Homework1_Process and Capacity

Homework1_Process and Capacity - 311 Operations Management...

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1 311 Operations Management Spring 2009 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. 2. (30 pts., 10 per part) Bank XYZ receives 20 loan requests per hour on average. Each loan request goes through an initial processing stage, after which an “accept or reject” decision is made. Approximately 80% of the loans are accepted, and these require additional processing. Rejected loans require no additional processing. Suppose that on average 5 loans are in the initial processing stage, and 25 (accepted) loans are in the additional processing stage. a.
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This note was uploaded on 03/31/2009 for the course BUAD 311 taught by Professor Vaitsos during the Fall '07 term at USC.

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Homework1_Process and Capacity - 311 Operations Management...

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