Answered step by step
Verified Expert Solution
Question
1 Approved Answer
The manager at an IT Consulting provides IT support to a number of clients. The manager is particularly concerned about a major client that is
- The manager at an IT Consulting provides IT support to a number of clients. The manager is particularly concerned about a major client that is under Service Level Agreement (SLA). Under this SLA, all tier one issues called in must be resolved within 12 hours. There is a $150 penalty for every call that exceeds the SLA time. The manager has the following information from collecting and analyzing call data on tier one issues for this client for the past 6 months.
Average number of calls per day = 30
The mean time for resolving issues = 10 hours
The standard deviation of the resolution time = 1.1 hours
- What % of calls will exceed the 12 hours SLA requirement?
- Is the call center process capable?
- What is the expected penalty cost per year if any?
Step by Step Solution
There are 3 Steps involved in it
Step: 1
Get Instant Access to Expert-Tailored Solutions
See step-by-step solutions with expert insights and AI powered tools for academic success
Step: 2
Step: 3
Ace Your Homework with AI
Get the answers you need in no time with our AI-driven, step-by-step assistance
Get Started
Strategic Management Awareness And Change
Authors: Frank Martin , John Thompson , Jonathan M.Scott
8th Edition
1473726336, 978-1473726338
