Operations Management: Sustainability and Supply Chain Management (12th Edition)
12th Edition
ISBN: 9780134130422
Author: Jay Heizer, Barry Render, Chuck Munson
Publisher: PEARSON
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Question
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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Chapter F Solutions
Operations Management: Sustainability and Supply Chain Management (12th Edition)
Ch. F - Question: 1 State the seven steps, beginning with...Ch. F - Question: 2. List the advantages of simulation.Ch. F - Prob. 3DQCh. F - Question: 4. Explain the difference between...Ch. F - Question: 5. What is the role of random numbers in...Ch. F - Prob. 6DQCh. F - Question: 7. What is Monte Carlo simulation? What...Ch. F - Question: 8. List six ways that simulation can be...Ch. F - Question: 9. Why is simulation such a widely used...Ch. F - Prob. 10DQ
Ch. F - Prob. 11DQCh. F - Prob. 12DQCh. F - Prob. 13DQCh. F - Prob. 1PCh. F - Prob. 2PCh. F - Prob. 3PCh. F - Prob. 4PCh. F - Question F.5 Arnold Palmer Hospital is studying...Ch. F - Prob. 6PCh. F - Question: F.7 A warehouse manager at Mary Beth...Ch. F - Prob. 8PCh. F - Question: F.10 The number of cars arriving at...Ch. F - Prob. 10PCh. F - Prob. 11PCh. F - Question: F.14 Refer to the data in Solved...Ch. F - Prob. 16PCh. F - Prob. 17PCh. F - Question: F.15 Connecticut Tanning has two...Ch. F - Prob. 19PCh. F - Prob. 20PCh. F - Prob. 21PCh. F - Prob. 1CSCh. F - Prob. 2CS
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