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Case
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Reference no. UVA-OM-0740
Subject category: Production and Operations Management
Authors: John L Colley Jr (Darden School of Business, University of Virginia); Edward W Davis (Darden School of Business, University of Virginia)
Published by: Darden Business Publishing
Originally published in: 1993
Version: July 1995
Length: 8 pages
Data source: Field research
Topics: Productivity; Quality; Management of service operations; Waiting-line analysis
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Abstract

This case requires a decision on the possible consolidation of three Midwest business-travel centers. Significant cost savings in service representatives can be achieved by combining the front-end (booking) operations. The sensitivity of cost to service-productivity levels and customer waiting time is also explored. This case and related materials can be used as part of the Workforce Planning Module.
Location:
US
Industry:
Travel agency
Size:
USD200 million, year
Other setting(s):
1991
Teaching note
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Reference no. UVA-OM-0740TN
Subject category: Production and Operations Management
Authors: John L Colley Jr (Darden School of Business, University of Virginia); Edward W Davis (Darden School of Business, University of Virginia)
Published by: Darden Business Publishing
Originally published in: 1993
Version: July 1995
Length: 7 pages
View full details

About

Abstract

This case requires a decision on the possible consolidation of three Midwest business-travel centers. Significant cost savings in service representatives can be achieved by combining the front-end (booking) operations. The sensitivity of cost to service-productivity levels and customer waiting time is also explored. This case and related materials can be used as part of the Workforce Planning Module.

Settings

Location:
US
Industry:
Travel agency
Size:
USD200 million, year
Other setting(s):
1991

Related

Teaching note
-
Reference no. UVA-OM-0740TN
Subject category: Production and Operations Management
Authors: John L Colley Jr (Darden School of Business, University of Virginia); Edward W Davis (Darden School of Business, University of Virginia)
Published by: Darden Business Publishing
Originally published in: 1993
Version: July 1995
Length: 7 pages
View full details