XTremely Fast Service Inc. is a call center with several business units. One of its business units, Fabulous 4, currently staffs four operators who work eight hours per day Monday through Friday. They provide customer support for a mail-order catalog company. Assume customers call Fabulous 4 during business hours and that--on average--a call arrives every 3 minutes (standard deviation of the interarrival time is equal to 3 minutes).
You do NOT have to consider any seasonality in this call arrival pattern. If all four staff members are busy, the customer is rerouted to another business unit instead of being put on hold. Suppose the processing time for each call is 5 minutes on average.
a. What is the probability that an incoming call is not processed by Fabulous 4?
b. Suppose that Fabulous 4 receives $1 for each customer that it processes. What is Fabulous 4's daily revenue?
c. Suppose Fabulous 4 pays $5 for every call that gets routed to another business unit. What is its daily transfer payment to the other business unit?

  • CreatedMarch 31, 2015
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