it is implementing a new telephone reservation system. Random rates of one call are delivered every 3.75 minutes between 10 a.m. and 11 a.m. In agreement with prior numbers the average client spends 3 minutes with each client. The Poisson arrivals and the exponential duration of the waiting line are suitable for telephone booking. The management of regional airlines believes that the creation of a reputation as a service-oriented airline is crucial via the provision of effective reservation telephone systems. airlines develop strong customer relations, when the system is properly applied, resulting to a longer-term business. However, if a telephone reservation system is overloaded and clients cannot reach an agent, then the end of the organization's downfall may lead to a bad consumer response. The ticket reservation agent's hourly salary is $20. Management wants to provide greater service, but, by recruiting extra agents, not incur the over-service expenses. The regional management team determined at the strategy meeting that at least 85% of incoming calls should be replied to at an acceptable level. At the planning conference, the regional vice-president saw that the average service rate was quicker than the average phone arrival rate. Working expenses may be reduced by using a single cop and it would be easy for the single officer to monitor telephone bookings while staying quiet. The Vice-President has finished. The marketing vice president stressed the key function of customer service and recommended the hiring of at least two booking agents. Because of the present phone reservation mechanism, callers don't have to wait. If every reservation agent is busy, callers who try to contact a reservation agent receive a busy signal and are disconnected from the system. Regional airlines should consider expanding their infrastructure to accommodate waiting, says a phone company spokesman. When a client calls and all agents are involved, a recorded message notifies the client that the call is maintained and made accessible soon. The consumer may remain on line while waiting for an agent and listen to background music. Regional management will seek further information before deploying the bigger system. Go to the next page Report of the manager Prepare a management report for regional airlines that includes an examination of the telephone reservation system. Evaluate the unattended and prolonged waiting system. Assess both. Assess both. In your report, fill out the following information: 1. Extensive review with a single agent of the working characteristics of the reserve system, as required by the Vice President of Administration. What do you think of a system with a single agent? 2. A comprehensive assessment of the operational features of the reservation system should use the number of regional agents based on your suggestions. Analyze the advantages and disadvantages of the bigger system. Discuss the increased system capacity for the number of waiting calls. 4. This report is a reservation system trial assessment from 10:00 a.m. to 11:00 a.m. when an average one-time call is made every 3.75 minutes. Describe how to develop a ticket office strategy that allows the organisation to provide varied staff levels to the ticket booking system at various times of the day. Please provide the data you need to develop this staff plan.