ITM 601 Lecture Notes - Lecture 8: Call Centre, Poisson Distribution, Business Process

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 601
• Professor: Selcuk Savas

Document Summary

Let prof know for next week if you want to see your midterm: before or after class next week. Nova scotia shipping company: a group of people unload each ship, cost of waiting time is ,000/hr, how many teams would minimize the total system cost. Nssc waiting line cost analysis: challenging part is to come up with average hours waiting per ship. Interested in probability of 4: 9% probability that 4 people will arrive within 1 hour. Service facility characteristics: configuration of service facility, number of servers (or channels, number of phases, service distribution. Analyzing the service process: mean symbol for average, exponential system, example, need to convert minutes into hours, average time to process a customer is 20 mins. Measuring queue performance: the bottom line is to go to the original figure (cost figure) so you can do cost analysis on it, p = utilization factor, % of time that a server is actually busy.