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Email and Call Queue Analysis

The document contains three examples with calculations related to queuing theory, call centers, and process capability. Example 1 involves email response times, example 2 involves calls arriving at a call center, and example 3 involves temperature variation in a manufacturing process.

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Amin Aslam
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4 views3 pages

Email and Call Queue Analysis

The document contains three examples with calculations related to queuing theory, call centers, and process capability. Example 1 involves email response times, example 2 involves calls arriving at a call center, and example 3 involves temperature variation in a manufacturing process.

Uploaded by

Amin Aslam
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Answer #1)

A) Data:
λ = 2 minutes = 60mins/2mins = 30 emails in an hour
μ = 4 minutes = 60mins/4mins = 15 email responses in an hour
S= 3

ρ = λ/S*μ
= 30 / 3*15 = 0.67

Lq = P(j≥s) * ρ/1-ρ

Lq = 0.51 * (0.67/10.67)
Lq = 1.03

Wq = Lq/ λ
= 1.03 / 30
= 0.034 i.e. 2 minutes.

B) Since Lq i.e. emails waiting in the que before getting answered is 1.03, there would be around 1
email yet to be answered on average.
C) Since P(j≥s)
Therefore S = 3 and ρ=0.67
Hence there is 51% probability that total number of emails in the system being more
than or equal to three at any point in time
Answer #2)

λ = 3 minutes = 60/3 = 20 calls an hour


μ = 2 minutes = 60/2 = 30 calls in an hour

A)
Calls landing in an hour = 20
Time required by Tom to handle these calls = 2mins per call i.e. 20 * 2 = 40 mins in total
Therefore, Tom would have 20 mins idle in an hour to read his book.
So, 1 page = 1 minute therefore, Tom can read 20 pages in an hour and hence 160 pages in an 8-
hour shift

B)
ρ = λ/μ = 20/30 = 0.67
L = ρ/1- ρ= 2

Lq = L – Ls
Lq = 2 – 0.67 = 1.33

Wq = Lq / λ = 0.066 i.e. 4 mins.

C)
W = L / λ = 2/20 = 0.1 hour
Total Cost = 0.1 * 5 = $ 0.5 per customer per hour
If 20 customers arrive in an hour so $0.5 * 20 = $10.
In an 8-hour shift = 8 * $10 = $80.

Answer #3)

Mean temperature = 40
SD = 2 i.e. 3SD = 6 and 6SD = 12
USL = 49 C
LSL = 38 C

A)

Cpk = min [USL-Mean/3SD , Mean – LSL/3SD] > 1.33

= min [1.5 , 0.33]


= 0.33 < 1.33

B)
The same is not acceptable since the system capability is 12 C whereas the specification range is
11 C

C) Reduce standard deviation to lessen variation. Additionally, specification and mean should
be aligned the process mean.

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