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Supplementary software
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Reference no. UVA-OM-1559X
Subject category: Production and Operations Management
Authors: Elliott N Weiss (Darden School of Business, University of Virginia); Pratik Shrestha (Darden School of Business, University of Virginia)
Published by: Darden Business Publishing
Originally published in: 2016
Version: 21 February 2019
Revision date: 4-Mar-2019
Format: .xlsx
Data source: Published sources
Topics: Queueing; Staffing models; Exam case; Operations management; Planning & control; Service operations
Share a link: https://casecent.re/p/140065
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Abstract

This software is to accompany the case. Patrick Bugas must determine a staffing plan to meet targets for average speed of answer (ASA) for a telephone call center. 35,000 records are included in a spreadsheet for student analysis. This case is used in Darden's first-year required 'Operations' course and in the 'Management of Service Operations' elective. It would also serve well as an exam case. Pedagogically, it works best in a module on queueing theory. The instructor could either provide the raw data or aggregate it to fit the course needs.
Case
-
Reference no. UVA-OM-1559
Subject category: Production and Operations Management
Authors: Elliott N Weiss (Darden School of Business, University of Virginia); Pratik Shrestha (Darden School of Business, University of Virginia)
Published by: Darden Business Publishing
Originally published in: 2016
Version: 21 February 2019
Revision date: 4-Mar-2019
Length: 9 pages
Data source: Published sources
Topics: Queueing; Staffing models; Exam case; Operations management; Planning & control; Service operations
View full details

About

Abstract

This software is to accompany the case. Patrick Bugas must determine a staffing plan to meet targets for average speed of answer (ASA) for a telephone call center. 35,000 records are included in a spreadsheet for student analysis. This case is used in Darden's first-year required 'Operations' course and in the 'Management of Service Operations' elective. It would also serve well as an exam case. Pedagogically, it works best in a module on queueing theory. The instructor could either provide the raw data or aggregate it to fit the course needs.

Related

Case
-
Reference no. UVA-OM-1559
Subject category: Production and Operations Management
Authors: Elliott N Weiss (Darden School of Business, University of Virginia); Pratik Shrestha (Darden School of Business, University of Virginia)
Published by: Darden Business Publishing
Originally published in: 2016
Version: 21 February 2019
Revision date: 4-Mar-2019
Length: 9 pages
Data source: Published sources
Topics: Queueing; Staffing models; Exam case; Operations management; Planning & control; Service operations
View full details