Ocala Software Systems operates a technical support center for its software customers. If customers have installation or use problems with Ocala softwareproducts, they may telephone the technical support center and obtain free consultation.Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears arecorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and is told that a consultantwill provide assistance as soon as possible. The customer calls follow a Poisson probability distribution, with an arrival rate of six calls per hour. Onaverage, it takes 7.1 minutes for a consultant to answer a customer's questions. The service time follows an exponential probability distribution.To improve customer service, Ocala Software Systems wants to investigate the effect of using a second consultant at its technical support center. (Roundyour answers to four decimal places. Report time in hours.)(a) What effect would the additional consultant have on customer service?PoLaP.=WaW==h

Answered: Ocala Software Systems operates a…

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter12: Queueing Models

Section: Chapter Questions

Problem 59P

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Ocala Software Systems operates a technical support center for its software customers. If customers have installation or use problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and is told that a consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution, with an arrival rate of four calls per hour. On average, it takes 9.5 minutes for a consultant to answer a customer's questions. The service time follows an exponential probability distribution. To improve customer service, Ocala Software Systems wants to investigate the effect of using a second consultant at its technical support center. What effect…
Ocala Software Systems operates a technical support center for its software customers. If customers have installation or use problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and is told that a consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution, with an arrival rate of five calls per hour. On average, it takes 7.5 minutes for a consultant to answer a customer's questions. The service time follows an exponential probability distribution. To improve customer service, Ocala Software Systems wants to investigate the effect of using a second consultant at its technical support center. What effect…
Ocala Software Systems operates a technical support center for its software customers. If customers have installation or user problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and the consultant will provide assistance as soon as possible. The customercalls follow a Poisson probability distribution with an arrival rate of five calls per hour. On average, it takes 7.5 minutes for a consultant to answer a customer’s questions. please DO NOT overlook part D. thank youThe service time follows an exponential probability distribution.a. What is the service rate in terms of customers per hour?b. What is the probability that no customers are in the system and the…
Ocala Software Systems operates a technical support center for its software customers. If customers have installation or user problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and the consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution with an arrival rate of five calls per hour. On average, it takes 7.5 minutes for a consultant to answer a customer’s questions. The service time follows an exponential probability distribution. What is the service rate in terms of customers per hour? What is the probability that no customers are in the system and the consultant is idle? What is the average…
For an additional fee, a customer purchasing a Whirlpool appliance, such as washing machine, can purchase a three year service contract. The contract provides free repair service and parts for the specified appliance using an authorized Whirlpool service provider. When a person with Whirlpool service contract needs to repair an appliance such as washing machine, he or she calls the whirlpool repairs and parts department to schedule an appointment. The department makes the appointment and gives the caller the date and approximate time of the appointment. This process is very lengthy. It may take two weeks to schedule a repair visit.In above case what changes could be made to make this process more efficient with the development of Information system. Discuss in detail various phases of System Development life cycle that are involved in this case.
Prybloxx primarily uses one courier company, AJAX Couriers, for all their deliveries. In some circumstances, where AJAX is too busy and does not have capacity to fulfil deliveries or they do not cover certain areas, only then will Prybloxx make use of a different courier company. Prybloxx has recently had a significant influx of customer complaints regarding goods that have not been delivered, delivered long after the agreed delivery time or damaged once they arrive at the customer. Prybloxx is aware of the effect that this could have on demand for their product, customer goodwill and are now investigating insourcing the delivery of their product to customers. Prybloxx has noted that they have two alternatives in insourcing this department – they can either purchase a local courier company that is considered a going concern or they can purchase all of the required assets and set up such a department themselves. Mr. Pranoto (production manager) has requested that you prepare a report…
Bacala Software Systems operates a technical support center for its software customers. If customers have installation or user problems with Bacala software products, they may telephone the technical support center and obtain free consultation. Currently, Bacala operates its support center with one consultant. If the consultant is busywhen a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and the consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution with an arrival rate of five calls per hour.On average, it takes 7.5 minutes for a consultant to answer a customer’s questions. The service time follows an exponential probability distribution. (Please Answer a-c) thank you! a. What is the service rate in terms of customers per hour?b. What is the probability that no customers are in the system and the…
Prospective payment prices are calculated prior to rendering the service. True False
Terex Corporation is a global manufacturer of aerial work platforms and materials processing machinery. They design, build and support products such as large lifting equipment used in construction. The company makes most pieces to order and customizes them to meet customers’ unique preferences.Terex maintained a manual system for yard management at their transfer centre in Washington that is always full of lifting equipment, which generated excessive costs for what should have been a relatively simple process of locating customers’ units to prepare them for delivery. A wallboard and sticker system was a low-tech solution for identifying equipment items in the yard at Terex. While inexpensive in itself, the solution cost around six minutes every time an employee had to locate a unit in the yard. It also required a considerable number of hours to be spent each month taking physical inventories. After a successful pilot, the company approved a new solution, replacing stickers, yard maps,…
Terex Corporation is a global manufacturer of aerial work platforms and materials processing machinery. They design, build and support products such as large lifting equipment used in construction. The company makes most pieces to order and customizes them to meet customers’ unique preferences.Terex maintained a manual system for yard management at their transfer centre in Washington that is always full of lifting equipment, which generated excessive costs for what should have been a relatively simple process of locating customers’ units to prepare them for delivery. A wallboard and sticker system was a low-tech solution for identifying equipment items in the yard at Terex. While inexpensive in itself, the solution cost around six minutes every time an employee had to locate a unit in the yard. It also required a considerable number of hours to be spent each month taking physical inventories. After a successful pilot, the company approved a new solution, replacing stickers, yard maps,…
The customer are complaining to the hotel general manager about the service provided from front desk and restaurant how can the general manager reduce variability and increase consistency

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