A process flow map for a call center is provided below. Here?show this process works. Customers with
Question:
A process flow map for a call center is provided below. Here?show this process works. Customers with questions about thiscompany?s products call an 800 number. During a typical 8-hour dayshift, the time between calls can be approximated by an exponentialdistribution with a mean of 4 minutes. The call center has 10 phonelines and hence can handle up to 10 calls at once. If a callarrives and all 10 lines are in use, then the caller gets a busysignal and has to call back later. If a call arrives and fewer than10 lines are in use, then the call goes directly to a customerservice (CS) person, if one is available, and otherwise is put onhold. The amount of time for a CS person to handle a call, onceanswered, can be approximated by a normal distribution, with a meanof 10 minutes and a standard deviation of 2 minutes.Note: Because there are only 10 phone lines, the number of CSpeople plus the capacity of Linemust be 10.
Exercise 3: Management wants to determine how many CS people touse during the day shift so that two things are both true: the meannumber of minutes a person waits is less than 2 minutes and theservice level is at least .99. Consider using from one to five CSpeople. For each possibility, run 50 simulations of an 8-hour dayshift and record the mean cycle time through Line. Assume that theinitial number of callers on hold at the beginning of the day shiftcan be approximated by a normal distribution with a mean of 2 and astandard deviation of .5 (SimQuick will round to the nearestinteger). How many CS people would you recommend for the dayshift?
Management Accounting Information for Decision-Making and Strategy Execution
ISBN: 978-0137024971
6th Edition
Authors: Anthony A. Atkinson, Robert S. Kaplan, Ella Mae Matsumura, S. Mark Young