Operational Research Modelling for Call Centre Management PDF Download

Author: Nikolaos Dimopoulos
Publisher:
ISBN:
Category :
Languages : en
Pages :

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Author: Raik Stolletz
Publisher: Springer Science & Business Media
ISBN: 3642555063
Category : Business & Economics
Languages : en
Pages : 229

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Book Description
The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.

Author: Hein Fleuren
Publisher: Springer Science & Business Media
ISBN: 9783540242741
Category : Business & Economics
Languages : en
Pages : 504

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These proceedings provide information on the most recent advances in operations research and related areas in economics, mathematics, and computer science, contributed by academics and practitioners from around the world.

Author: Dino Ahr
Publisher: Springer Science & Business Media
ISBN: 3642170226
Category : Business & Economics
Languages : en
Pages : 504

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Book Description
This volume contains a selection of papers referring to lectures presented at the symposium "Operations Research 2003" (OR03) held at the Ruprecht Karls-Universitiit Heidelberg, September 3 - 5, 2003. This international con ference took place under the auspices of the German Operations Research So ciety (GOR) and of Dr. Erwin Teufel, prime minister of Baden-Wurttemberg. The symposium had about 500 participants from countries all over the world. It attracted academians and practitioners working in various field of Opera tions Research and provided them with the most recent advances in Opera tions Research and related areas in Economics, Mathematics, and Computer Science. The program consisted of 4 plenary and 13 semi-plenary talks and more than 300 contributed papers selected by the program committee to be presented in 17 sections. Due to a limited number of pages available for the proceedings volume, the length of each article as well as the total number of accepted contributions had to be restricted. Submitted manuscripts have therefore been reviewed and 62 of them have been selected for publication. This refereeing procedure has been strongly supported by the section chairmen and we would like to express our gratitude to them. Finally, we also would like to thank Dr. Werner Muller from Springer-Verlag for his support in publishing this proceedings volume.

Author: Davis, Mark M.
Publisher: Edward Elgar Publishing
ISBN: 1800375654
Category : Business & Economics
Languages : en
Pages : 371

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This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.

Author: A. Ravi Ravindran
Publisher: CRC Press
ISBN: 1420009710
Category : Business & Economics
Languages : en
Pages : 900

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Book Description
Operations Research (OR) began as an interdisciplinary activity to solve complex military problems during World War II. Utilizing principles from mathematics, engineering, business, computer science, economics, and statistics, OR has developed into a full fledged academic discipline with practical application in business, industry, government and m

Author: A. Ravi Ravindran
Publisher: CRC Press
ISBN: 1498723071
Category : Business & Economics
Languages : en
Pages : 578

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Recipient of the 2019 IISE Institute of Industrial and Systems Engineers Joint Publishers Book-of-the-Year Award This is a comprehensive textbook on service systems engineering and management. It emphasizes the use of engineering principles to the design and operation of service enterprises. Service systems engineering relies on mathematical models and methods to solve problems in the service industries. This textbook covers state-of-the-art concepts, models and solution methods important in the design, control, operations and management of service enterprises. Service Systems Engineering and Management begins with a basic overview of service industries and their importance in today’s economy. Special challenges in managing services, namely, perishability, intangibility, proximity and simultaneity are discussed. Quality of service metrics and methods for measuring them are then discussed. Evaluating the design and operation of service systems frequently involves the conflicting criteria of cost and customer service. This textbook presents two approaches to evaluate the performance of service systems – Multiple Criteria Decision Making and Data Envelopment Analysis. The textbook then discusses several topics in service systems engineering and management – supply chain optimization, warehousing and distribution, modern portfolio theory, revenue management, retail engineering, health systems engineering and financial services. Features: Stresses quantitative models and methods in service systems engineering and management Includes chapters on design and evaluation of service systems, supply chain engineering, warehousing and distribution, financial engineering, healthcare systems, retail engineering and revenue management Bridges theory and practice Contains end-of-chapter problems, case studies, illustrative examples, and real-world applications Service Systems Engineering and Management is primarily addressed to those who are interested in learning how to apply operations research models and methods for managing service enterprises. This textbook is well suited for industrial engineering students interested in service systems applications and MBA students in elective courses in operations management, logistics and supply chain management that emphasize quantitative analysis.

Author: Khalid Al-Begain
Publisher: Springer
ISBN: 3642307825
Category : Computers
Languages : en
Pages : 311

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This book constitutes the refereed proceedings of the 19th International Conference on Analytical and Stochastic Modelling Techniques and Applications, ASMTA 2012, held in Grenoble, France, in June 2012. The 20 revised full papers presented were carefully reviewed and selected from numerous submissions. The papers are organized in topical sections on queueing systems; networking applications; Markov chains; stochastic modelling.

Author: Oualid Jouini
Publisher:
ISBN:
Category :
Languages : en
Pages : 184

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In this thesis, we focus on various operations management issues of call centers. We derive both qualitative and quantitative results for practical management.In the first part of the thesis, we investigate the impact of team-based organizations in call centers management. We develop queueing models that show the benefits of the team-based organization in providing better performances. Next, we consider a multicall call center with impatient customers. We develop dynamic scheduling policies that assign customers to the waiting lines. We focus on differentiated service levels criteria related to the fraction of abandoning customers. Finally, we propose a call center model in which we provide information about queueing delays to customers, and we quantify its effect upon performance.In the second part of the thesis, we tackled the quantitative analysis of stochastic processes ans queueing models. First, we derive several closed-form expressions of the moments of first passage times in general birth-death processes. Second, we investigate some monotonicity properties for the probability of being served in markovian queueing systems with impatient customers.

Author: G. S. R. Murthy
Publisher: Springer
ISBN: 3319179217
Category : Business & Economics
Languages : en
Pages : 284

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This book includes case studies that examine the application of operations research to improve or increase efficiency in industry and operational activities. This collection of “living case studies” is all based on the author’s 30-year career of consulting and advisory work. These true-to life industrial applications illustrate the research and development of solutions, as well as potential implementation and integration problems that may occur when adopting these methods into a business. Among the topics covered in the chapters include optimization in circuit board manufacturing, Decision Support System (DSS) for plant loading and dispatch planning, as well as development of important test procedures for tyre and pharma industry with shelf life constraints. In particular, the study on deckle optimization should be of great help to managers in paper industry and consultants for development of deckle optimization software. The application of operations research throughout the industry makes it an ideal guide for industrial executives, professionals and practitioners responsible for quality and productivity improvement.