Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Question
Chapter 8, Problem 2PA
a)
Summary Introduction
To identify: The nature of the activity.
b)
Summary Introduction
To identify: The nature of the activity.
c)
Summary Introduction
To identify: The nature of the activity.
d)
Summary Introduction
To identify: The nature of the activity.
e)
Summary Introduction
To identify: The nature of the activity.
f)
Summary Introduction
To identify: The nature of the activity.
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A call centre that handles customer service telephone calls is monitored by information system that collects data on the number of calls each representative received and the length of time each representative took to answer each call and then to respond to the question or request for service. Managers at the call centre can easily obtain statistics on virtually any part of the process. And data collection is built into the system, making it unintrusive. Obviously, the manager‟s goal is to make sure all calls are answered quickly and that customers are satisfied. Information from the system can then be used in a variety of ways. For instance, a manager can use the information from the system to compare a worker‟s output to that of his colleagues, to his own earlier output, to historical outputs reflecting similar work conditions at other times. He can evaluate the number and duration of calls service representatives answer on a given day.
3. What uses of the…
A call centre that handles customer service telephone calls is monitored by information system that collects data on the number of calls each representative received and the length of time each representative took to answer each call and then to respond to the question or request for service. Managers at the call centre can easily obtain statistics on virtually any part of the process. And data collection is built into the system, making it unintrusive. Obviously, the manager‟s goal is to make sure all calls are answered quickly and that customers are satisfied. Information from the system can then be used in a variety of ways. For instance, a manager can use the information from the system to compare a worker‟s output to that of his colleagues, to his own earlier output, to historical outputs reflecting similar work conditions at other times. He can evaluate the number and duration of calls service representatives answer on a given day.
1. Rationally, what are the…
What steps should an organization take to ensure employee safety during a continuity event?
Chapter 8 Solutions
Operations Management
Ch. 8 - Prob. 1CQCh. 8 - Prob. 2CQCh. 8 - Prob. 3CQCh. 8 - Prob. 4CQCh. 8 - Prob. 5CQCh. 8 - Prob. 6CQCh. 8 - Prob. 7CQCh. 8 - Prob. 8CQCh. 8 - What are the two pillars of the Toyota Production...Ch. 8 - Prob. 10CQ
Ch. 8 - Prob. 11CQCh. 8 - Prob. 12CQCh. 8 - Prob. 13CQCh. 8 - Prob. 14CQCh. 8 - Prob. 15CQCh. 8 - Prob. 16CQCh. 8 - Prob. 17CQCh. 8 - Prob. 18CQCh. 8 - Prob. 19CQCh. 8 - A company makes two models, A and B. Which of the...Ch. 8 - Prob. 21CQCh. 8 - Prob. 22CQCh. 8 - Prob. 23CQCh. 8 - Prob. 24CQCh. 8 - Prob. 25CQCh. 8 - Prob. 26CQCh. 8 - Prob. 1PACh. 8 - Prob. 2PACh. 8 - Prob. 3PACh. 8 - Prob. 4PACh. 8 - Prob. 5PACh. 8 - Prob. 6PACh. 8 - Prob. 7PACh. 8 - Prob. 8PACh. 8 - Prob. 9PACh. 8 - Prob. 10PA
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