Citm 501 Case Study

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Names: Names: Simulation Project CITM 501 – Simulation Project CITM 501 – Executive Summary ABC’s number one goal is to provide exceptional customer service, so that is why they required our service to make their process more efficient. ABC receives request through phone, email and texts over the web and due to expansion are concerned if they can handle all their requests in time. ABC would like us to show them the best feasible option by deciding how many help desk staff to assign to each shift. ABC prefers that their staff do not multi-task so their clients are top priority and it is there policy to serve whoever contacts them first. Keeping the customers satisfied is a very crucial aspect to ABC’s business, as poor customer service can lead to loss of business and shrinkage of the volume of business from…show more content…
We tried different variations of employee per shift such as having 1-1-2, 1-2-1, 2-1-1, 2-2-2 and several others and we realized that three shifts with 2 employees per shift would obtain the highest cost $3,607.68. Further metrics were added for further analysis such as Work Load and Downtime. It must be noted that the model by default, if both Employee One and Employee Two are available to take a request, Employee One automatically take the request. Over the course of a week, the highest percentage of Work Load Employee One may face is 30.4% of total time which is 2,624 minutes of work, or about 43 and three quarter hours. This is not a an unreasonable workload for a single person. We got our results by getting the arrival time and service time depending on the service and calculated the delay cost depending on how long it took to respond. We then displayed the data into 10 weeks, which we used to come up with our solution. (We did not use 500 because the computer would

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