OPERATIONS MANAGEMENT
OPERATIONS MANAGEMENT
14th Edition
ISBN: 9781260961393
Author: Stevenson
Publisher: MCG
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Chapter 18, Problem 4P

a)

Summary Introduction

To determine: The average time callers wait to have their calls answered for each period and the probability that a caller will have to wait for each period

Queuing theory: It is a mathematical study of queues or waiting lines. Using queuing model, length of a queue and waiting time can be determined.  In operations management, queuing theory is used for decision making about the resources required to offer services.

b.

Summary Introduction

To determine: The maximum line length for a probability of 96 percent.

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