Kessy, S. S. A., & Urio, F. M. (2006). The contribution of
microfinance institutions to poverty reduction in Tanzania
(Research Report No. 06.3). Retrieved from Research on
Poverty Alleviation website:
http://www.repoa.or.tz/documents_storage/Publications/Reports
/06.3_Kessy_and_Urio.pdf
Web Pages
The basic format for referencing Web pages is as follows:
Format:
Author, A. A. (year). Title of work [format description].
Retrieved from http://URL.
Note: The format description in brackets is used when the
format is something out of the ordinary, such as a blog post or
lecture notes. For other examples of format descriptions, refer
to page 186 of the Publication Manual. If no date is given for
the work, use (n.d.).
Examples:

Author Known
Landis, B. (1996). Carlisle Indian Industrial School
history.Retrieved from http://home.epix.net/~landis/histry.html
Author Unknown
TCA Abu Dhabi launches new Global Destination campaign.
(2016, November 1). Retrieved from
http://www.uaeinteract.com/news/default3.asp?ID=20
Note: Use the article title or Web page title as the first element
of the citation if the author is unavailable.
When discussing an entire website (as opposed to a specific
page on the website), an entry does not appear in the reference
list, but is cited within text as shown in the following sample
sentence:
The International Council of Museums website provides many
links to museums, codes of ethics, and the museum profession
(http://www.icom.org/).
© 2014 Grand Canyon University 1 Last updated:
November 4, 2016
© 2014 Grand Canyon University 16 Last updated:
November 4, 2016
Rubic_Print_FormatCourse CodeClass CodeNRS-430VNRS-
430V-O102CLC - Nursing Theory and Conceptual Model
Presentation150.0CriteriaPercentageUnsatisfactory (0.00%)Less
than Satisfactory (75.00%)Satisfactory (79.00%)Good
(89.00%)Excellent (100.00%)CommentsPoints
EarnedContent100.0%Overview of Nursing Theory and
Evidence for Efficacy of Model in Practice15.0%Overview of
the nursing theory is not presented. Demonstration for support
of the efficacy of the model in nursing practice is omitted. An
explanation of how the theory proves the conceptual model is
not presented.A partial overview of the nursing theory is
presented. Support for the efficacy of the model in nursing
practice is not illustrated; or, evidence provided is not relevant.
An unsupported explanation of how the theory proves the
conceptual model is presented. There are significant

inaccuracies. More information is neededA summary of the
nursing theory is presented. General support for the efficacy of
the model in nursing practice is presented, but more evidence is
needed for support. A general explanation of how the theory
proves the conceptual model is presented. There are some
inaccuracies. An overview of the nursing theory is presented.
Support for the efficacy of the model in nursing practice is
presented. An explanation of how the theory proves the
conceptual model is presented. There are minor inaccuracies.
Some evidence or rationale is needed for support.A detailed
overview of the nursing theory is presented. Support for the
efficacy of the model in nursing practice is strongly
demonstrated. A detailed explanation of how the theory proves
the conceptual model is presented. Incorporation of Four
Metaparadigm Concepts Into Nursing Theory10.0%Explanation
of how the nursing theory incorporates the four metaparadigm
concepts is omitted.A partial explanation of how the nursing
theory incorporates the four metaparadigm concepts is
presented. There are inaccuracies. More information is
needed.A summary of how the nursing theory incorporates the
four metaparadigm concepts is presented. There are some
inaccuracies. More information or detail is needed. An
explanation of how the nursing theory incorporates the four
metaparadigm concepts is presented. Some detail is needed for
clarity. Overall, the explanation provides sound support. A
through explanation of how the nursing theory incorporates the
four metaparadigm concepts is presented. Compelling evidence
is provided for support. Evidence-Based Examples to
Demonstrate That the Nursing Theory Supports Nursing
Practice15.0%No examples are provided to demonstrate how the
nursing theory supports nursing practice. The three examples
used are not evidence-based, or they do not demonstrate how
the nursing theory supports nursing practice.Only one or two
examples are provided. Only one example is evidence-based.
The examples provided do not fully demonstrate how the
nursing theory supports nursing practice.Three examples are

provided. At least two examples are evidence-based. The
examples provided generally demonstrate how the nursing
theory supports nursing practice. More relevant examples are
needed. Three evidence-based examples are provided. Overall,
the examples are relevant and demonstrate how the nursing
theory supports nursing practice. Some additional evidence or
rationale is required to fully demonstrate support.Three
evidence-based examples are provided. The examples are
relevant and clearly demonstrate how the nursing theory
supports nursing practice. Strong rationale and evidence are
offered that demonstrate support for each example.Presentation
of Content40.0%The content lacks a clear point of view and
logical sequence of information. Little persuasive information is
included. Sequencing of ideas is unclear.The content is vague in
conveying a point of view and does not create a strong sense of
purpose. Some persuasive information is included.The
presentation slides are generally competent, but ideas may show
some inconsistency in organization or in their relationships to
each other.The content is written with a logical progression of
ideas and supporting information exhibiting a unity, coherence,
and cohesiveness. Persuasive information from reliable sources
is included.The content is written clearly and concisely. Ideas
universally progress and relate to each other. The project
includes motivating questions and advanced organizers. The
project gives the audience a clear sense of the main
idea.Layout5.0%The layout is cluttered, confusing, and does not
use spacing, headings, and subheadings to enhance the
readability. The text is extremely difficult to read with long
blocks of text, small point size for fonts, and inappropriate
contrasting colors. Poor use of headings, subheadings,
indentations, or bold formatting is evident.The layout shows
some structure, but appears cluttered and busy or distracting
with large gaps of white space or a distracting background.
Overall readability is difficult due to lengthy paragraphs, too
many different fonts, dark or busy background, overuse of bold,
or lack of appropriate indentations of text.The layout uses

horizontal and vertical white space appropriately. Sometimes
the fonts are easy to read, but in a few places the use of fonts,
italics, bold, long paragraphs, color, or busy background
detracts and does not enhance readability. The layout
background and text complement each other and enable the
content to be easily read. The fonts are easy to read and point
size varies appropriately for headings and text.The layout is
visually pleasing and contributes to the overall message with
appropriate use of headings, subheadings, and white space. Text
is appropriate in length for the target audience and to the point.
The background and colors enhance the readability of the
text.Language Use and Audience Awareness (includes sentence
construction, word choice, etc.)5.0%Inappropriate word choice
and lack of variety in language use are evident. Writer appears
to be unaware of audience. Use of primer prose indicates writer
either does not apply figures of speech or uses them
inappropriately.Some distracting inconsistencies in language
choice (register) or word choice are present. The writer exhibits
some lack of control in using figures of speech appropriately.
Language is appropriate to the targeted audience for the most
part.The writer is clearly aware of audience, uses a variety of
appropriate vocabulary for the targeted audience, and uses
figures of speech to communicate clearly.The writer uses a
variety of sentence constructions, figures of speech, and word
choice in distinctive and creative ways that are appropriate to
purpose, discipline, and scope.Mechanics of Writing (includes
spelling, punctuation, grammar, language use)5.0%Slide errors
are pervasive enough that they impede communication of
meaning.Frequent and repetitive mechanical errors distract the
reader.Some mechanical errors or typos are present, but they are
not overly distracting to the reader.Slides are largely free of
mechanical errors, although a few may be present.Writer is
clearly in control of standard, written, academic
English.Documentation of Sources (citations, footnotes,
references, bibliography, etc., as appropriate to assignment and
style)5.0%Sources are not documented.Documentation of

sources is inconsistent or incorrect, as appropriate to
assignment and style, with numerous formatting errors.Sources
are documented, as appropriate to assignment and style,
although some formatting errors may be present.Sources are
documented, as appropriate to assignment and style, and format
is mostly correct. Sources are completely and correctly
documented, as appropriate to assignment and style, and format
is free of error.Total Weightage100%
Simulation Case Study:
Phoenix Boutique Hotel Group
Phoenix Boutique Hotel Group (PBHG) was founded in 2007 by
Bree Bristowe. Having worked for several luxury resorts,
Bristowe decided to pursue her dream of owning and operating a
boutique hotel. Her hotel, which she called PHX, was located in
an area that included several high-end resorts and business
hotels. PHX filled a niche market for “modern travelers looking
for excellent service and contemporary design without the
frills.” Since opening PHX, Bristowe has invested, purchased,
or renovated three other small hotels in the Phoenix
metropolitan area: Canyon Inn PHX, PHX B&B, and The PHX
Bungalows.
One of the customer service enhancements Bristowe has
implemented is a centralized, toll-free reservation system.
Although many customers book specific hotels online, the
phone reservation system enables PBHG to find the best
reservation match at all properties. It has been an excellent
option for those customers who have preferences regarding the
type of room, amenity options, and the best price across the four
hotel locations.
Currently, three agents are on staff for the 6 a.m. to 2 p.m. call
shift. The time between calls during this shift is represented in

Table 1. The time to process reservation requests during this
shift is in Table 2.
Table 1: Incoming Call Distribution
Time Between Calls (Minutes)
Probability
1
0.13
2
0.23
3
0.27
4
0.19
5
0.15
6
0.09
Table 2: Service Time Distribution
Time to Process Customer Inquiries (Minutes)
Probability
1
0.19
2
0.17
3
0.16
4
0.15
5
0.11
6
0.08
7
0.03
Bristowe wants to ensure customers are not on hold for longer

than 2 minutes. She is debating hiring additional staff for this
shift based on the available data. Additionally, Bristowe and
PBHG will soon be featured in a national travel magazine with a
circulation of over a million subscriptions. Bristowe is worried
that the current operators may not be able to handle the increase
in reservations. The projected increase for call distribution is
represented in Table 3.
Table 3: Incoming Call Distribution
Time Between Calls (Minutes)
Probability
1
0.26
2
0.27
3
0.24
4
0.14
5
0.11
6
0.06
Bristowe has asked for your advice in evaluating the current
phone reservation system. Create a simulation model to
investigate her concerns. Make recommendations about the
reservation agents.
© 2016. Grand Canyon University. All Rights Reserved.
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