Which One of the Following Statements Is TRUE Regarding the Greyhound

question 69

Multiple Choice

Which one of the following statements is TRUE regarding the Greyhound Frequent Flyer Call Center case?

• A) In the four step analysis procedure described in the case, Step 1 uses equation "Utilization = Demand Rate/[(Service Rate)*(Number of Servers)]."
• B) The "travel advice" category of calls was the lowest priority relative to the other three categories of calls.
• C) True demand in the case included the number of calls rerouted to different customer service representative (CSR) specialists.
• D) The analysis of the case data revealed no scheduling problem with the current customer service representative (CSR) staff schedule.

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