c$)$ Ignoring part b$,$ the branch manager is considering paying the CSRs for overtime. How many overtime hours should the level $1$ CSRs and level $2$ CSRs work each day to handle all the customers?

d$)$ lgnoring part b and c $,$ the branch manager is now considering cross$-$training the CSRs$.$ Will cross training provide enough capacity for the customer support team?

e$)$ The cross$-$training program is implemented and LACU starts to receive complaints from the premier checking customers because of deteriorated service quality. Is it possible to meet the demand by asking level $1$ CSRs to help only with the core$-$checking customers? For full credit, explain your answer using specific numbers.

$[$Q$4$: Process Management$]$ Los Angeles Credit Union $($LACU$)$ serves three types of the checking customers:

e$-$checking customers who only utilize the online channel, the core$-$checking customers who rely on both

the online channel and the branch services, and the premier checking customers who rely on the branch

services only. The average time needed for each type of customers is summarized in the following table:

$*$At the branch, a customer service representative $($CSR$)$ meets with the clients one$-$on$-$one, while in the

online channel, a CSR chats with $3$ different clients simultaneously.

The customer support team consists of $5$ CSRs: $2$ of them are level $1$ CSRs and $3$ of them are level $2$ CSRs$.$

Currently, level $1$ CSRs only serve the e$-$checking customers and level $2$ CSRs only serve the core$-$checking

and premier checking customers. Each working day, LACU gets $140$ e$-$checking customers, $50$ core$-$

checking customers, and $10$ premier checking customers. Each CSR works for $7$ hours in each working day.

a$)$ What are the levels of implied utilization of level $1$ CSRs and level $2$ CSRs$?$ Does the customer support

team have enough capacity to handle all the customers?

b$)$ The branch manager is considering promoting one level $1$ CSR to level $2.$ Will the move create enough

capacity for the customer support team?