QUESTION 5 Regional Airlines is establishing a new telephone system for handling flight reservations. During the 10:00 AM to 2:00 PM time period, calls to the reservation agent occur randomly at an average rate of one call every 3.75 minutes. Historical service time data show that a reservation agent spends an average of 3 minutes with each customer. The waiting line model assumptions of Poisson arrivals and exponential service times appear reasonable for the telephone reservation system. At a planning meeting, Regional's management team agreed that an acceptable customer service goal is to answer at least 75% of the incoming calls immediately. During the planning meeting, Regional's vice president of administration pointed out that the data show that the average service rate for an agent is faster than the average arrival rate of the telephone calls. The vice president's conclusion was that personnel costs could be minimized by using one agent and that single agent must be able to handle the telephone reservations and still have some idle time. The vice president of marketing restated the importance of customer service and expressed support for at least two reservation agents. 5. What is the average number of callers in the system? O Lq = 0.153 L= .953 Lq = 0.50 L= 1.3 Lq = 0.10 L= .9 Lq = 0.212 L= 1.012
QUESTION 5 Regional Airlines is establishing a new telephone system for handling flight reservations. During the 10:00 AM to 2:00 PM time period, calls to the reservation agent occur randomly at an average rate of one call every 3.75 minutes. Historical service time data show that a reservation agent spends an average of 3 minutes with each customer. The waiting line model assumptions of Poisson arrivals and exponential service times appear reasonable for the telephone reservation system. At a planning meeting, Regional's management team agreed that an acceptable customer service goal is to answer at least 75% of the incoming calls immediately. During the planning meeting, Regional's vice president of administration pointed out that the data show that the average service rate for an agent is faster than the average arrival rate of the telephone calls. The vice president's conclusion was that personnel costs could be minimized by using one agent and that single agent must be able to handle the telephone reservations and still have some idle time. The vice president of marketing restated the importance of customer service and expressed support for at least two reservation agents. 5. What is the average number of callers in the system? O Lq = 0.153 L= .953 Lq = 0.50 L= 1.3 Lq = 0.10 L= .9 Lq = 0.212 L= 1.012
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
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Transcribed Image Text:QUESTION 5
Regional Airlines is establishing a new telephone system for handling flight reservations. During the 10:00 AM to 2:00 PM time period,
calls to the reservation agent occur randomly at an average rate of one call every 3.75 minutes. Historical service time data show that a
reservation agent spends an average of 3 minutes with each customer. The waiting line model assumptions of Poisson arrivals and
exponential service times appear reasonable for the telephone reservation system.
At a planning meeting, Regional's management team agreed that an acceptable customer service goal is to answer at least 75% of the
incoming calls immediately. During the planning meeting, Regional's vice president of administration pointed out that the data show that
the average service rate for an agent is faster than the average arrival rate of the telephone calls. The vice president's conclusion was
that personnel costs could be minimized by using one agent and that single agent must be able to handle the telephone reservations
and still have some idle time. The vice president of marketing restated the importance of customer service and expressed support for at
least two reservation agents.
5. What is the average number of callers in the system?
Lq = 0.153
L= .953
Lq = 0.50
L= 1.3
Lq = 0.10
L= .9
Lq = 0.212
L= 1.012
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