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    Problem 1 - Operations Management

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    isgigles157
    My-law.com is an online legal startup that allows customers to interact with lawyers via email and phone before formally retaining them. Customers email questions to my-lawyer@my-law.com between 8am-6pm, with an average of 10 emails per hour. One lawyer responds to emails, which takes an average of 5 minutes to write, with a standard deviation of 4 minutes. Under the current policy: a) The average wait time for a customer response is 5 minutes. b) A lawyer would receive about 100 emails in a 10-hour day. c) The lawyer could dedicate about 3.5 hours to pursuing large settlement cases. Under a new

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    Problem 1 - Operations Management

    Uploaded by

    isgigles157
    156 views1 page
    My-law.com is an online legal startup that allows customers to interact with lawyers via email and phone before formally retaining them. Customers email questions to my-lawyer@my-law.com between 8am-6pm, with an average of 10 emails per hour. One lawyer responds to emails, which takes an average of 5 minutes to write, with a standard deviation of 4 minutes. Under the current policy: a) The average wait time for a customer response is 5 minutes. b) A lawyer would receive about 100 emails in a 10-hour day. c) The lawyer could dedicate about 3.5 hours to pursuing large settlement cases. Under a new

    Original Description:

    This is problem 1 from an operations management course.

    Original Title

    Problem 1 - operations management

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    My-law.com is an online legal startup that allows customers to interact with lawyers via email and phone before formally retaining them. Customers email questions to my-lawyer@my-law.com between 8am-6pm, with an average of 10 emails per hour. One lawyer responds to emails, which takes an average of 5 minutes to write, with a standard deviation of 4 minutes. Under the current policy: a) The average wait time for a customer response is 5 minutes. b) A lawyer would receive about 100 emails in a 10-hour day. c) The lawyer could dedicate about 3.5 hours to pursuing large settlement cases. Under a new

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    156 views1 page

    Problem 1 - Operations Management

    Uploaded by

    isgigles157
    My-law.com is an online legal startup that allows customers to interact with lawyers via email and phone before formally retaining them. Customers email questions to my-lawyer@my-law.com between 8am-6pm, with an average of 10 emails per hour. One lawyer responds to emails, which takes an average of 5 minutes to write, with a standard deviation of 4 minutes. Under the current policy: a) The average wait time for a customer response is 5 minutes. b) A lawyer would receive about 100 emails in a 10-hour day. c) The lawyer could dedicate about 3.5 hours to pursuing large settlement cases. Under a new

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 1

    Problem 1. My-law.

    com is a start-up trying to cater to customers in search of legal services who


    are intimidated by the idea of talking to a lawyer or just too lazy to enter a law office. My-
    law.com allows for extensive interaction between lawyers and their customers via telephone and
    the Internet. This process is used in the upfront part of the customer interaction, largely
    consisting of answering some basic customer questions prior to entering a formal relationship.
    In order to allow customers to interact with the firms lawyers, customers are encouraged
    to send emails to my-lawyer@my-law.com. From there, the incoming emails are distributed to
    the lawyer who is currently on call. Given the broad skills of the lawyers, each lawyer can
    respond to each incoming request.
    Emails arrive from 8 a.m to 6 p.m at a rate of 10 emails per hour (coefficient of variation
    for the arrivals is 1). Assume that there is exactly one lawyer on call, that is, sitting at his or
    her desk waiting for incoming emails, and this lawyer works the entire day. It takes the lawyer,
    on average, 5 minutes to write the response email. The standard deviation of this is 4 minutes.

    a. What is the average time a customer has to wait for a response to his/her email, ignoring
    any transmission times? Note: This includes the time it takes the lawyer to start writing
    the email and the actual writing time.

    b. How many emails will a lawyer have received at the end of a 10-hour day?

    c. When not responding to emails, the lawyer on call is encouraged to actively pursue cases
    that could potentially lead to large settlements. How much time on a 10-hour day can a
    My-law.com lawyer dedicate to this activity (assume the lawyer can instantly switch
    between emails and work on a settlement)?

    To increase the responsiveness of the firm, the board of My-law.com proposes a new
    operating policy. Under the new policy, the response would be highly standardized, reducing
    the standard deviation for writing the response to 0.5 minute. The average writing time would
    remain unchanged.

    d. How would the amount of time the lawyer can dedicate to the search for a large
    settlement cases change with this new operating policy?

    e. How would the average time a customer has to wait for the response to his/her email
    change? Note: This includes the time until the lawyer starts writing the email and the
    actual writing time.

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