Prepare a managerial report for Regional Airlines analyzing the telephone reservation system. Evaluate both the system that does not allow waiting and expanded system that allows waiting. Include the following information in your report:
• A detailed analysis of the operating characteristics of the reservation system with one agent as proposed by the vice president of administration. What is your recommendation concerning a single-agent system?
• A detailed analysis of the operating characteristics of the reservation system based on your recommendation regarding the number of agents Regional should use.
• A detailed analysis of the advantages or disadvantages of the expanded system. Discuss the number of waiting callers the expanded system would need to accommodate.
• This report represents a pilot study of the reservation system for the 10:00 A.M. to 11:00 A.M. time period during which an average of one call arrives every 3.75 minutes; however, the arrival rate of incoming calls is expected to change from hour to hour. Describe how your waiting line analysis could be used to develop a ticket agent staffing plan that would enable the company to provide different levels of staffing for the ticket reservation system at different times during the day. Indicate the information that you would need to develop this staffing plan.
Sample Solution
