Calls to the 24-hour customer support line for Richman Financial Services occur randomly following a Poisson distribution
Question:
Calls to the 24-hour customer support line for Richman Financial Services occur randomly following a Poisson distribution with the following average rates during different hours of the day:
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The Richman customer service representatives spend approximately seven minutes on each call and are assigned to work eight-hour shifts that begin at the top of each hour. Richman wants to ensure that, on average, they can provide a 98% service level.
a. Determine the customer service schedule that allows Richman to achieve its service level objective using the fewest number of employees.
b. According to your solution, how many customer service representatives should Richman employ and how should they bescheduled?
The word "distribution" has several meanings in the financial world, most of them pertaining to the payment of assets from a fund, account, or individual security to an investor or beneficiary. Retirement account distributions are among the most...
Step by Step Answer:
a Time Avg Callshr Actual Calls Time Required Start Available Cap...View the full answer
Spreadsheet Modeling & Decision Analysis A Practical Introduction to Management Science
ISBN: 978-0324656633
5th edition
Authors: Cliff T. Ragsdale
