Business, 26.03.2021 21:10 punchbug007
Endeavor Communications, a long distance provider, is reevaluating its account management department for handling customer service questions and requests. During the 2:00 pm to 10:00pm time period, past data show that calls to the account management department occur at an average rate of one call every 7.1 minutes. A study of past service times indicate that the average time to process a caller's question/request is 5.1 minutes. Like other phone systems, when a call comes in and all the servers are busy, the caller hears a message telling them to hold until the next server is available. Top management at Endeavor Communications understands that the staffing decision involves the analysis of trade-offs. Increasing the number of servers will reduce the waiting times and increase the probability of immediate service at a higher cost with more idle time for the servers. Management has decided that the GOAL of the account management department is to immediately answer and service at least 90% of the incoming calls during the busiest time period of 2:00pm to 10:00pm. They have asked you to determine the staffing level that will help them meet this goal. Also, they’d like you to provide your own recommendations. I have the answers but I need to know how they got them.1. What is the probability there are exactly 2 customers in line in a two-server model? .0212. What is the probability there are fewer than 2 customers in the system in a two server model? .8093. What is the probability there are fewer than 1 single customer in the line in a three-server model? .994. What is the probability there are more than three customers in the system in a two-server model? .0255. What is the probability there is more than one in line in a one-server model? .3726. What is the probability of being served immediately in a three-server model? .960=.485+.349+.1267. What percentage of the time is the server busy in a two-server model? .3608. On average, how much time does a customer spend in line in a single-server model? 13.089. On average, how many customers are on hold in a two-server model? .1110. How many employees are required to meet the account management department’s goal? 3
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Endeavor Communications, a long distance provider, is reevaluating its account management department...
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