An Introduction to Management Science 13th Edition by David Anderson,Dennis Sweeney ,Thomas Williams ,Jeffrey Camm, Kipp Martin

Exercise 16

To improve customer service, Ocala Software Systems (see Problem 14) wants to investigate the effect of using a second consultant at its technical support center. What effect would the additional have on customer service? Would two technical consultants enable Ocala to meet its service guidelines with no more than 35% of all customers having to wait for technical to wait for technical support and an average customer waiting time of two minutes or less? Discuss.