1. Some customer support call center let incoming callers know how long they would be on hold before talking to a service agent. This improves customer experience because:
it lessens the perception of unfairness in waiting
unoccupied time seems longer than occupied
in-process waits seem shorter than pre-process waits
uncertain waits seem longer than certain waits
2. Some restaurants, when busy, let customers read menus and place orders before being seated, namely, while waiting in line for a table. This improves customer experience because:
in-process waits seem shorter than pre-process waits
sharing information decreases customer unhappiness
it lessens the perception of unfairness in waiting
uncertain waits seem longer than certain waits
3. Find a Doctor, is a small startup that helps people find a physician that best meets their needs (location, insurance accepted, etc.) During a “slow” time for them, they have 9 staff members taking calls from customers. On average, one call arrives every 7 minutes. On average, each staff member spends 22 minutes with each customer. What is the utilization rate of the staff members? (choose the answer closest to your calculations)
35%
45%
40%
30%
4. Jennifer owns Crunch Code, a company that provides quick programming solutions. Clients send Crunch projects via their webpage and Crunch bangs out the needed code as quickly as possible. Jennifer has 7 programmers who do all of the coding. On average, a project arrives once every 5.2 hours. Each project is assigned to one programmer and that programmer takes on average 18.2 hours to complete each project. Jennifer wants to know what fraction (as a percentage) of the time is each of her programmers busy coding? (Choose the answer closest to your calculations)
40%
50%
60%
70%
5. There are 5 servers in the checkout area. Customer arrive to the checkout area at the rate of 30 customers per hour. The processing time for each customer is 8 minutes. Assuming that the coefficients of variation for the arrival process and the service process are both 1. What is the average waiting time in queue? (choose the answer closest to your calculations)
5 minutes
15 minutes
22 minutes
2 minutes
6. If project A has a Net Present Value (NPV) of $30,000 and project B has a Net Present Value (NPV) of $50,000, what is the opportunity cost if Project B is selected?
a) $23,000
b) $20,000
c) $30,000
d) $50,000