Delwarca Software provides business software to big corporate customers around the world. The firm serves customers who would rather assemble corporate options using a mix of applications programs from various suppliers instead of executing just one enterprise resource planning system. Hence, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the conventional applications support issues around software installation and upgrades, malware attacks and processing failures.
The manager of the distant support unit executed a brand new triage application for customer calls hoping to reduce customer wait time, enhance customer satisfaction and reduce costs. After one year, customer discontent is at an all-time high and he must perform a quantitative analysis of the current process, considering wait times for customers in addition to cost per call, before making a final recommendation. This case can be used in a first-year MBA class in Service Management or Operations Management or a class in industrial engineering. It may also be used to introduce simple queuing theory.
PUBLICATION DATE: January 02, 2012 PRODUCT #: 913541-HCB-ENG
This is just an excerpt. This case is about TECHNOLOGY & OPERATIONS
Related Case Solutions & Analyses:
Bayer CropScience in India (B): Value-Driven Strategy
WineInStyle
Taking Human Resources Seriously in Minneapolis
Press Looks Inside Sears Roebuck–1938-89
Silver Stars North American Flight Center
Paragon Corporation and Its Flight Department
Organizing Work in Service Firms
Taking the High Road When Going International
Dells Dilemma in Brazil: Negotiating at the State Level
Pfizer’s Centers for Therapeutic Innovation (CTI)
