If you were the manager, which option would you select? Why? Explain the disparity between the results for the two options. What assumptions did you make in your analysis?

When doctors referred their patients to the Lourdes Hospital in Binghamton, New York, for various services such as X-rays, their office had a tough time getting through to the centralized appointment office of Lourdes. Most of the time, the line was busy. The installation of a call waiting system did not improve the situation, because callers were put on hold for indefinite lengths of time. The poor service had resulted in numerous complaints. One of the managers was put in charge of finding a solution, and a goal of answering at least 90 percent of calls without delay was set. The hospital was willing to employ more staff to receive calls.