With two consultants, ____________% of customers have to wait, with an average waiting time of _____ minutes. Therefore, two consultants meet service goals.
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Ocala Software Systems operates a technical support center for its software customers. If customers have installation or use problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and is told that a consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution, with an arrival rate of four calls per hour. On average, it takes 9.5 minutes for a consultant to answer a customer's questions. The service time follows an exponential probability distribution. To improve customer service, Ocala Software Systems wants to investigate the effect of using a second consultant at its technical support center.
What effect would the additional consultant have on customer service? Would two technical consultants enable Ocala to meet its service guidelines (no more than 35% of all customers having to wait for technical support and an average customer waiting time of two minutes or less)? Round your answers to two decimal places.
With two consultants, ____________% of customers have to wait, with an average waiting time of _____ minutes. Therefore, two consultants meet service goals.
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- During nearly four decades of business operations, Memphis-based FedEx has earned a reputation for reliable, on-time delivery of packages to homes and offices around the country. Founder Fred Smith originally focused on overnight deliveries, choosing Memphis as the company’s headquarters because the airport rarely closes due to bad weather. With FedEx’s planes departing and arriving on schedule nearly all the time, its express shipments usually remained on schedule, then and now. To reassure customers that delivery will take place when and where promised, the firm offers a money-back guarantee on time-sensitive express shipments, among other services. FedEx has steadily expanded its portfolio of services since the 1970s. Its original overnight express delivery is currently available to U.S. customers in various forms, including “first-overnight” delivery, next-morning delivery, next-afternoon delivery, and budget-pleasing two- or three-day delivery. The company’s services also include cost-effective ground delivery for parcels and extra-speedy same-day delivery for urgent deliveries within 1,800 cities. Over the years, FedEx has widened its delivery network to more than 220 countries. It has purchased more cargo jets and acquired specialized shipping firms, including Tiger International, Roberts Express, RPS, and TNT Express, to support global growth. For international business customers needing products, parts, or raw materials shipped across countries or continents, the company now offers time-saving services such as commercial freight forwarding and cross-border logistical support. To add the convenience of local drop-off and pickup points for U.S. consumers and small businesses, FedEx acquired the Kinko’s office services company in 2004 and later rebranded it as FedEx Office. This acquisition also added printing and copying to the menu of services offered. Then the company arranged for large U.S. retailers such as Walgreens, Albertsons, Kroger, and Safeway to accept packages for shipment and receive package delivery for customer pickup in thousands of store locations. This means people who want to send a package can head to a nearby retailer and ship where they shop, rather than making a separate trip to the FedEx location. It’s also a safe alternative for packages to be picked up by people who don’t want FedEx shipments left by the front door. Another service FedEx offers to small and mid-sized businesses, including retailers, is FedEx Fulfillment. The purpose is to expedite order fulfillment by having each business store its products in a FedEx warehouse. Then, when the business’s customers place orders, FedEx puts the products into boxes bearing the business’s own logo and ships directly to those customers. The business doesn’t need a separate warehouse or staff for fulfillment, and packages are on their way to customers more quickly because the products were in FedEx’s warehouse, ready to be packed and shipped. This service puts FedEx into direct competition with Amazon.com, which offers a similar service to merchants that sell through the online Amazon Marketplace. But it also gives businesses that don’t sell via Amazon a fast and professional fulfillment alternative. FedEx is careful to let customers know, through media and social-media announcements, when it anticipates that extreme weather or other conditions will cause delays or force it to halt pickups and deliveries. For the duration of Hurricane Irma, for example, FedEx said it would suspend deliveries in Florida. Some Florida customers who had ordered generators to be delivered via FedEx were unhappy, because they worried about being without power during and after the storm. But one FedEx employee loaded several generator orders into his car and took them to customers himself. When a customer posted a grateful compliment to FedEx on Facebook, the message generated thousands of likes, shares, and positive comments. The company also received positive comments for its donations of cash and transportation services to areas devastated by Hurricanes Irma, Harvey, and Maria. According to the American Customer Satisfaction Index (ACSI), FedEx often tops the list of U.S. shipping companies as ranked by customers surveyed. Every day, the company delivers 13 million packages—and during the busy year-end holiday season, it delivers many more. By meeting customers’ expectations for on-time deliveries, FedEx has increased annual revenues beyond $60 billion and positioned itself for continued growth in the future. How does FedEx’s money-back guarantee address customers’ concerns about heterogeneity?Ocala Software Systems operates a technical support center for its software customers. If customers have installation or use problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and is told that a consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution, with an arrival rate of six calls per hour. On average, it takes 7.1 minutes for a consultant to answer a customer's questions. The service time follows an exponential probability distribution. To improve customer service, Ocala Software Systems wants to investigate the effect of using a second consultant at its technical support center. (Round your…Ocala Software Systems operates a technical support center for its software customers. If customers have installation or use problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and is told that a consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution, with an arrival rate of five calls per hour. On average, it takes 7.5 minutes for a consultant to answer a customer's questions. The service time follows an exponential probability distribution. To improve customer service, Ocala Software Systems wants to investigate the effect of using a second consultant at its technical support center. What effect…
- Ocala Software Systems operates a technical support center for its software customers. If customers have installation or user problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and the consultant will provide assistance as soon as possible. The customercalls follow a Poisson probability distribution with an arrival rate of five calls per hour. On average, it takes 7.5 minutes for a consultant to answer a customer’s questions. please DO NOT overlook part D. thank youThe service time follows an exponential probability distribution.a. What is the service rate in terms of customers per hour?b. What is the probability that no customers are in the system and the…Ocala Software Systems operates a technical support center for its software customers. If customers have installation or user problems with Ocala software products, they may telephone the technical support center and obtain free consultation. Currently, Ocala operates its support center with one consultant. If the consultant is busy when a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and the consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution with an arrival rate of five calls per hour. On average, it takes 7.5 minutes for a consultant to answer a customer’s questions. The service time follows an exponential probability distribution. What is the service rate in terms of customers per hour? What is the probability that no customers are in the system and the consultant is idle? What is the average…Bacala Software Systems operates a technical support center for its software customers. If customers have installation or user problems with Bacala software products, they may telephone the technical support center and obtain free consultation. Currently, Bacala operates its support center with one consultant. If the consultant is busywhen a new customer call arrives, the customer hears a recorded message stating that all consultants are currently busy with other customers. The customer is then asked to hold and the consultant will provide assistance as soon as possible. The customer calls follow a Poisson probability distribution with an arrival rate of five calls per hour.On average, it takes 7.5 minutes for a consultant to answer a customer’s questions. The service time follows an exponential probability distribution. (Please Answer a-c) thank you! a. What is the service rate in terms of customers per hour?b. What is the probability that no customers are in the system and the…
- For an additional fee, a customer purchasing a Whirlpool appliance, such as washing machine, can purchase a three year service contract. The contract provides free repair service and parts for the specified appliance using an authorized Whirlpool service provider. When a person with Whirlpool service contract needs to repair an appliance such as washing machine, he or she calls the whirlpool repairs and parts department to schedule an appointment. The department makes the appointment and gives the caller the date and approximate time of the appointment. This process is very lengthy. It may take two weeks to schedule a repair visit.In above case what changes could be made to make this process more efficient with the development of Information system. Discuss in detail various phases of System Development life cycle that are involved in this case.Prospective payment prices are calculated prior to rendering the service. True FalseRead and answer the following question
- Explore the concept of IT service continuity planning (ITSCP) and its role in ensuring business continuity during IT service disruptions.Ability to increase and decrease services in cloud as needed is known as On-demand service Rapid Elasticity Resource pooling Measured servicePrybloxx primarily uses one courier company, AJAX Couriers, for all their deliveries. In some circumstances, where AJAX is too busy and does not have capacity to fulfil deliveries or they do not cover certain areas, only then will Prybloxx make use of a different courier company. Prybloxx has recently had a significant influx of customer complaints regarding goods that have not been delivered, delivered long after the agreed delivery time or damaged once they arrive at the customer. Prybloxx is aware of the effect that this could have on demand for their product, customer goodwill and are now investigating insourcing the delivery of their product to customers. Prybloxx has noted that they have two alternatives in insourcing this department – they can either purchase a local courier company that is considered a going concern or they can purchase all of the required assets and set up such a department themselves. Mr. Pranoto (production manager) has requested that you prepare a report…