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

question 52

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 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? ​

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Definitions:

Environmental Issues

Various concerns related to the preservation and protection of the environment including pollution, climate change, and natural resource depletion.

Organizational Change

Relates to the process through which companies undergo transformations in structure, strategies, processes, or culture to address internal and external challenges.

Economic Level

Refers to the extent of wealth, resources, or fiscal health of an entity or region, often measured in terms of gross domestic product (GDP), income, and unemployment rates.

Three Levels

The concept of dividing an organization, strategy, or process into three distinct layers or stages for analysis, decision-making, or implementation purposes.