[case 분석] Sof Optics

소개글

연세대학교 프로세스공학 수업 케이스 분석 과제인 Sof Optics Case Analysis 입니다.

목차

1. What is an appropriate measure of service for the CSR’s?
A. Operational Performance Measures
B. Morale among CSRs

2. How can Ms. Langstaff use the call monitoring system to effectively manage the level of service?
A. Analyzing half-hourly incoming calls FOR arrival & processing rate

3. Does Ms. Langstaff need to reorganize work in the Customer Service area? If so, how? What effects would you anticipate with such reorganization?
A. Adding servers
B. Adding telephone lines

4. Develop a long-term plan for capacity expansion and a short-term personnel schedule
A. long-term plan
B. short-term plan

본문내용

1. What is an appropriate measure of service for the CSR’s?
A. Operational Performance Measures
1. Arrival rate (1분당 평균 수신되는 전화)
Arrival rate = (Number of Calls Accepted + Number Abandoned) / 12
= (1164.3+136.3) / 12hrs = 108.38 calls/hr
= 1.81 calls/min

2. Service time (한 통화당 처리하는데 소요되는 시간)
- Procedure in Customer Services Department
: Sof-Optics telephone system은 incoming call들을 available한 CSR들에게 할당
 If CSR unavailable, 녹음된 메시지가 60초 동안 안내  waiting time in queue 유발
 If WATS lines full, call is blocked  fraction lost 유발

5. Average utilization = 56.02%
6. Safety Capacity = Rp – Ri = c/Tp – Ri = 0.459*7 – 1.81 = 1.403
7. Unavailability = Blocking prob. + waiting prob. = 0.31 + 11.98 = 12.29%

B. Morale among CSRs
1. DEOs prefer their job to CSRs’
: “I wouldn’t trade jobs with a CSR for 50% more money”
2. 업무 자체의 어려움 : 고객 불만 처리
3. CSR들의 높은 이직률로 인한 service level의 저하

참고 자료

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