Ocala Software Systems operates a technical support center for its software customers. If customers have installation or
a. What is the service rate in terms of customers per hour?
b. What is the probability that no customers are in the system and the consultant is idle?
c. What is the average number of customers waiting for a consultant?
d. What is the average time a customer waits for a consultant?
e. What is the probability that a customer will have to wait for a consultant?
f. Ocala’s customer service department recently received several letters from customers complaining about the difficulty in obtaining technical support.
If Ocala’s customer service guidelines state that no more than 35% of all customers should have to wait for technical support and that the average waiting time should be two minutes or less, does your waiting line analysis indicate that Ocala is or is not meeting its customer service guidelines? What action, if any, would you recommend?
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