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Werizon’s customer call center schedules 13 call agents between 11am and 1pm to answer customer calls. On average, it takes 15 minutes to handle a call and customers call at the rate of 50 calls/hr on average during this period. Use Queuing Models.xlsx.

  1. a) What is the capacity of the call center for this period in calls per hour?

  2. b) What is the minimum number of call agents to handle the demand for this period? Show your work!

  3. c) What is the average total number of customers at the call center either waiting or talking to call agent?

  4. d) What is the average time a customer spends in the system in minutes?

  5. e) What is the probability that a customer will wait before speaking with a call agent?

  6. f) At most, how many call agents should be scheduled for this period to keep the utilization of the call center at least at 75%?

 
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In The Art of Awareness, J. Samuel Bois reports the following experiment: A psychologist employed seven assistants and one genuine subject in an experiment where they were asked to judge how long was a straight line that they were shown on a screen. The seven assistants, who were the first to speak and report what they saw, had been instructed to report unanimously an evidently incorrect length. The eighth member of the group, the only naive subject in the lot, did not know that his companions had received such an instruction, and he was under the impression that what they reported was really what they saw. In one-third of the experiments, he reported the same incorrect length as they did. The pressure of the environment had influenced his own semantic reaction and had distorted his vision. When one of the assistants, under the secret direction of the experimenter, started reporting the correct length, it relieved that pressure of the environment, and the perception of the uninformed subject improved accordingly. QUESTION 1. To what extent does our sense knowledge depend on what we think we should be seeing?

 

 
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MULTIPLE CHOICE QUESTIONS [10 marks] Answer ALL questions. Choose the best alternative answer

1. Conflict is destructive when ___________________________ A. People are not able to work on what is most important. B. Increased rifts between people do not foster healing. C. Tension increases, strengthening opposite views. D. It diverts peoples energy from more important issues and tasks

2.________________ is conflict resolution style in which there a high respect for mutual benefit, recognition of the needs and mutual benefits of both parties as well as strive for win/win by, working toward solution with others. A. Accommodation B. Collaborative C. Avoiding D. Compromise

3. The ultimate goal of a collective bargaining process is ___________ A. BATNA B. Agreement C. Strike D. Lockout 4. Mr. Onnetse is currently negotiating with the employer for higher wages. He uses inborn attractiveness and friendliness to move towards an agreement. What power source is Mr. Onnetse is most likely using in the negotiation? A. Personal power B. Informational power C. Expert power D. Legitimate power

6. When negotiators cook up a collection of accurate and inaccurate arguments that lead to the other party to the wrong conclusion this is which of the following forms of unethical conduct. A. Bluffing B. Falsification C. Selective disclosure D. Deception

7. The exchange of thoughts, facts and ideas between two more person with an objective of bringing about mutual understanding defines_________ A. Communication B. Negotiation C. Collective bargaining D. Discussion

8. The following encompasses legitimate sources of power for a negotiator, except? A. Centrality B. Authority C. Performance D. Reputation

9. Conflict is destructive when it _____________. A. Opens up issues of importance B. Deepens differences in values C. Helps build cohesiveness D. Allows re-examination of actions.

10. The following are the ways of making communication effective, except A. Ordering others to do something or to stop doing something important B. Reminding yourself that how you say something is often more important than what you say C. The way you organize your messages strongly affects their impact D. Listening clearly and acknowledging what is being said so as tnot to lose track of the negotiating process

 
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18. Which of the following is considered an intentional tort?

a. Unauthorized release of confidential information.
b. Ownership of a pet rattlesnake.
C. Blasting operations.
d. An automobile accident.
19. A standard mortgage clause in a property insurance policy
a. Is a valuation clause that is inserted into the policy.
b. States that loss payments on mortgaged property will be made only in the name of the mortgage holder.
C. State that a denial of a claim to the insured, that results from the failure of the insured to comply with terms of the insurance policy, shall not deny a claim to the mortgagee.
d. Requires the mortgagee to pay the premium.
20. Which of the following collapse losses would be covered under a HO-3?
a. Weight of contents.
b. Known insect damage.
C. Earth movement from a volcanic eruption.
d. Defective workmanship completed 2 years ago.

 
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