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Q: I am trying to use the model to determine how many service engineers I need to ensure an average customer time waiting and being served of 12 hours based on a 24 hour clock. I've tried the calculation with a time period of per hour and entered in 24 for the time period under consideration. (avg customer arrival rate is 1.02 and the service rate capacity it .03 per hour). The results I get indicate the average time spent by customer waiting & being served as 42.19 hours with an average waiting time of 13.27. If I understand this correctly, then it takes on average 28.92 hrs to serve the customer - having a difficult time understanding that?

A: From what you have said you have 24.48 customers arriving in 24 hours (1.02 customers/hour * 24) and you can serve 1 customer in 33 hours (1 / 0.03 ie 0.03 of a customer served per hour). Is this the case? If you continue to have difficulty send me a copy of your model with your input (and some detail) and I will have a quick look for you.

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