Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Question
Chapter 17, Problem 2PA
a)
Summary Introduction
To determine: The offered load.
b)
Summary Introduction
To determine: Implied Utilization.
c)
Summary Introduction
To determine: The capacity of call centre.
d)
Summary Introduction
To determine: The probability that four operators are talking to customers.
e)
Summary Introduction
To determine: Customers served every hour.
f)
Summary Introduction
To determine: Utilization of the operators.
g)
Summary Introduction
To determine: The number of operators to be ensured for 98% of the demand?
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1.)The arrival rate is the
rate of arrivals to the service facility
all of these
rate items arrive at the server after being in the queue
time between arrivals to the service facility
2.) what is "queue discipline"?
A server operates with 80 % utilization. Coefficient of variation of service process is 0.5. Coefficient of variation of arrival process is 0.9. Average processing fime is 3 minutes. What is the
average time a customer spends in the system using the single server queueing model 7 Show all formulas used, calculations and results.
YourNurse (YN) Inc. uses certified nurses to answer medical queries from customersover the phone. When patients call into YN, they are first asked to provide their zipcode, which then allows YN to route their call to the call center nearest to the patient(it operates 10 across the country). Which single suggestion in the following list (andexplanation) is most likely to reduce the average time callers wait before speaking witha nurse?a. Run an advertising campaign to increase demand and to better utilize its nurses.b. Train its nurses so that they spend more time answering the patients’ questions.c. Instead of using callers’ zip codes, route calls to the call center with the fewest callersto help prevent situations in which there are idle nurses at the same time that there arecallers on hold.d. Play a recording of useful medical information while callers are on hold so as todecrease their perception of how long they are waiting.e. None of the above
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