1. Alabama Airlines opened its doors in June 1995 as a commuter service with its headquarters and only hub located in Birmingham. A product of airline deregulation, Alabama Air joined the growing number of successful short-haul, point-to-point airlines, including Lone Star, Comair, Atlantic Southeast, Skywest, and Business Express.

Alabama Air was started and managed by two former pilots, David Douglas (who had been with the defunct Eastern Airlines) and Savas Ozatalay (formerly with Pan Am). It acquired a fleet of 12 used prop-jet planes and the airport gates vacated by the 1994 downsizing of Delta Air Lines.

With the business growing rapidly, Douglas turned his attention to Alabama Air's free reservations system. Between midnight and 6 am only one phone reservation agent was on duty. The time distribution between incoming calls during this period is as shown in the table.

1.1 Douglas watched the agent and his time carefully and estimated that the time taken to process passenger requests is distributed as shown in the table

1. 2 All customers calling Alabama are suspended Air, and they are presented in order of calls unless agent Reservations are available for immediate service. Douglas decides whether A second agent has to handle customer demand. To maintain customer satisfaction, Alabama Air does not want a customer to be held on hold longer than 3 to 4 minutes, and they also want to maintain "high" operator usage. Moreover, the airline is planning a new TV advertising campaign. As a result, you can expect an increase in toll-free phone inquiries. Based on similar campaigns in the past, the distribution of calls received from midnight to 6 am is expected to be as shown in the table. 1.3. The same service time distribution will apply.

Questions for discussion:

1. What would you advise Alabama Air to do for the current reservation system based on the original call distribution? Create a simulation model to investigate the scenario. Describe the model carefully and justify the duration of the simulation, assumptions, and measures of performance.

2. What are your recommendations regarding operator utilization and customer satisfaction if the airline proceeds with the advertising campaign?

Answer step by step plz to understand

TABLE 2.1 Incoming Call Distribution TABLE 2.2 Service Time Distribution TABLE 2.3 Incoming Call Distribution