Operations Management
Operations Management
13th Edition
ISBN: 9780135173626
Author: HEIZER, Jay, RENDER, Barry, Munson, Chuck
Publisher: Pearson,
Question
Book Icon
Chapter F, Problem 2CS
Summary Introduction

Case summary:

The case deals about the call center of State A’s airlines, which has 800 reservation systems. The information related to the phone calls between midnight and 6:00 A.M. is as follows:

Time between calls (minutes) Probability Cumulative probability Random number interval
1 0.11 0.11 01-11
2 0.21 0.32 12-32
3 0.22 0.54 33-54
4 0.2 0.74 55-74
5 0.16 0.9 75-90
6 0.1 1 91-00
Time to process customer inquiries Probability Cumulative probability Random number interval
1 0.2 0.2 01-20
2 0.19 0.39 21-39
3 0.18 0.57 40-57
4 0.17 0.74 58-74
5 0.13 0.87 75-87
6 0.1 0.97 88-97
7 0.03 1 98-00

Customers of the airline does not want to be in hold for more than 3 to 4 minutes. As a part of new television advertising campaigns, the incoming call distribution from midnight to 6:00 A.M. is as follows:

Time between calls (minutes) Probability Cumulative probability Random number interval
1 0.22 0.22 01-22
2 0.25 0.47 23-47
3 0.19 0.66 48-66
4 0.15 0.81 67-81
5 0.12 0.93 82-93
6 0.07 1 94-00

To determine: The recommendation regarding operator utilization and customer satisfaction.

Blurred answer
Students have asked these similar questions
This crosstab shows product sub-category sales within categories, broken out by sales quarter. The quarterly values for each sub-category increase within each category, with the largest value at the bottom. Using Running Total as the calculation type, which scope and direction option gives this result?
How do management leaders, in order top meet organizational objectives, modify group behavior by using terms and concepts of diagnose, explain, predict and modify with examples?
Not use ai please
Knowledge Booster
Background pattern image
Similar questions
SEE MORE QUESTIONS
Recommended textbooks for you
  • Text book image
    Purchasing and Supply Chain Management
    Operations Management
    ISBN:9781285869681
    Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
    Publisher:Cengage Learning
    Text book image
    Practical Management Science
    Operations Management
    ISBN:9781337406659
    Author:WINSTON, Wayne L.
    Publisher:Cengage,
    Text book image
    Marketing
    Marketing
    ISBN:9780357033791
    Author:Pride, William M
    Publisher:South Western Educational Publishing
  • Text book image
    MARKETING 2018
    Marketing
    ISBN:9780357033753
    Author:Pride
    Publisher:CENGAGE L
Text book image
Purchasing and Supply Chain Management
Operations Management
ISBN:9781285869681
Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:Cengage Learning
Text book image
Practical Management Science
Operations Management
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:Cengage,
Text book image
Marketing
Marketing
ISBN:9780357033791
Author:Pride, William M
Publisher:South Western Educational Publishing
Text book image
MARKETING 2018
Marketing
ISBN:9780357033753
Author:Pride
Publisher:CENGAGE L