Process Design Consider the following three process designs to organize a call center with 12…
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 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
PD1. Which of the three process designs leads to the shortest and longest average waiting times for a random incoming request?
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 thelongest
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
i. None of the above
Answers
PD1.
ANSWER: e (3 is the shortest, 1 is the longest)
