Module 3
Lesson 1
1.) Design a process for one of the following activities:
a. Preparing for an exam
b. Write a term paper
c. Planning a vacation
2.) 3 customer rep. @ 8:30 am to 9:am time period. Standard service rate is 30 min per telephone call
per CSR. Assumed a target labor utilize rate of 80 percent, How many can these three CSR’s handles
during this half-hour period.
Answer:
