G.F Flyer Call Centre case study involves the importance of analysis of resource capacity and development of the good schedules to provide the good customer service. It can also be seen that the HA and GCCS categorized their incoming calls in four sections which are redeem calls, problem resolution, manage accounts and travel advice. To get the better result four step analysis approaches is also used and the steps are demand analysis, computation and explanation for the logic of setting a standard device time, analysis of the staff capacity and revised detailed staff schedule. Interpretation: The labor utilization for each 30-minute period for the given current staffing plan is to be determined and whether the main problem is the lack of staff capacity or deprived scheduling or both are to be discussed and the answer is to be presented with numerical analysis.

Question

Want to see the full answer?

Answer 1

Question

Chapter 14, Problem 1CQD

Summary Introduction

Case Summary: G.F Flyer Call Centre case study involves the importance of analysis of resource capacity and development of the good schedules to provide the good customer service. It can also be seen that the HA and GCCS categorized their incoming calls in four sections which are redeem calls, problem resolution, manage accounts and travel advice. To get the better result four step analysis approaches is also used and the steps are demand analysis, computation and explanation for the logic of setting a standard device time, analysis of the staff capacity and revised detailed staff schedule.

Interpretation:The labor utilization for each 30-minute period for the given current staffing plan is to be determined and whether the main problem is the lack of staff capacity or deprived scheduling or both are to be discussed and the answer is to be presented with numerical analysis.

Expert Solution & Answer

Want to see the full answer?

Check out a sample textbook solution

See solution

Students have asked these similar questions

PS.53 Brother I.D. Ricks is a faculty member at BYU-Idaho whose grandchildren live in Oklahoma and California. He and his wife would like to visit their grandchildren at least once a year in these states. They currently have one vehicle with well over 100,000 miles on it, so they want to buy a newer vehicle with fewer miles and that gets better gas mileage. They are considering two options: (1) a new subcompact car that would cost $18,750 to purchase or (2) a used sedan that would cost $12,750.They anticipate that the new subcompact would get 37 miles per gallon (combined highway and around town driving) while the sedan would get 26 miles per gallon. Based on their road tripping history they expect to drive 13,000 miles per year. For the purposes of their analysis they are assuming that gas will cost $2.93 per gallon.Question: How many miles would the Ricks need to drive before the cost of these two options would be the same? (Display your answer to the nearest whole number.) (Hint:…

Choose one major approach to job design, and then discuss how best that approach can be utilized in either your current or previous employer, including a discussion of its strengths and weaknesses.

The results of your four plans will provide an indicative EOQ value. State this value and discuss in a precise manner, why it is not the exact, true value. Additional calculations in the form of plans E, F etc. may also assist your explanation of the EOQ and can be included