Reference no: EM13760927
Smails Airlines opened its doors in June 2004 as a commuter service, with its headquarters and only hub located in Birmingham. A product of airline deregulation, Smails Air joined the growing number of successful short-haul, point-to-point airlines, including Lone Star, Comair, Atlantic Southeast, Skywest, and Business Express.
Smails Air was started and managed by a former pilot, Al Czervik (who had been with the defunct Eastern Airlines). It acquired a fleet of 12 used prop-jet planes and the airport gates vacated by Delta Air Lines 2003 downsizing.
With business growing quickly, Czervik turned his attention to Smails Airs toll-free reservations system. Between midnight and 6:00am, only one telephone reservations agent had been on duty. The time between incoming calls during this period is distributed as shown in Table 1. Czervik carefully observed and timed the agent and estimated that the time taken to process passenger inquiries is distributed as shown in Table 2.
Table 1. Current Incoming Call Distribution
Time between Calls (Min) - Probability
1 minute - 0.11 (11%)
2 minutes - 0.21 (21%)
3 minutes - 0.22 (22%)
4 minutes - 0.20 (20%)
5 minutes - 0.16 (16%)
6 minutes - 0.10 (10%)
Table 2. Service Time Distribution
Time to Process Inquiries (Min) - Probability
1 minute - 0.20 (20%)
2 minutes - 0.19 (19%)
3 minutes - 0.18 (18%)
4 minutes - 0.17 (17%)
5 minutes - 0.13 (13%)
6 minutes - 0.10 (10%)
7 minutes - 0.03 (3%)
All customers calling Smails Air go on hold and are served in the order of the calls unless the reservations agent is available for immediate service. Czervik is deciding whether a second agent should be on duty to cope with customer demand. To maintain customer satisfaction, Smails Air does not want a customer on hold for more than three minutes.
What would you advise Smails Air to do? Create a simulation model to investigate the scenario. If one agent is not enough, justify that hiring a second agent is sufficient.
|
Wants of potential customers
: Describe the company's target market in terms of its size, competitors, and the specific needs and wants of potential customers that your product or service is likely to satisfy.
|
|
Management decision case-types of advertising
: What types of advertising are being used by these insurance companies? Pick two of the insurance companies listed, go online and review their current ad campaign, describe their ads, and then indicate if they are using product, institutional, pioneer..
|
|
Simple connection-oriented streaming voice
: What transport protocols are used in the following applications? Simple connection-oriented streaming voice/video without control for pause, stop, resume, forward, backward. Unreliable, no handshaking, no ordering, no retransmission of data.
|
|
Type of technique
: Describe why or why not a pure service industry (e.g. accounting or law firms) may or may not be able to implement this type of technique
|
|
Commuter service-maintain customer satisfaction
: Smails Airlines opened its doors in June 2004 as a commuter service, with its headquarters and only hub located in Birmingham. A product of airline deregulation, Smails Air joined the growing number of successful short-haul, point-to-point airlines, ..
|
|
Show and explain the long-run adjustment process
: Show and explain the long-run adjustment process for both the firm and the industry. Whatwill happen to the number of firms in the new long-run equilibrium?
|
|
Focus of the final paper
: This paper will demonstrate your understanding of the key concepts at the core of good project management practices covered throughout this course. Your paper should be based on a project (either theoretical or an actual project) and how issues of ma..
|
|
Phase of the clean-air carpet cleaning company
: What critical errors do you see in the initial planning phase of the Clean-Air Carpet Cleaning Company?
|
|
The oceans for millennia
: Humans have been utilizing the oceans for millennia.
|