Patrick Bugas
Weiss, Elliott N.,...
Patrick Bugas
Weiss, Elliott N.; Shrestha, Pratik
OM-1559 | Published November 28, 2016 | 9 pages Case
Collection: Darden School of Business
Product Details
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.
Applying queueing theory, data analysis, and queue management.
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