Question: From BAT case Putting Tech Support on the Fast Track for MARTIN A. LARIVIERE please answer these questions: 1. What is the current performance of

From BAT case Putting Tech Support on the Fast Track for MARTIN A. LARIVIERE

please answer these questions:

1. What is the current performance of BOP! Team 1? How long is the average customer waiting? How busy are the teams technicians? How many technicians would it take to reduce the average speed to answer (i.e., the average waiting time) to one minute for all customers?

2. How should BAT implement Fast Track? Should BOP! Team 1 be kept as one team or be split into separate subteams, dedicated to either Fast Track or standard calls? (Assume that the standard call subteam has to be big enough to keep the average wait below current levels.) Are there other ways to implement Fast Track?

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