1. Analyze the case data and current schedule, and answer the following baseline questions. Whats labor utilization...
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2. What is the cost of abandon and busy signal calls for this typical Monday day? Annually? (State and make assumptions as needed).
3. Develop a better CSR staff schedule (see Excel posted current staff schedule) if needed and decide whether they should hire more CSRs or layoff a few. Will you use part-time employees? If so, explain why and justify.
4. What are your final recommendations? Explain and justify.
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OM operations management
ISBN: 978-1285451374
5th edition
Authors: David Alan Collier, James R. Evans
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