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Operations Management
Waiting Line ApproximationLet’s consider an example of a call center that takes orders for a mail-order business. During the peak period, the average time between call arrivals (¯X a ) is 0.5 minutes with a standard deviation (Sa) of 0.203 minutes. The average time to service a call (¯ X s ) is 4 minutes and the standard deviation of the service time (Ss) is 2.5 minutes. If the call center is using nine operators to service calls, how long would you expect customers to wait before being serviced? What would be the impact of adding an additional operator?

Waiting Line ApproximationLet’s consider an example of a call center that takes orders for a mail-order business. During the peak period, the average time between call arrivals (¯X a ) is 0.5 minutes with a standard deviation (Sa) of 0.203 minutes. The average time to service a call (¯ X s ) is 4 minutes and the standard deviation of the service time (Ss) is 2.5 minutes. If the call center is using nine operators to service calls, how long would you expect customers to wait before being serviced? What would be the impact of adding an additional operator?

Practical Management Science
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter12: Queueing Models
Section12.4: Important Queueing Relationships
Problem 6P
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Waiting Line Approximation
Let’s consider an example of a call center that takes orders for a mail-order business. During the peak period, the average time between call arrivals (¯X a ) is 0.5 minutes with a standard deviation (Sa) of 0.203 minutes. The average time to service a call (¯ X s ) is 4 minutes and the standard deviation of the service time (Ss) is 2.5 minutes. If the call center is using nine operators to service calls, how long would you expect customers to wait before being serviced? What would be the impact of adding an additional operator?

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