3. (*10 points) Qualitative Queuing Process Design: Consider the following three
ID: 432360 • Letter: 3
Question
3. (*10 points) Qualitative Queuing Process Design: Consider the following three process designs to organize a call center with 12 employees. The center handles calls for two customer types. Type 1 customers call with credit card related questions and type 2 customers call with questions related to the online account opening. On a busy day the call center receives 60 calls per hour from type 1 customers and 30 calls per hour from type 2 customers. It takes on average 2 minutes to service both kinds of calls. Process design 1: 6 employees handle type 1 calls; the other 6 employees handle type 2 calls Process design 2: 8 employees handle type 1 calls; 4 employees type 2 calls. Process design 3: 12 persons (cross-trained) handle all calls. Which of the three process designs leads to the shortest (longest) average waiting time for a random incoming request? Why? (No quantitative calculations are necessary; only a cogent argument is.) a. 1 is the shortest, 2 is the longest b. 2 is the shortest, 1 is the longest c. 3 is the shortest, 2 is the longest d. 2 is the shortest, 3 is the longest e. 3 is the shortest, 1 is the longest f. 1 is the shortest, 3 is the longest g. 3 is the shortest, 1 and 2 are the same h. Cannot be determined (explain why) i. None of the above (explain why)
Explanation / Answer
answer-
3 is the shortest, 1 and 2 are the same.
There will be a lot of waiting time for every call that comes in, when we consider Process design 1 and Process design 2. As there are fixed employees for attending both the type of calls.
But if you take design 3 all the 12 employees will cross trained i.e trained for credit card related problems and online account opening problems. So there are chances that the call are done more ealier.
thanks and please thumbs up.
Related Questions
drjack9650@gmail.com
Navigate
Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.