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We take as production measure the capacity of the existing group of employes.Based on Exhibit 3 they can serve 1164.3+68= 1232,2 calls per day.(we consider that the employee F can serve 68 calls per day based on exhibit 3).This mean that per 30min interval can serve 1232,2/15=82,147 calls.
Our average required call capacity per day based on the above table is 1405,8987.
So capacity utilization is the rate of current capacity to required capacity,and is equal to 114%.
2. How should Susan reorganize her division in order to achieve no abandon calls?
Each day has different required capacity at peak hours...
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