using Monte Carlo Simulation

using excel to answer the question

15. Aero Airlines toll free enquiry system Aero Airlines has its hub in Bangkok. They have planned a short haul point to point service in Asia. To reduce on their operational costs, they use 12 used prop jet planes and earlier military airport which are now defunct for their operation. For customer service enhancement they have set up a toll free enquiry system operating between 12 mid night and 6 am. This is operated by 1 agent who takes the calls. The distribution of 500 calls received was summarized and is detailed below: Interval between calls No of cases 1 55 2 105 3 110 4 100 5 100 6 30 The time to process the calls follow the following distribution: Time to process in minutes probabilities 1 100 2 95 3 90 4 85 5 65 6 50 7 15 The customers' calls go on hold when the server is busy and are served in order of the calls. The airlines MD believes that their customers should not be on hold for more than 2 minutes. a) Assess the current performance of the system as compared to the MD's norms. b) If the company plans an ad campaign, the incoming calls distribution is likely to change as follows, Interval between calls probability 1 .30 2 .25 N 3 .20 4 .15 5 .10 What would be the impact on customer waiting time? Is there a need to employ an extra agent? 15. Aero Airlines toll free enquiry system Aero Airlines has its hub in Bangkok. They have planned a short haul point to point service in Asia. To reduce on their operational costs, they use 12 used prop jet planes and earlier military airport which are now defunct for their operation. For customer service enhancement they have set up a toll free enquiry system operating between 12 mid night and 6 am. This is operated by 1 agent who takes the calls. The distribution of 500 calls received was summarized and is detailed below: Interval between calls No of cases 1 55 2 105 3 110 4 100 5 100 6 30 The time to process the calls follow the following distribution: Time to process in minutes probabilities 1 100 2 95 3 90 4 85 5 65 6 50 7 15 The customers' calls go on hold when the server is busy and are served in order of the calls. The airlines MD believes that their customers should not be on hold for more than 2 minutes. a) Assess the current performance of the system as compared to the MD's norms. b) If the company plans an ad campaign, the incoming calls distribution is likely to change as follows, Interval between calls probability 1 .30 2 .25 N 3 .20 4 .15 5 .10 What would be the impact on customer waiting time? Is there a need to employ an extra agent