Chapter 5: Modeling Detailed Operations
Chapter 5: Modeling Detailed Operations
Chapter 5: Modeling Detailed Operations
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Call Arrivals<br />
• Calls arrive from 8 AM until 6 PM ~expo(0.857)<br />
• Every caller needs a phone line to enter the process<br />
• If all 26 lines busy, caller gets busy signal and leaves<br />
• Calls get recording asking … UNIF(0.1, 0.6) min<br />
• Technical support (76%)<br />
• Sales information (16%)<br />
• Order-status inquiry (8%)<br />
Simulation with Arena <strong>Chapter</strong> 5 –<strong>Modeling</strong> <strong>Detailed</strong> <strong>Operations</strong> part 1 Slide 3<br />
Technical Support Calls<br />
• Calls get 2nd recording asking … UNIF(0.1, 0.5) min<br />
• Product type 1 support (25%)<br />
• Product type 2 support (34%)<br />
• Product type 3 support (41%)<br />
• 8 tech support employees: two qualified for type<br />
1, three for type 2, and three for type 3.<br />
• If no qualified tech-support person is available,<br />
call waits in electronic queue<br />
• All tech support conversations ~ TRIA (3, 6, 18)<br />
Simulation with Arena <strong>Chapter</strong> 5 –<strong>Modeling</strong> <strong>Detailed</strong> <strong>Operations</strong> part 1 Slide 4
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