Explain to Randy why his estimate of four workers needed during the early weekday period is flawed. Remember that his background is in political science with acquired IT expertise.  Create an explanation that he will understand. List six important assumption required to apply the M/M/s queueing model at the IMD help desk for evaluating the two alternative presented in this analysis. For each assumption, write 1-2 sentences explaining why it is a valid assumption.

AD 605 Operations Management

IMD Help Desk Case Study

Study the case study document.  Work with your team on the following questions.  Important: For case study assignments, it is NOT a good idea to start by splitting the questions among the team members.  Each team member should read the case and draft a response to every question.  Then, the team should get together to perform the final analyses and then (perhaps) split the writing of the final report (which should be edited to ensure continuity).

Important – make your report understandable by Randy Albright.  His background and attitude about the work are included in the case study document.  Your grade will include evaluation of your ability to explain concepts to management personnel who are not familiar with analytical methods like queuing theory.

Case Questions:

1. Explain to Randy why his estimate of four workers needed during the early weekday period is flawed. Remember that his background is in political science with acquired IT expertise.  Create an explanation that he will understand.
2. List six important assumption required to apply the M/M/s queueing model at the IMD help desk for evaluating the two alternative presented in this analysis. For each assumption, write 1-2 sentences explaining why it is a valid assumption.
3. Perform an analysis using the M/M/s queuing model by evaluating each of the two options, over the three time periods. Experiment with different numbers of servers and observe the balance of service costs (i.e., number of servers, required expertise, etc.) and customer service (i.e., waiting time, queue size, etc.).  Teams doing more comprehensive analyses will earn better grades.  Complete the following table showing your recommended number of servers for each time period.  State the criteria you used to make these choices and justify your recommendations.   Turn in an Excel file with the analysis details (clearly labelled).

Servers Recommended by Waiting Line Analysis

4. Based on the analysis of each option above, make an overall recommendation. Should IMD implement the first option (segmented service) or the second option (common service).  Be aware that it is not possible to reconfigure the layout between times, and it is not possible for the segmented lines to share service workers. Be prepared to have a team member present this result orally at a classroom session.

Turn in both an Excel file (as described above) and your case study report (one Word file).  The report should include a cover page (with course name, case study title, date, and team members).  The Word file should be clearly organized so that Randy Albright will be able to follow your analyses and easily read all tables and figures.  Do not require the reader to open the Excel file when reading the report.

IMD-Case-Study

APA

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