Operations Management: Assignment

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467995732155Operations Management
Assignment Submission
00Operations Management
Assignment Submission

-474980635000Submitted To:
Prof. Kunal GangulyVisiting Professor (Operations Management)
School of Management and Entrepreneurship
Shiv Nadar University
Date: 17-Oct-2014
00Submitted To:
Prof. Kunal GangulyVisiting Professor (Operations Management)
School of Management and Entrepreneurship
Shiv Nadar University
Date: 17-Oct-2014
4288790635000Submitted By:
Group 1: MBA 2014-16 Batch
Ankita Gupta
Harish Kumar
Hitesh Sharma
Kamal SoniNikhil Abhishek Mishra
Varun Jha00Submitted By:
Group 1: MBA 2014-16 Batch
Ankita Gupta
Harish Kumar
Hitesh Sharma
Kamal SoniNikhil Abhishek Mishra
Varun Jha
QUALITY WIRELESS (A): CALL CENTER PERFORMANCE
Ques 1) What fraction of the days in 2003-2004 failed to meet the targeted hold time of 110 seconds? Given that the daily average hold time was normally distributed with a mean of 99.67 and a standard deviation of 24.24, what fraction of days where the call center failed to meet the targeted hold time of 110 seconds would you expect?
Answer)
The targeted hold time x = 110 s
The mean daily hold time μ = 99.67 s
Standard Deviation σ = 24.24 s
The fraction of days when hold time exceeded 110 s = P(x>110) =?
Mean of a distribution (μ) and a data point (x) is related by the following equation: x = μ ± zσ
For x > 110 s; XY
Value of XY is area under normal curve between z = 0 to z = 0.43.
Thus, approximately 1/3 or 0.336of days the call center failed to meet the targeted hold time. On the frequency distribution table this fraction is represented as 240/731 = approximately 1/3.
------------------------------------------------------------------------------------------------------------
Ques 2) What fraction of the days in April 2005 failed to meet the targeted hold time of 110 seconds? Given that the daily average hold time after process improvements was normally distributed with a mean

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