SCM 405 Chapter Notes - Chapter 8(8.1-8.4): Call Centre, Random Variable, Standard Deviation
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8:45 pm: most annoying form of supply and demand mismatch is waiting time, two different types of waiting time. When expected demand rate exceeds the expected supply rate for some limited period of time. Can be attributed to the presence: objective of this chapter: Predict waiting times and derive some performance metrics capturing the service quality provided to the customer. Recommend ways to reducing waiting time by choosing appropriate capacity levels, redesigning the service system, and outlining opportunities to reduce variability. 8. 1 motivating example: a somewhat unrealistic call center: information: On average, calls take 4 minutes to complete. 12 calls/hour on average (one call every 5 minutes) Utilization = flow rate/capacity = 12/15=0. 8 80: we observe that: More customers do have to wait a considerable amount of time before being served. The call center is not able to provide a consistent service quality, as some customers are waiting while others are not.
