Learning Goal: I’m working on a management question and need an explanation and

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Learning Goal: I’m working on a management question and need an explanation and answer to help me learn.The ticketing counter of a major airline has four agents who serve its passengers. Passengers
arrive at the rate of 110 per hour according to a Poisson process. They wait in the line to check
in with the agents and get their boarding pass. The time it takes an agent to serve a passenger
is about 2 minutes with standard deviation 3 minutes. The waiting line for ticketing has been
long, resulting in some customers missing their flights. Thus, the airline is considering increasing
capacity of the ticketing by adding one more agent. If the airline adds the fifth agent,
(a) How much, on average, would this reduce the passengers’ waiting time to get their boarding
pass?
(b) How much, on average, would this shorten the line for ticketing?
(c) What fraction of time would the agents be idle?

 

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