The manager in a customer service department recently collected data on how many customer calls were coming in to the department over a three-day period. The average number of calls was 125.3 calls/day. Among her eight customer service representatives, two had been on the job for less than a month, one had worked for one month, one had worked for two months, one had worked for three months, one had worked for four months and two had worked for six or more months. The customer service representatives' daily performance standards for these various times on the job were as follows:

Months on the Job <1 1 2 3 4 5 6

Calls/day 68 115 124 135 142 154 161

What is the capacity utilization of a customer service representative, on average, over the three-day period of data collection?

Answer rating: 100% (QA)

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