1. Analyze the case data and current schedule, and answer the following “baseline” questions. What’s labor utilization for each thirty-minute period given their current staffing plan? Is the main problem lack of staff capacity or poor scheduling or both, and can you support you answer with numerical analysis?
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.