Operations Management
Operations Management
2nd Edition
ISBN: 9781260484687
Author: CACHON, Gerard
Publisher: MCGRAW-HILL HIGHER EDUCATION
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Chapter 2, Problem 6CQ
Summary Introduction

To determine: The inventory.

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Give the definition, purpose, and characteristics of the following: 1. Customer Care Call 2. Collection Call 3. Telemarketing Call 4. Inbound Call 5. Outbound Call
Which of the following statements about Prof. Eric Bradlow's talk on "clumpiness" is correct? A: Customers who come in bursts then go away again and again are not profitable.   B: Clumpiness is a new metric which replaces for one of RFM metrics.   C: Traditional RFM metrics are enough to describe arrival patterns of people.   D: Looking at recency, frequency, and monetary value in historical customer data basically ignores the inter-arrival times.
When you are connected to a representative, it will be, with equal probability, somebody from the billing department, customer retention department, or marketing department. When talking to a billing representative, the time until the issue is resolved is distributed uniformly from 10 to 20 minutes. Customer retention specialist will resolve you issue in exactly 2 minutes. Marketing person will first discuss with you promotions and new offers (this time will be normally distributed with average 10 minutes and standard deviation 2 minutes) and then transfer you to a new representative, who will, again be from one of the three departments with equal probability. What is the expected time that you will spend on the phone?
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