A mail order company has one department for taking customer orders and another for handling complaints. Currently each has a separate phone number. Each department has 7 phone lines. Calls arrive at an average rate of 1 per minute and are served at 1.5 per minute. Management is thinking of combining the departments into a single one with a single phone number and 14 phone lines served by 4 customer service reps.
The proportion of callers getting a busy signal will increase/decrease/be unchanged?
average flow time experianced by customers will increase/decrease/be unchanged?