Operations Management
Operations Management
11th Edition
ISBN: 9780132921145
Author: Jay Heizer
Publisher: PEARSON
Question
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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.

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