Reference no: EM132248183

2. A customer support call center for a cell phone service company has an average waiting time of 5 minutes. Due to some network issues, the call volume (i.e., the number of calls arriving at the call center per hour) is expected to increases by 50%. Keeping the staffing level and the average time spent in processing a call at the same level, this increase in call volume will have to the following impact on the average waiting time:

a. The average waiting time will not change.

b. The average waiting time will increase by less than 50%.

c. The average waiting time will increase by more than 50%.

3. Andrew manages two clinics, one in upper Manhattan and another in lower Manhattan. Both clinics provide same type of services, have similar average processing times as well as the same level of utilization of workers. However, the lower Manhattan clinic sees twice the number of patients per day as the upper Manhattan clinic. Which clinic will have lower average waiting time of patients?

a. Lower Manhattan clinic will have lower average waiting time.   

b. Upper Manhattan clinic will have lower average waiting time   

c. Both will have very high average waiting time.

4. A computer retail store also provides technical support to customers who have bought products from the company. Since support staff is busy most of the time, each customer seeking technical support is given a numbered token on his/her arrival to store. As support staff members become available, they call customers based on their token numbers and serve them. This token system does NOT achieve the following:

a. It reduces waiting time of customers.

b. It lets waiting customers do other things as they are waiting.

c. It lessens the perception of waiting time.