Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Chapter 16, Problem 15PA
Summary Introduction
To determine: The average waiting time before the customer start speaking to a representative.
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YourNurse (YN) Inc. uses certified nurses to answer medical queries from customersover the phone. When patients call into YN, they are first asked to provide their zipcode, which then allows YN to route their call to the call center nearest to the patient(it operates 10 across the country). Which single suggestion in the following list (andexplanation) is most likely to reduce the average time callers wait before speaking witha nurse?a. Run an advertising campaign to increase demand and to better utilize its nurses.b. Train its nurses so that they spend more time answering the patients’ questions.c. Instead of using callers’ zip codes, route calls to the call center with the fewest callersto help prevent situations in which there are idle nurses at the same time that there arecallers on hold.d. Play a recording of useful medical information while callers are on hold so as todecrease their perception of how long they are waiting.e. None of the above
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- Experience the Tour de France (ETF) is a specialty travel agent. It arranges vacations for amateur cyclists who want to experience the Tour de France by riding through one or more stages in the race. It has five people who take calls from clients. Each call lasts on average 25 minutes, with a standard deviation of 50 minutes. A call arrives on average every 20 minutes with a standard deviation of 20 minutes. (Do not round intermediate calculations. Round your answer to two decimal places.) On average, how many minutes does a caller wait before talking to an agent? minutesarrow_forwardYou were informed that, customers start to shop elsewhere because of your company’s quality of tech support decreases, and customer-help phone wait times has been increased dramatically. What would be the solution to improve the tech support?arrow_forwardMrs. Freddy Mitchell, in her lecture, stated that a transaction processing system (TPS) is software that ensures the completion of business transactions and keeps track of those business transactions. An online transaction processing system (OTPS) is an equivalent system that online merchants use for e-commerce. The TPS ensures that each transaction is successful by storing, sending, and receiving information via a database. She added that because the process is lengthy, it is broken down into cycles, which are broken further into systems and subsystems. Zara- Lee, a participant in Mrs. Freddy Mitchell’s Lecture series, got confused as Mrs. Freddy Mitchell began to elaborate on the many different systems, and Zara- Lee mentioned to YOU that she is experiencing information overload. YOU then responded that Mrs. Freddy Mitchell’s explanation was clear and concise, and YOU would explain the revenue cycle, its components, and the sub-systems that constitute that cycle after class.…arrow_forward
- Consider a bank branch that has three distinct customer arrival patterns throughout the day, as measured by average arrival rates (below). Morning (8:30 - 11:30): arrival 1 = 47 per hour. %3D Lunch (11:30 - 1:30): arrival 2 = 70 per hour. Afternoon (1:30 - 4:00): arrival 3 = 30 per hour. Regardless of the time of day, the average time it takes for a teller to serve customers is 3.17 minutes. Because of competition with other banks in the area, management has developed an internal goal to keep the average customer wait before service to be less than 4 minutes. With that in mind, answer the following: a. During the morning period, what is the minimum number of tellers that the bank needs to hire to achieve the 4-minute service goal mentioned above? [ Select] b. During lunch, what is the minimum number of tellers that the bank needs to hire to achieve the 4 minute service goal mentioned above? [ Select ] c. In the afternoon, what is the minimum number of tellers that the bankarrow_forwardAn engineering i rm retains a technical specialist to assist four design engineers workingon a project. The help that the specialist gives engineers ranges widely in time consumption.The specialist has some answers available in memory, others require computation,and still others require signii cant search time. On the average, each request for assistancetakes the specialist one hour.The engineers require help from the specialist on the average of once each day. Becauseeach assistance takes about an hour, each engineer can work for seven hours, on the average,without assistance. One further point: Engineers needing help do not interrupt if thespecialist is already involved with another problem.Treat this as a i nite queuing problem and answer the following questions:a. How many engineers, on average, are waiting for the technical specialist for help?b. What is the average time that an engineer has to wait for the specialist?c. What is the probability that an engineer will have to wait…arrow_forwardGive 5 answers to each question. a. In a call that falls under the category of "customer care call," what should an agent always keep in mind or do? b. In a call that falls under the category of "collection call," what should an agent always keep in mind or do?arrow_forward
- Please do not give solution in image format thanku A bank has an average of 10 customers per hour arriving into the system, and it takes an average of 30 minutes for the clerk to complete a transaction with a customer. What is the average length of the queue in the bank? And A store open 24 hours per day is interested in determining store traffic. It found that customers arrive uniformly at the rate of 10 customers per hour. The store has a single worker to process customers. The worker takes an average of 5 minutes to process a customer. If we assume that every customer must be processed, what is the average number of customers in the store?arrow_forwardWhat are some of the advantages of using the Queuing Simulator?arrow_forwardDr. Smith has a patient on a surgical unit in your hospital. Dr. Smith performed surgery today on Mrs. Able. You are the administrator-on-call from 5 pm to 8 am. At 2 am you receive a call from a nurse regarding the patient’s status. The nurse discloses that the patient’s vital signs are not within normal limits and she feels that the doctor is not responding appropriately to her request that he return to the hospital. She has called the doctor twice and he states that the patient is fine and he isn’t coming in. You are responsible to make the decision. Please explain: What are your immediate steps and why? What are your follow-up steps and why? How does the clinical chain of command impact this situation?arrow_forward
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