Answered: Customers send emails to a help desk…

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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Customers send emails to a help desk that has three employees who answer the
emails (and this is their only responsibility). Customer requests arrive according
to a Poisson process with a rate of 30 per hour. It takes on average 4 minutes to
write a response email; the standard deviation of this service times is 2 minutes.
b. What is the average time an email spends waiting before an employee starts
working on it? What is the average time to complete the emails requests (from
the time the email is sent to when it is answered)?

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