Peri Thompson is the sole dispatcher for Thompson Termite Control. Peri’s job is to take customer calls, schedule appointments, and in some cases resolve any service or billing questions while the customer is on the phone. Peri can handle about 15 calls an hour.
a. Typically, Peri gets about 10 calls an hour. Under these conditions, what is the average number of customers waiting, and what is the average waiting time?
b. Monday mornings are unusually busy. During these peak times, Peri receives around 13 calls an hour, on average. Recalculate the average number of customers waiting and the average waiting time. What can you conclude?