The BAT Case: Putting Tech Support onthe Fast Track, M. Lariviere, Kellog School of Management (2007).
1. Suppose Grayson implements Fast Track by keeping BOP! Team 1 together as one team and giving priority to Fast Track calls. Given the team’s current staffing of 8 technicians, what fraction of customers could be Fast Track with an average wait of less than one minute? How many more technicians would be needed as the number of Fast Track callers increased? What would be impact on standard calls?
2. If additional technicians are needed, is Fast Track economically viable?
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