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The help desk at Triple Stacked handles calls from customers regarding their high-end industrial switches. The help desk is actually divided into two groups. The first group is called the "Frontline" and it is staffed with 5 people. The second group is called the "Solver" and it is 2 staed with 3 people. There are three types of calls: "Routine," "Stumper," and "Nasty." All three types are first received by the Frontline desk. A Frontline staer can resolve a Routine call in 10 minutes. The Frontline staer also spends 10 minutes with the Stumper and Nasty calls but is unable to resolve those calls in that time. Hence, after 10 minutes, the Frontline staer forwards the Stumper and Nasty calls to the Solver desk. At the Solver desk a staffer takes 15 minutes to resolve a Stumper call and 30 minutes to resolve a Nasty call. The table below includes the processing times, stang, and arrival rates for each of the three types of calls: • What is the implied utilization of each desk? • What are the actual and maximum low rates of each type of issue per hour through this process?

The help desk at Triple Stacked handles calls from customers regarding their high-end industrial switches. The help desk is actually divided into two groups. The first group is called the "Frontline" and it is staffed with 5 people. The second group is called the "Solver" and it is 2 staed with 3 people. There are three types of calls: "Routine," "Stumper," and "Nasty." All three types are first received by the Frontline desk. A Frontline staer can resolve a Routine call in 10 minutes. The Frontline staer also spends 10 minutes with the Stumper and Nasty calls but is unable to resolve those calls in that time. Hence, after 10 minutes, the Frontline staer forwards the Stumper and Nasty calls to the Solver desk. At the Solver desk a staffer takes 15 minutes to resolve a Stumper call and 30 minutes to resolve a Nasty call. The table below includes the processing times, stang, and arrival rates for each of the three types of calls: • What is the implied utilization of each desk? • What are the actual and maximum low rates of each type of issue per hour through this process?

Practical Management Science
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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The help desk at Triple Stacked handles calls from customers regarding their high-end industrial switches. The help desk is actually divided into two groups. The first group is called the "Frontline" and it is staffed with 5 people. The second group is called the "Solver" and it is 2 staed with 3 people. There are three types of calls: "Routine," "Stumper," and "Nasty." All three types are first received by the Frontline desk. A Frontline staer can resolve a Routine call in 10 minutes. The Frontline staer also spends 10 minutes with the Stumper and Nasty calls but is unable to resolve those calls in that time. Hence, after 10 minutes, the Frontline staer forwards the Stumper and Nasty calls to the Solver desk. At the Solver desk a staffer takes 15 minutes to resolve a Stumper call and 30 minutes to resolve a Nasty call. The table below includes the processing times, stang, and arrival rates for each of the three types of calls: • What is the implied utilization of each desk? • What are the actual and maximum low rates of each type of issue per hour through this process?
Transcribed Image Text:The help desk at Triple Stacked handles calls from customers regarding their high-end industrial switches. The help desk is actually divided into two groups. The first group is called the "Frontline" and it is staffed with 5 people. The second group is called the "Solver" and it is 2 staed with 3 people. There are three types of calls: "Routine," "Stumper," and "Nasty." All three types are first received by the Frontline desk. A Frontline staer can resolve a Routine call in 10 minutes. The Frontline staer also spends 10 minutes with the Stumper and Nasty calls but is unable to resolve those calls in that time. Hence, after 10 minutes, the Frontline staer forwards the Stumper and Nasty calls to the Solver desk. At the Solver desk a staffer takes 15 minutes to resolve a Stumper call and 30 minutes to resolve a Nasty call. The table below includes the processing times, stang, and arrival rates for each of the three types of calls: • What is the implied utilization of each desk? • What are the actual and maximum low rates of each type of issue per hour through this process?
Processing time (min) at the... Types of issues Frontline desk Solver desk Calls per hour Routine 10 na. 20 Stumper 10 15 5 Nasty 10 30 Desk Staffing Frontline 5 Solver 3
Transcribed Image Text:Processing time (min) at the... Types of issues Frontline desk Solver desk Calls per hour Routine 10 na. 20 Stumper 10 15 5 Nasty 10 30 Desk Staffing Frontline 5 Solver 3
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