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Patrick Bugas

Reference: DARDEN-OM-1559-E
Number of pages: 9
Publication Date: Nov 28, 2016
Fecha de edición: Feb 21, 2019
Source: Darden University of Virginia (USA)
Type of Document: Case

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Description

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.

Keywords

exam case queueing staffing models