The BAT Case
The BAT case explores the impacts of alternative ways of managing capacity, discusses different
ways of pricing services, and demonstrates the basics of the relation between utilization and delay.
Report Objectives: To analyze the performance of BOP! Team 1 and evaluate the impacts of the
Fast Track proposal and how it should be implemented.
Report Guidelines: Your report should be no more than 5 pages typed (1-inch margins, 12-point
font, double-spaced) excluding exhibits. Please adhere to professional editing standards (e.g., clear
exposition, spell-check, etc.). Reports should conform to the following format and focus on the
following questions:
1) Introduction: Describe the issues that BATs tech support call center is facing.
a. What is the value proposition that BATs tech support is offering to its customers?
b. What are the major problems that Grayson is facing in terms of capacity
management, customer satisfaction, and service quality?
2) : Using the data about BOP! Team 1 given in the BAT case, evaluate
the current performance of BATs tech support system.
a. What is the current performance of BOP! Team 1? (How long is the average
customers waiting time? How busy are the teams technicians?)
b. How many technicians are needed (at minimum) to offer a one-minute average
waiting time for all customers?
3) : Suppose Grayson implements Fast Track by keeping BOP!
Team 1 together as one team. If priority is given to Fast Track calls, the analysis shows
that at least 9 technicians are needed to deliver one-minute Fast Track waiting time (on
average) for the demand rates that the consultants have forecasted (i.e., 10%-40% of
customers).
a. If this additional technician must be hired to as explained
above, is Fast Track economically viable?
b. Suppose that BOP! Team 1 decides to hire the 9th technician. With 9 technicians, if
customers are served based on the FCFS service discipline, the analysis shows that
about 70% of customers will be waiting less than 1 minute. Now, suppose that Fast
Track calls are prioritized, and BAT provides free service to all Fast Track callers
who have a waiting time over one minute. Is Fast Track economically viable to be
implemented in this way?
c. Should BOP! Team 1 be kept as one team, or should it be depooled into two
separate subteams dedicated to either Fast Track or standard calls? Assume that the
standard call subteam must be big enough to keep the for these
calls at or below the current level that you found in part 2a.
(Hint: You can calculate the minimum number of technicians required for both
subteams for when 10%, 20%, 30%, or 40% of customers are Fast Track and
compare it with having 9 technicians for when BOP! Team 1 is kept as one team.)
4) Conclusion: Discuss about the lessons learned from the BAT case.
a. What are the main takeaways from the BAT case?
You can make any assumption that you think is required to perform your analysis, but be sure
to clearly state and justify all your assumptions.
All group members should be included in the appropriate group on Canvas (Canvas People
Groups) and names and IDs of all group members should be included in the report. One report per
group should be submitted via Canvas. Only materials from this course may be used to complete
your report (e.g., no materials found online or from other versions of this course are
permitted.) The BAT case materials can be found in your course packet.
Grading:
Introduction: 10 points
Status Quo Analysis: 20 points
Fast Track Implementation: 50 points
Conclusion: 10 points
Quality of Report (clarity, easy to understand, organization): 10 points
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