INSTRUCTIONS
When preparing for your discussion post on this case, it is recommended that you read it several times.
Read it the first time to familiarize yourself with the case.
On the second reading, consider your assigned role in the situation, and let that guide your perspective. Look deeper at the details: facts, problems, organizational goals, objectives, policies, strategies.
Next, consider the concepts, theories, tools, and research you need to use to address the issues presented.
Then, complete any research, analysis, calculations, or graphing to support your decisions and make recommendations.
BACKGROUND INFORMATION
In this module, you will focus on queueing with patient and impatient customers. You are the Operations Manager for a large customer service company in Kota Kinabalu, Malaysia. You have just been asked by your supervisor to select a queue model for your new call center. The cost of service is $12 (U.S. $) and the cost of waiting is $4 (U.S. $). Historical arrival rates (how often customers call in), has varied uniformly between 22 minutes and 45 minutes. If you choose a M/G/1 queue, your standard deviation is 0.18 (based on historical values at your other call centers). Your job will be to select the queue style you want for the new call center, which will require you to establish a service rate and number of servers (as necessary).
This discussion addresses the following Module Outcome:
Evaluate processes with impatient customers using the Erlang Loss Model. (CO1, CO4, CO6)
DISCUSSION PROMPT
In this discussion scenario, you were directed by your supervisor to select a queue type for your company's new call center in Kota Kinabalu. It is time to explore the various queue types (using this link: (https://ericjjesse.wordpress.com/course-introduction/queues/) (Links to an external site.)Links to an external site.) and select a queue type for this discussion.
TASKS
Download and fill in the Queue Template.
Choose a queue type, including any assumptions / calculations you made for input parameters. In addition, provide your average waiting time in the system (W) for each of the three options listed above (you will select one M/M/s option)
Answer the following:
What were your tradeoff considerations / variables?
Now assume that your cost of waiting increases to $6, does that change your selected queue? Why or why not?
When responding to your classmates, consider their choice of queue ?Do you agree with their decision? Why or why not?
APA style and References
Attachment:- Queue Template.xlsx