Office Equipment Inc. Case Study: Office Equipment Inc.

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INTRODUCTION
Office equipment Inc. deals with leasing automatic mailing machines to clients in and around Fort Wayne, Indiana. As per their contract, the company assures its clients that service will be provided at the clients point of business within an average of three hours, from the time he/she notifies the company about a fault in the equipment. Office equipment Inc has managed to attain a high reputation in the industry in terms of repair and timely maintenance.

At present, Office equipment Inc. boasts a clientele of 10 service contracts. one service technician is given the responsibility of handling all service calls that the company receives. When a history of the service records were pulled out for the purpose of analysis, an average call rate of one call per 50 hours of operation
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THE MEAN ARRIVAL RATE PER CUSTOMER λ:
As per the case study , the company receives service calls from clients at an average rate of 1 call in every 50 hours of operation. λ = 1/50 = 0.02 customers per hour. Therefore, the mean arrival rate is 0.02 customers per hour.

2. THE MEAN SERVICE RATE PER CUSTOMER µ

Complying by the company’s 3 hour guarantee , an average of the total service time is 2.5 hours. This includes 1 hour of travel and 1.5 hours of repair time.
Taking this into account, the average service time per customer will be 1/ 2.5 = 0.4 hours

3. When the waiting line model is followed , there is a general assumption that the arriving customer as well as the service facility is in the same location. In the case of office equipment Inc., after a customer calls for service , the technician takes 1 hour to travel m and 1.50 hours to compete the repair service.
4. WAITING LINE MODEL ANALYSIS OF 1 TECHNICIAN FOR 10 CUSTOMERS

In order to answer this question, management scientist software has been used. The image below shows the input values used:

INFORMATION FORMULA VALUE
Probability that there are no customers in the system Po: Po= 1-(λ/µ)

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