CHAPTER $3$ CASE STUDY $-2024$S MGMT $255$

Canadian Pacific and International Bank $-$ Planning Supply and Demand for a Call Centre at CPIB

Canadian Pacific and International Bank $($CPIB$)$ is a premier Canadian financial institution with assets over $$150$ billion and operations across Canada and in $33$ countries. Today, its more than $25,000$ employees provide personal, commercial, corporate, and investment banking services to individuals and businesses around the world. More details on the bank were given at the end of Chapter $1.$

The bank has several call centres that offer exceptional customer services providing advice on banking products, services, and benefits. Currently their inbound call centre in Halifax, Nova Scotia, is in the process of conducting an HR planning exercise. They have estimated employee movements throughout the organization and have mapped this information onto the following Markov matrix:

$\backslash$table$[[,$A$,$B$,$C$,$D$,$Exits$],[$A$.$ Shift Manager $)=(6,0\mathrm{.}70,0\mathrm{.}05,0\mathrm{.}00,0\mathrm{.}00,0\mathrm{.}25],[$B$.$ Department Supervisor $)=(18,0\mathrm{.}13,0\mathrm{.}82,0\mathrm{.}03,0\mathrm{.}00,0\mathrm{.}02],[$C$.$ Team Leader $)=(105,0\mathrm{.}05,0\mathrm{.}10,0\mathrm{.}72,0\mathrm{.}05,0\mathrm{.}08],[\backslash$table$[[$D$.$ Customer Service Representative $(n$