operations management

posted by .

A critical dimension of the service quality of a call center is the wait time of a caller to get to a sales representative. Periodically, random samples of 6 customer calls are measured for time. Results from the last five samples are shown in the table.
Observation (seconds)
Sample
1
2
3
4
5
6
1
435
408
422
436
410
401
2
440
410
431
427
422
430
3
400
426
419
424
433
425
4
411
406
395
442
436
410
5
408
407
407
435
411
405
a) Management is willing to use three-sigma limits. Using the factors in Table 5.1, determine upper and lower limits for mean and range charts.
b) Plot sample means and ranges on their respective control charts. Is the process in control?
2. (Chapter 6) Larry’s Wickets, Inc. is producing two types of products: A and B. Both are produced at the same machining operation. The machines operate on two 8-hour shifts, 5 days per week, and 50 weeks per year. The manager wants to maintain a 20 percent capacity cushion. Because of demand uncertainties, the operations manager obtained three demand forecasts (pessimistic, expected, and optimistic). The demand forecasts, lot sizes, processing times, and setup times are given in the below table. Determine the minimum, expected, and maximum number of machines needed.
Time Standards
Demand Forecast
Product
Processing (hr/unit)
Setup (hr/lot)
Lot Size (units/lot)
Pessimistic
Expected
Optimistic
A
0.30
1
200
100,000
120,000
150,000
B
0.25
2
100
190,000
210,000
230,000
3. (Chapter 7) The figure below shows the process for paying tuition at a major university. Students are provided their bill for the next term for review, and then routed to different tables for questions to be answered before finally paying their tuition at E. The numbers in parentheses are the times in minutes for each step of the process.
a) What is the capacity for the A-B-C-E process route?
b) What is the capacity for the A-B-D-E process route?
c) If 60% of the students are routed to C and 40% are routed to D, what is the average capacity per hour for the process?
d) Where would you expect student wait times to occur? Why?
Please explain your solutions clearly.
4. (Chapter 15) Complete the MPS record in Figure 15.27 on page 569 of your textbook. Explain how you determined projected on-hand inventory, MPS quantity, and MPS start.
A
(2)
C
(6)
D
(10)
E
(4)
B
(5)

  • operations management -

    ervdcfev123231

Respond to this Question

First Name
School Subject
Your Answer

Similar Questions

  1. operations management/supply chain

    Suppose you are managing a service system in which customers arrive at a rate of two per minute according to a Poisson process. You are investing in a single machine that provides the service and does so with exponential service time. …
  2. Operations Management

    Fresh Sub hires three workers during the peak hours. When customers arrive, one worker is dedicated to order taking and preparing the bread and the meat; then the customer is passed to the second worker, who asks the customer about …
  3. Operations management

    At a major supermarket, checkout time is monitored to improve service quality. For six days, samples each with 20 observations have been obtained, and the following table summarizes the data. Determine if the checkout process is in …
  4. statistics

    A firm has 30% of its service calls made by a contractor, and 15% of these calls result in customer complaints. The other 70% of the service calls are made by their own employees, and these calls have a 5% complaint rate. Use Bayes’ …
  5. Statistics

    Problem During the dinner hour, the distribution of the inter-arrival time of customers at a restaurant is estimated to be as shown below. The mode of payment and the service times of the cash and credit card customers are shown in …
  6. QSO 510

    During the dinner hour, the distribution of the inter-arrival time of customers at a restaurant is estimated to be as shown below. The mode of payment and the service times of the cash and credit card customers are shown in the following …
  7. Statistics

    Service times for customers at a post office follow some right-skewed distribution with mean 2.91 minutes and standard deviation 1.74 minutes. (a) Can you calculate the probability that the average service time for the next two customers …
  8. Stats

    The Internal Revenue Service (IRS) provides a toll-free help line for taxpayers to call in and get answers to questions as they prepare their tax returns. In recent years, the IRS has been inundated with taxpayer calls and has redesigned …
  9. Administrative Office Procedures

    If you have several calls coming in at one time, you should: A. ask someone else to help you. B. answer each call as soon as possible, saying, "Good Morning, Mr. Smith's office, will you hold, please?
  10. Stats

    The manager of Lone Star Restaurant believes that the average wait time of the Saturday evening meal is 30 minutes. To test this belief, the manager selects 50 customers at random and computes the average wait time to be 34 minutes. …

More Similar Questions