Question
The manager at IT Consulting provides IT support to several clients. The manager concerns about a significant client under Service Level Agreement (SLA). Under this
The manager at IT Consulting provides IT support to several clients. The manager concerns about a significant client under Service Level Agreement (SLA). Under this SLA, all tier-one issues must be resolved the same day, not to exceed 12 hoursa $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 six months.
The average number of calls per day = 30 with a standard deviation of 8
The mean time for resolving issues = is 10 hours
The standard deviation of the resolution time = 1.1 hours
- Is the call center process capable?
- What % of calls will exceed the 12 hours SLA requirement?
- What is the expected penalty cost per year, if any?
Step by Step Solution
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There are 3 Steps involved in it
Step: 1
To determine if the call center process is capable we need to calculate the process capability index ...
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International Marketing And Export Management
Authors: Gerald Albaum , Alexander Josiassen , Edwin Duerr
8th Edition
1292016922, 978-1292016924
