Seventy-Five Percent of Calls Arriving at a Help Line Can

question 16

Essay

Seventy-five percent of calls arriving at a help line can be handled by the person who answers the phone, but the remaining 25% of them will need to be referred to someone else. Assume that every call requires one minute of attention by the person who answers the phone (either to answer the question or to figure out how the referral should be handled). Calls that are referred need an additional amount of time, as given in the table below. Callers are served on a first come, first served basis, and are put on hold until the line is free. Use the random numbers to simulate what happens to 10 callers. (Use the random numbers in order - from left to right, first row first - as you need them.) What percentage of your callers needs to be referred? Of those who had to be referred, what is the average referral time?

Comprehend the concept of the zone of indifference and its significance in organizational behavior.

Identify and describe tangible symbols of power as per Michael Korda.

Analyze the ethical dimensions of power-related behavior using the criterion of utilitarian outcomes.

Describe the characteristics of managers who use power successfully according to David McClelland.

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Definitions:

Dedifferentiation

The process by which specialized cells lose their specialization during regeneration or in response to injury.

Differentiation

The process by which cells or tissue undergo a change toward a more specialized form or function.

Mitosis

A process of cell division that results in two genetically identical daughter cells from a single parent cell, crucial for growth and repair in organisms.

Seven

A cardinal number that follows six and precedes eight, often symbolically used in various cultures.