Answered: When the receptionist is busy, a…

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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Question

Telephone calls come into an office at random. The time between calls is the following discrete distribution:

Service time	Probability
6	.40
7	.30
8	.20
9	.10

When the receptionist is busy, a telephone message tells the caller that the call is important and to please wait on the line until the next reservation agent becomes available. We can assume that customers don’t hang up once they join the call queue. The service time for call follows a normal distribution with a mean of 8 mins and standard deviation of 2.5 mins

Simulate the operation of the office telephone system for 1100 customers. Discard the first 100 customers and use data over the next 1000 customers to answer the following questions:

What is the average waiting time for customers?
What is the utilization of the receptionist?
What is the probability that a customer waits for longer than 1 min before their call is answered?

Features Features Normal distribution is characterized by two parameters, mean (µ) and standard deviation (σ). When graphed, the mean represents the center of the bell curve and the graph is perfectly symmetric about the center. The mean, median, and mode are all equal for a normal distribution. The standard deviation measures the data's spread from the center. The higher the standard deviation, the more the data is spread out and the flatter the bell curve looks. Variance is another commonly used measure of the spread of the distribution and is equal to the square of the standard deviation.

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