5. a) Explain: (i) Queuing Theory (2Marks) (ii) The characteristics of waiting lines (8Marks)

b) A customer support call center grades their employees on how quickly they resolve customer problems (measured in average call time) and how many times the customer request escalates to the point that a supervisor must be summoned to resolve the dispute. What might an employee do to perform well on these metrics without actually providing good customer service? What could management do to prevent such behaviors?