Waiting Lines and Queuing Models Essay

Technology is rapidly changing our lifestyles on a daily basis. From how we entertain ourselves, how we stay in contact with one another, all the way to how we pay our bills. Successful attempts within the world of information technology have significantly changed the way we do business as well. Web and mobile-based applications created a new platform for businesses to expose themselves to new clientele, along with staying abreast to what competitors are using to compete with them. Individual use of these web and mobile-based applications can help a user upgrade his or her own standing in the business world as well, which is what I would like to talk about in this essay. In

Thus, in my workplace our shifts tend to focus more on intangible factors, such as employee productivity, customer satisfaction and repeat business. In the business of telephone customer service, we view our supply and demand in terms of how well we are meeting the demand of calls coming in and how well we supply the desire of our customers to have their issues resolved in a timely manner. During periods of high demand, such as the holiday season, we staff more employees to work the phones. Similar to the situation in scenario 2, we have to be certain that the number of representatives on the phone is still profitable by the business, so while there may be a small wait time for a customer to speak with an agent, it is more profitable for the customer to have a five minute wait than to put twenty more people on the phone to meet that increased business need.

Call centre workers must be able to listen well and communicate verbally. Speaking to customers on a daily basis we must make sure that we are able to problem solve and resolve and give any solutions to customers. On a daily basis we have to read scripts and make sure that we are offering a service that is compliant. We deal with so many different people from so many different backgrounds and we must be aware of this when speaking to them. It is important to actively listen to the customer, not speak over them and answer the questions using the right tone of voice. If a customer is angry then I will try to calm them down and try to resolve any issues within my remit.

This report was commissioned to explore the opportunities of moving our company to a call center/ remote agent model. I will examine which technologies we would benefit from and how they would improve and expand our business.

For instance, over a period of time the inter-arrival rates had a consistent trend overall but the service times for each customer did not follow the same consistency. The data collected showed transactions involving returns occupied more time, usually in the range of 1.5 to 2 minutes and sometimes more. Transactions that were less than 1.5 to 2 minutes were purchases-only. The environment of the checkout area was taken into consideration. The setup of products in the designated waiting area is a positive way to distract customers from actual waiting time. This arrangement also maximizes store profits as patrons are tempted to make impulse purchases. This was the immediate inherent explanation as to why only one check-out/returns line is used. Although there is a designated waiting area, if service times are slower than the arrival rate, the queue extends past the designated waiting line and blocks merchandise intended to be viewed by customers not in the queue. Blocking off merchandise and the visual image of a line extending past the designated area negatively impact the experience of a customer and the decision to wait in line. The loss of a customer is associated with a cost to Winners. Therefore, for every customer that leaves the system before they have been serviced represents a cost to store management in addition to operating and waiting costs. For this report, only the

Using the appropriate queuing model, compute the server utilization (probability that the server is busy) and the waiting time W (known as the response time in this application), as the number of clients M varies from 1 to 20. (Use a data table). Plot W against M to show the effect of the number of clients on the system response. At high server utilization the system is congested and each additional client increases the response time by its service time and the plot of W against M becomes linear. From your computed results calculate the change in W as M increases from 19 to 20.

1. Dello is a world-class PC company. Management believes that they understand their products and customers better than any outsourcing company; therefore Dello should provide customer service in-house. Ideally, Dello’s customer service department wants to handle all the customer phone calls. During peak hours, however, Dello receives so many customer calls that they ask an outsourcing company, Telemate, to help handle incoming calls. Dello’s switchboard system is programmed in the following way; A customer calls Dello at its 1-800 number. If there are 14 or less callers in the system waiting to speak with one of the customer service representatives, then the call stays within Dello’s system and the customer

Small businesses rely on network connectivity for communications. With the advancement in Voice Over Internet Protocol (VOIP), many businesses are using the internet to save on phone costs. Additionally, it is common for a business to have an in-house communications system. Take some installations in the Air Force for example; they use an Instant Messaging (IM) service for member-member contact. Many times, it is easier to reach

Also an analog one-line back up phone should be placed on each desk for maintenance reasons or if for some reason the ACD (automatic all dialer) system goes off line agents can still accept calls. All call center agents will also use a laptop computer with dual monitors to all them to be flexible and have the ability to test wired and wireless issues a customer may have. Each agent will have a unique and secured user account. The only person who should be able to access an agent’s account is that agent. After the implementation of the call centers it is necessary to train the center managers on the systems that will be used in the call center. There will be a 3 day training class offered at a centralized location for the 3 call center managers and the assistant mangers.

A. Attention getter: What do you feel like when you have to wait in long lines. Do you enjoy waiting in long lines at the movies or dmv. I knew two classmates that had to be in a line. They were put on the waitlist for organ and tissue. Both of them had to be turned down a few times. They would get a call only to find out the transplant was a bad match. Eventually, they ended up

Unified Communications has progressed toward becoming fairly a popular expression, yet we jump at the chance to allude to it as meeting, or union. Incorporating your office telephone framework with your PC condition is the ideal approach to enhance your business and streamline forms.

Call centers were antiquated and no standardized measurement systems or aggregated goals existed for the call centers, and no centralized policies existed. In addition, Congress had cut the IRS budget by 11%, $4 billion was spent on modernizing information systems but still not completed, and 2,000 employees were laid off. (Davis, 1997)

This report is a continuation of the group project which produced and analysed a working simulation model of the queueing problems at ‘University House Restaurant’ using Simul8. From the conceptual modelling of the group project, the model contents, which include the scope and the level of detail, and constraints, will remain the same as well as the simplifications and assumptions. Likewise, the validation and verification of the model are assumed to be reasonably accurate. However, some factors from the original report will be subject to change according to different scenarios during the experimentation.

The current average utilization rate of the call centre is 30.48% (see appendix XXX). The average arrival rate, rate at which the patients call, is lower than the average service rate, rate at which the patients are serviced. However, both the arrival time and the service time contain moderate variability (see appendix XXX), negatively impacting the flow time during peak hours. There are two arrival rate variability issues: variability amongst the different days the calls are received and variability amongst the hours the calls are received. The problem is bigger than Laura anticipated. As per the ‘Appendix 5’ of the case, the average daily abandoned calls are 338 and not 35. This does not include the patients receiving a busy signal, therefore becoming lost throughputs. Thus given the low utilization rate it is clear that the problem the call centre faces is in managing variability and not capacity.

In order to succeed today, organizations that are competing in global markets are increasing rapidly. The increased use of technologies such as the Internet, intranets, and extranets will definitely revolutionize how businesses will operate and how they will use computers to compete. The Internet and related technologies and applications have changed the ways companies operate their businesses processes and activities. For example, companies can network their offices and share data to be more effective and efficient. However, excessive use of the Internet, intranets, and extranets also create intense