How long is the line, and how much time do students spend, Ask an Expert

Management Studies

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Mary Jane Smith, sole employee of The Office of Student Complaints About Operations Courses, has an irate visitor every 20 minutes on average, and the visitor takes an average of 15 minutes to handle. Assuming Poisson arrivals
and exponential service times:
a. What percentage of time is Mary Jane idle?
b. How long is the line, and how much time do students spend waiting, on average?

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