WORKFORCE PLANNING AT A BILL INQUIRIES CENTRE

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journal

1 Scopus Citations
View graph of relations

Author(s)

  • C. Parkan
  • K. Lam
  • H.N. Chan

Related Research Unit(s)

Detail(s)

Original languageEnglish
Pages (from-to)118-126
Journal / PublicationInternational Journal of Modelling and Simulation
Volume19
Issue number2
Publication statusPublished - 1999

Abstract

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.

Research Area(s)

  • Simulation, staff scheduling, service operations

Citation Format(s)

WORKFORCE PLANNING AT A BILL INQUIRIES CENTRE. / Parkan, C.; Lam, K.; Chan, H.N.

In: International Journal of Modelling and Simulation, Vol. 19, No. 2, 1999, p. 118-126.

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journal