G.F Flyer Call Centre case study involves the importance of analysis of resource capacity and development of the good schedules to provide the good customer service. It can also be seen that the HA and GCCS categorized their incoming calls in four sections which are redeem calls, problem resolution, manage accounts and travel advice. To get the better result four step analysis approaches is also used and the steps are demand analysis, computation and explanation for the logic of setting a standard device time, analysis of the staff capacity and revised detailed staff schedule. Interpretation: The labor utilization for each 30-minute period for the given current staffing plan is to be determined and whether the main problem is the lack of staff capacity or deprived scheduling or both are to be discussed and the answer is to be presented with numerical analysis.

Question

Want to see the full answer?

Answer 1

Question

Chapter 14, Problem 1CQD

Summary Introduction

Case Summary: G.F Flyer Call Centre case study involves the importance of analysis of resource capacity and development of the good schedules to provide the good customer service. It can also be seen that the HA and GCCS categorized their incoming calls in four sections which are redeem calls, problem resolution, manage accounts and travel advice. To get the better result four step analysis approaches is also used and the steps are demand analysis, computation and explanation for the logic of setting a standard device time, analysis of the staff capacity and revised detailed staff schedule.

Interpretation:The labor utilization for each 30-minute period for the given current staffing plan is to be determined and whether the main problem is the lack of staff capacity or deprived scheduling or both are to be discussed and the answer is to be presented with numerical analysis.

Expert Solution & Answer

Want to see the full answer?

Check out a sample textbook solution

See solution

Students have asked these similar questions

What is a workflow chart and how is it important for business planning purposes?

Case: "What am I Doing Wrong?" Susan Johnson, one of the supervisors in the business office, seemed always to be extra busy but never “caught up”. Frustrated with her never diminishing workload and tired of staying in hours of late nearly every day, she spent two evenings reading up on planning and priorities and decided to try to plan the next day's activities at the finish of each work day. She came to the office the following Monday with her day planned out to the last minute. She had created a list of everything she needed to get done that day, including the following: Complete an overdue report Write two performance appraisals due that day Develop the agenda for the following day’s staff meeting, and Prepare for a new employee orientation. It would be a tight fit for an 8-hour day, but she believes she could do it if she remained focused. Susan got off to a good start by finishing the report earlier than she thought she would and turned her attention to the performance…

NOT WRITING ASSIGNMENT Case Scenario Two companies are collaborating to provide children with snacks and game during the times (3-5pm). This includes seeting up and giving the children snacks and activities to do. create a SWOT analysis for this event - Just formulate any thing that could be general