1311 Operations Management Spring 2009 Solution: Homework # 1 – Process Analysis and Capacity Management 1.(20 points) Computer Company X prefers to maintain its own call center operations. This is because Company X has the deepest knowledge about its own products, and so feels it offers its customers the highest quality when it handles tech support calls itself. However, during time periods of overload, Company X employs Outsourcer Y to help handle its calls. A time period of overload is defined as whenever there are 15 or more callers on hold waiting for help. Draw a process flow diagram for the above process. 5 point off for each incorrect shape, 5 point off for any incorrect flows, 5points for missing “Yes” and/or “No”, maximum 20 points deduction. 15 or more callers waiting?Callers on hold for Company X agent Outsource call to Company Y. No YesCall arrives. Company X answers call
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