Qualitative queuing process design

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Qualitative Queuing Process Design: Consider the following three process designs to organize a call center with 12 employees. The center handles calls for two customer types. Type 1 customers call with credit card related questions and type 2 customers call with questions related to the online account opening. On a busy day the call center receives 60 calls per hour from type 1 customers and 30 calls per hour from type 2 customers. It takes on average 2 minutes to service both kinds of calls. Process design 1: 6 employees handle type 1 calls; the other 6 employees handle type 2 calls Process design 2: 8 employees handle type 1 calls; 4 employees type 2 calls. Process design 3: 12 persons (cross-trained) handle all calls. Which of the three process designs leads to the shortest (longest) average waiting time for a random incoming request? Why? (No quantitative calculations are necessary; only a cogent argument is.) a. 1 is the shortest, 2 is the longest b. 2 is the shortest, 1 is the longest c. 3 is the shortest, 2 is the longest d. 2 is the shortest, 3 is the longest e. 3 is the shortest, 1 is the longest f. 1 is the shortest, 3 is the longest g. 3 is the shortest, 1 and 2 are the same h. Cannot be determined (explain why) i. None of the above (explain why)

Reference no: EM132195223

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