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A customer service department has the following resolution response time data:                            Average Response Time First contact                     0.25 hr. Service scheduling          0.50 hr. Wait for service             24.00 hrs. Service                            1.50 hrs. Total resolution time     26.25 hrs.   What is the value-added ratio (rounded to one decimal place) in this process?   a. 8.6%   b. 91.4%   c. 5.7%   d. 28.6%

A customer service department has the following resolution response time data:                            Average Response Time First contact                     0.25 hr. Service scheduling          0.50 hr. Wait for service             24.00 hrs. Service                            1.50 hrs. Total resolution time     26.25 hrs.   What is the value-added ratio (rounded to one decimal place) in this process?   a. 8.6%   b. 91.4%   c. 5.7%   d. 28.6%

Practical Management Science
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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A customer service department has the following resolution response time data:

                           Average Response Time

First contact                     0.25 hr.

Service scheduling          0.50 hr.

Wait for service             24.00 hrs.

Service                            1.50 hrs.

Total resolution time     26.25 hrs.

 

What is the value-added ratio (rounded to one decimal place) in this process?

  a.
8.6%
  b.
91.4%
  c.
5.7%
  d.
28.6%
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