WORKFORCE PLANNING AT A BILL INQUIRIES CENTRE
Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal
Related Research Unit(s)
|Journal / Publication||International Journal of Modelling and Simulation|
|Publication status||Published - 1999|
|Link to Scopus||https://www.scopus.com/record/display.uri?eid=2-s2.0-0032653045&origin=recordpage|
The operation of the Bill Inquiries Centre of Hong Kong Telecom is simulated to study the relationship between service level and number of agents. The simulation results show that the current, somewhat arbitrary scheduling practice can be improved by implementing a staff scheduling procedure that is tied to a target service level. The main contribution of this study is that an important front-line department of a large company in Hong Kong benefited from a comprehensive simulation modelling and analysis of its operation to better understand its staff planning process.
- Simulation, staff scheduling, service operations