Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect....

19
© John W. Sutherland Service Processes & Systems Dept. of Mechanical Engineering - Engineering Mechanics Michigan Technological University Lecture #15 Prof. John W. Sutherland February 15, 2006

Transcript of Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect....

Page 1: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

ical E

ng

ineeri

ng

-E

ng

ineeri

ng

Mech

an

ics

Mic

hig

an

Tech

no

log

ical

Un

ivers

ity

Lectu

re #

15

Pro

f. J

oh

n W

. S

uth

erl

an

d

Feb

ruary

15, 2006

Page 2: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

ical E

ng

ineeri

ng

-E

ng

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an

ics

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hig

an

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no

log

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Un

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Den

tis

t's O

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e

Page 3: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

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erla

nd

Serv

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rocesses &

Syste

ms

Dep

t. o

f M

ech

an

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ng

ineeri

ng

-E

ng

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hig

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Tech

no

log

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Un

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Cap

ac

ity U

tili

zati

on

�T

hre

e W

ays t

o C

han

ge C

ap

acit

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Uti

lizati

on

(eff

icie

ncy a

pp

roach

):�

Ch

an

ge t

he C

ap

acit

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eq

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(D

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an

d)

�C

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Page 4: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

ical E

ng

ineeri

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-E

ng

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an

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hig

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no

log

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Un

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Mo

re O

rg. P

erf

orm

an

ce M

easu

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�C

usto

mer

Sati

sfa

cti

on

�C

usto

mer

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nti

on

/Lo

ss

�N

ew

Cu

sto

mers

�S

ale

s V

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me a

nd

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et

Sh

are

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om

pla

ints

�?

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? –

go

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?

�S

ears

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mer

co

mp

lain

ts

Page 5: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

ical E

ng

ineeri

ng

-E

ng

ineeri

ng

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an

ics

Mic

hig

an

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no

log

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ivers

ity

Mo

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easu

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cellati

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an

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s

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mp

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ati

sfa

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lexib

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an

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–A

gilit

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�S

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Page 6: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

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ng

ineeri

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-E

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no

log

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Un

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ity

Meas

uri

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Yie

ld

Ou

tpu

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=

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Page 7: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

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rocesses &

Syste

ms

Dep

t. o

f M

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-E

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Mo

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Page 8: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

ical E

ng

ineeri

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-E

ng

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an

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Mic

hig

an

Tech

no

log

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Un

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ity

Fro

m L

ast

Tim

e…

Cu

sto

mer

Req

uir

em

en

ts

Deli

very

1. Q

FD

3.

SP

C2.

DO

E

Page 9: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

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ng

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Un

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So

me P

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ph

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& P

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on

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rever

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syste

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on

an

d s

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im

pro

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an

d p

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d

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Page 10: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

ical E

ng

ineeri

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-E

ng

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hig

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no

log

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Un

ivers

ity

Page 11: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

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rocesses &

Syste

ms

Dep

t. o

f M

ech

an

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ng

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-E

ng

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hig

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Un

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Page 12: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

ical E

ng

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-E

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hig

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log

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Un

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ity

Page 13: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

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ng

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Tag

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un

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on

�Q

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Lo

ss -

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ss im

part

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to

so

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ty d

uri

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pro

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use a

s a

resu

lt

of

fun

cti

on

al vari

ati

on

an

d h

arm

ful

eff

ects

."

Page 14: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

ice P

rocesses &

Syste

ms

Dep

t. o

f M

ech

an

ical E

ng

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-E

ng

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an

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hig

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no

log

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Vari

ati

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ocu

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in

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on

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e -

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oft

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Page 15: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

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erla

nd

Serv

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rocesses &

Syste

ms

Dep

t. o

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than

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wh

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req

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cu

sto

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en

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rov

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me

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Page 16: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

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rocesses &

Syste

ms

Dep

t. o

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Qu

ali

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�Q

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ncti

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Dep

loym

en

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FD

)�

De

ve

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in

Ja

pa

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sto

me

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t a

t th

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pro

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ss

re

su

lts

in

a m

atr

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refe

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d t

o

as

a “

ho

us

e o

f q

ua

lity

”,

for

a p

art

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pro

du

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tha

t re

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us

tom

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att

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s t

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p

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s

Page 17: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

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nd

Serv

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rocesses &

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ms

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t. o

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Serv

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ac

kag

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Page 18: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

hn

W. S

uth

erla

nd

Serv

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rocesses &

Syste

ms

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t. o

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an

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Qu

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of

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Page 19: Lecture #15 Prof. John W. Sutherland February 15, 2006pages.mtu.edu/~jwsuther/SPS2006/Lect. 15.pdf · Lecture #15 Prof. John W. Sutherland February 15, 2006 © John W. Sutherland

©Jo

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W. S

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