The BAT (Jase Answer 1) Givens: calling period = 6 hours per weekday; arrival rate = 22.5 per hour; avg time talking to customer = 15 mins; avg. time to close trouble ticket = 3.2 mins; avg time per call = 18.2 mins; avg salary for a team member = $53,000; number of technicians = 8 Current performance of BOP! Team 1 The current performance of the team of 8 technicians for BOP! Team 1 is less than the ideal case foreseen in the new plan. The team is utilized 85% and the customers wait ~9 minutes on average. On average 6-7 customers receive the service with a 26% probability of more than 4 customers waiting. Service rate calculation: It takes 18.2 mins to handle one call, for a 60-min period, it is 60/182 = 3.3; u = 3.3 Average customer waiting time = 0.148 hr = 8.88 minutes (Using tool) The team's technicians are busy for roughly 85% of their times as shown by their utilizations Utilization: p = 22.5/(8*3.3) = 0.85 It takes 11 technicians to reduce the average waiting time to under 1 minute (0.008 hr)