Listen-Up.Com Case-Operations Management - 1865 Words

Operations Management Listen-Up.com Case introduction Mai Chen, fresh from business school, has been hired by Listen-Up.com, a small, start-up manufacturer of hearing aids, to resolve the difficulties within its customer service group. The company’s products are sold over the Internet or phoned in using the company’s toll-free telephone lines, but telephone orders is the main and growing sales channel. During its three years of existence the company has experienced rapid growth with the number of units produced more than doubling each year, but now faces a problem, scheduling its customer service staff and to optimize its toll free line capacity, in order to satisfy customers. The issue is that during the peak period of 7:30 am†¦show more content†¦* FCFS If no CSR is available, the caller waits as the call is placed in a queue for the next available CSR on a â€Å"first-come, first-serve basis. * Single Phase Although 6 call types are mentioned in the case, there is no specific sequence for answering those questions and customers may ask only one type of question. Therefore it is single service. Formula: 5. What is the expected number of people waiting in the queue? The expected number of people waiting in the queue is Lq = 0.0677 * * Look up the table and find the result is about 0.059 However, we don’t think it is accurate. * We stimulate these calculations of the Queuing Models on excel, which is called Q.xls. Finally, we get a more accurate Lq. 6. What is the average number of callers in the system? The average callers in the system not only contain the customers who are on the call, but also include those customers who are waiting in the queue. So the average number of callers can be calculated by adding the expected number of people waiting in the queue and the average utilization of the employee. * = 0.0677 + 112.39 / 27.55 = 4.1472 7. What is the average total time in the system? The average total time in the system can be divided into two aspects, the waiting time and the serving time. For the average waiting time, we should use the expected number of people waiting in the queue to be divided by the arrival rate.Show MoreRelatedInstructor Manual37126 Words   |  149 PagesINSTRUCTOR’S RESOURCE MANUAL to accompany Operations and Supply Management – The Core Second Edition Prepared by F. Robert Jacobs ACKNOWLEDGEMENTS I am indebted to all of my colleagues who have contributed to this manual. Very few of the ideas contained in here are totally original. Thanks much to all of you for spending so much time discussing how you do things in class and allowing me to share your ideas in this manual. F. Robert Jacobs i TABLE OF CONTENTS Introduction Videos