please do the spreadsheet with formulas

All customers calling Alabama Ait go on hold and are served in the order of the calls unless the reservations agent is TABLE 14.15 Incoming call Distribution Case Study Alabama Airlines Alabama Airlines opened its doors in June 1995 as a commuter service with its headquarters and only bub located in Birming- ham. A product of airline deregulation. Alabama Air joined the growing number of successful short-baul, point-to-point air- lines, including Lone Star, Comait. Atlantic Southeast. Sky west, and Business Express Alabama Air was started and managed by two former pi- lots, David Douglas (who had been with the defunct Eastem Airlines) and Savas Ocatalay (formerly with Pan Am. It ac quired a fleet of 12 used prop-jet planes and the airport gates va Cated by the 1994 downsizing of Delta Air Lines With business growing quickly, Douglas turned his attention to Alabama Air's toll-free reservation system. Between midnight and 6:00 AM only one telephone reservations agent had been on duty. The time between incoming calls during this period is dis tributed as shown in Table 14. 15. Douglas carefully observed and tuned the agent and estimated that the time taken to process pas senger inquiries is distributed as shown in Table 14.16. TIME BETWEEN CALISIMINUTEN PHORARILETY 0:11 0:21 3 02 0.16 010 571 TABLE 14.16 Service Time Distribution TIME TO PROCESS CUSTOMER INOLTRES MINUTES ORANI 1 0.20 0.19 0.1% CASE STUDY TABLE 14.17 Incoming call Distribution TIME BETWEEN CALLSCHUINUTES PROBABILIT 022 2 0.17 0:13 0.10 0.01 019 015 012 0.07 available for immediate service Douglas is deciding whether a second agent should be on duty to cope with customer demand. To maintain customer satisfaction, Alabama Air does not want a customer on hold for more than 3 to 4 minutes and also wants to maintain a "high" operator utilization Further, the airline is planning a new TV advertising cam- paign. As a result, it expects an increase in toll-free-line phone inquiries. Based on similar campaigns in the past, the incom- ing call distribution from midnight to 6 A.M. as expected to be as shown in Table 14.17. The same service time distribution will apply) Discussion Questions 1. What would you advise Alabama Ait to do for the current reservation system based on the original call distribution? Create a simulation model to investigate the scenario. Describe the model carefully and justify the duration of the simulation, assumption and measures of performance 2. What are your recommendations regarding operator uti- lization and customer satisfaction if the airline proceeds with the advertising campaign? Source: Puissie H. Lalu Mare