Case: Putting Tech Support onthe Fast Track

The BAT Case: Putting Tech Support onthe Fast Track, M. Lariviere, Kellog School of Management (2007).
1. Is the program viable if BAT provides free service to all Fast Track callers who have a wait over one minute? (Hint: In evaluating this question, think about how the fraction of Fast Track missing the one-minute target would compare to the fraction missing that target if calls were handled first-in, first-out.)
2. How should BAT implement Fast Track? Should BOP! Team 1 be kept as one team or should it be split into separate subteams, dedicated to either Fast Track or standard calls? (Assume that the standard call subteam has to be big enough to keep the average wait at or below current levels.)

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