Repatriation of the previously off-shored call center commerce of the US Airlines was being finished in the summer of 2011. The headquarters has demanded the manager to offer an in-depth evaluation of the costs and advantages of the proposition before it can be approved. The broader issue of the case is to cogitate whether this initiative has value. Is it likely to supply enough advantages (both quantifiable such as shorter typical wait times and non-quantifiable like perception by the customers of the service quality) to warrant any additional employees costs? The call centers changing call volumes experience work 24/7.
This cause the necessary number of agents to efficiently attain some targeted average waits times to considerably fluctuate during each time increment (e.g., each hour). Extensive analyses are provided by the Teacher's guide based on multi-server queuing models and linear programming of these technical issues. Additionally, the case provides rich opportunities to discuss their part as well as human resource strategies in ensuring competitive advantage.
PUBLICATION DATE: January 01, 2013 PRODUCT #: NA0202-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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