Question: need help ey could not resolve the calls, they could includes time taking notes Study Questions 1. Draw the process flow diagrams for the unit

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ey could not resolve the calls, they could includes time taking notes Study Questions 1. Draw the process flow diagrams for the unit before Rapid ID and after. What changed? 2. What is the capacity utilization of the Remote Support Unit, and how is this affecting waiting times? 3. What would be the effect on capacity utilization of improving the productivity of the latest productive two Associate and two Senior Associates to the current Rapid ID average? 4. What is the labor cost per call taken by Associates and by Senior Associates? What is the cost per resolved call by Associates and by Senior Associates? 5. Why do you think system performance in terms of waiting time changed as it did? Why did customer behavior changed as it did? 6. If you were Jack McKinnon, what would you continue to do, and what should you stop doing

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