Answered: When you are connected to 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

When you are connected to a representative, it will be, with equal probability, somebody from the billing department, customer retention department, or marketing department. When talking to a billing representative, the time until the issue is resolved is distributed uniformly from 10 to 20 minutes. Customer retention specialist will resolve you issue in exactly 2 minutes. Marketing person will first discuss with you promotions and new offers (this time will be normally distributed with average 10 minutes and standard deviation 2 minutes) and then transfer you to a new representative, who will, again be from one of the three departments with equal probability. What is the expected time that you will spend on the phone?

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.

Expert Solution

Step 1

The above-given question is to calculate the expected waiting time. Expected Wait Time (EWT) is the timeframe a client needs to wait in line before a specialist replies. In any case, it's not exactly as basic as it sounds. There is an orderly way to deal with computing EWT which ought to consider things like staffing, taking care of time and the wait time of ongoing calls.