Problem B. Diverge Inc. is a telecommunication company known for its good customer service in terms of speed in resolving complaints and new account application. However, since the company is expanding its customer service capabilities through adding services such as shared family plans, its current allocation of customer service representatives (CSR) per shift will change due to the increase in the expected calls per shift. Shown in Table B.1 are the work shifts and the working hours per shift. Moreover, the company intends to hire part-time CSRs aside from full time CSRs. Each full time and part time CSR has an hourly rate of $5.50 and $3.00, respectively. Each full time CSR can manage 15 calls/hr while a part-time CSR can handle 8 calls/hr. Part-time CSRs can only be assigned in shifts 2 and 4. The maximum expected calls per hour of the different time intervals is shown in Table B.2. The total CSRs (both full time and part time) from 8am to 8:59am should be at least 25 and at most 45 from 12pm to 12:59pm. Formulate an LP to minimize the total cost that the company may incur in adjusting their customer service workforce. (10 pts) Table B.1 Shift and working hours per shift. Shift No. Working hours 1 7am -1pm 2 8am-2pm 3 9am-3pm 4 10am-4pm 5 11am - 5pm Table B.2 Maximum expected calls per hour of the different time intervals. Time Maximum expected calls per hour 7:00 am - 8:59am 350 9:00 am - 10:59am 240 11:00 am - 12:59pm 560 1:00 pm - 2:59pm 300 3:00 pm - 4:59pm 150 Problem B. Diverge Inc. is a telecommunication company known for its good customer service in terms of speed in resolving complaints and new account application. However, since the company is expanding its customer service capabilities through adding services such as shared family plans, its current allocation of customer service representatives (CSR) per shift will change due to the increase in the expected calls per shift. Shown in Table B.1 are the work shifts and the working hours per shift. Moreover, the company intends to hire part-time CSRs aside from full time CSRs. Each full time and part time CSR has an hourly rate of $5.50 and $3.00, respectively. Each full time CSR can manage 15 calls/hr while a part-time CSR can handle 8 calls/hr. Part-time CSRs can only be assigned in shifts 2 and 4. The maximum expected calls per hour of the different time intervals is shown in Table B.2. The total CSRs (both full time and part time) from 8am to 8:59am should be at least 25 and at most 45 from 12pm to 12:59pm. Formulate an LP to minimize the total cost that the company may incur in adjusting their customer service workforce. (10 pts) Table B.1 Shift and working hours per shift. Shift No. Working hours 1 7am -1pm 2 8am-2pm 3 9am-3pm 4 10am-4pm 5 11am - 5pm Table B.2 Maximum expected calls per hour of the different time intervals. Time Maximum expected calls per hour 7:00 am - 8:59am 350 9:00 am - 10:59am 240 11:00 am - 12:59pm 560 1:00 pm - 2:59pm 300 3:00 pm - 4:59pm 150
