12. The mean arrival rate (ƛ) = 1 customer per 3.75 mins = 16 customer per hour.
13. The mean service rate(µ) = 1 customer per 3 mins = 20 customer per hour.
14. The calls are taken by the agent only if he is free and not otherwise. All the calls that are not taken by the agent are blocked from entering the system.
23. Wq = Average time that the customer spends in the waiting line
24. Since the queue is not allowed hence operating characteristic Wq is zero
25.
26. The mean arrival rate (ƛ) = 1 customer per 3.75 mins = 16 customer per hour.
27. The mean service rate(µ) = 1 customer per 3 mins = 20 customer per hour per agent.
28. The calls are taken by either of the agents only if they are free and not otherwise. All the calls that are not taken by the agents are blocked from entering the system.
73. There are 20% chances that a customer will have to wait if he has called up for reservation enquiry.
74.
75. Regional should use 2 agent for the system to achieve the 85% service target.
76. The advantages and disadvantages of the waiting line is associated with the customer behaviour.
77. The customer who wants to wait for the turn in the queue will get a chance and hence this will help the company to reduce the number of lost customer and hence lost business due to limited number of service channels.
81. The company will incur and extra cost of $20 for an additional agent. This can be balanced by the benefit that the company would gain in terms of providing services for more number of customers. The company will be able to answer 85% of the calls as and when it comes. The company needs to establish the cost of loss of business due to the blocked calls. This will help us to determine the benefits associated with having an additional agent in the system.
83. The cost extended system will be balanced by the increase in the business that the company sees by not blocking the customers from waiting in queue for the use of the system. The company may also have plans for future expansion which will be well supported by the new extended system.
84. The data needed for the analysis for the staffing at different time of the day will be