Individual Case: Zappos Customer Loyalty Team

Please see the spreadsheet with data posted on BB for your convenience. Please turn in your spreadsheet with the analysis and a word doc/pdf with the answers to the following questions. Be sure to state any assumptions made in your spreadsheet or write-up. Clarification: In Exhibit 3 please ignore columns E and F (i.e., the Talk/Hold times). The information regarding the service rate is provided in the case. Assignment Questions: 1. Analyze staffing by using the half-hours from 6:30 am to 1:30 pm. How many staff do they need each half hour to achieve their goals of: i) 80% utilization and ii) less than 20 seconds wait time in the queue? Assume inter-arrival times are exponential and that the Cs = 1.25 (in minutes). You do not need to figure out the crazy half hour schedule as shown in Exhibit 5. 2. How does raising the goal of average waiting time from 20 sec to 40 sec affect your staffing decisions and the utilization of your system?