Jessica FawcettContent Assessment #21/26/2018MBA503 Operations ManagementContent Assessment #2, Waiting LinesOutcome: Students will analyze a waiting line system and determine key operating characteristics of the system.A customer service center has customers call with questions about the use of a product. The mean arrival rate of customer calls is 20 per hour and follows a Poisson distribution. The mean service rate (how long it takes the call center employee to answer the customer’s question) is 30 customers per hour (most customer questions can be answered rather quickly) and follows an Exponential distribution.Mean arrival rate is 20/1 hour (lambda)Mean service is 30/1 hour (mu)a.What is the mean (average) time in hours that a customer spends in the system (waiting on hold, then having their question answered)?Ls=λ÷μ-λ or 20 ÷ (30-20) = 2Ws=Ls÷λ or2 ÷ 20 = .1The customer will spend .1 or 1/10 of an hour in the system. This is also equal to 6 minutes.
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