IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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Case Study : Development of Customer Support Center Staffing Model

고객지원 센터의 최적 인력 일정계획 수립 모델 개발에 대한 사례연구

  • Yu, Woo-Yeon (Department of Industrial and Systems Engineering, Myong Ji University) ;
  • Kim, Hee-Dong (LCD Business, Samsung Electronics) ;
  • Yang, Jaek-Yung (Department of Industrial and Information Systems Engineering, Chonbuk National University)
  • 유우연 (명지대학교 산업시스템 공학부) ;
  • 김희동 (삼성전자) ;
  • 양재경 (전북대학교 산업정보시스템 공학과)
  • Received : 2004.07.16
  • Accepted : 2005.06.10
  • Published : 2005.09.30
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Abstract

Staff scheduling is an important area, both from an academic and industrial point of view. It has become increasingly important as business becomes more service oriented and cost conscious in a global environment. There has been a lot of study to develop new and efficient staff scheduling models and methods. The purpose of this paper is not to develop new theoretical results but to develop a comprehensive user-friendly staffing model that can be applied to the real-world practice. The developed staffing software, OptStaff, provides the optimal configuration of the customer support center including the selection of customer support center locations, the allocation of staffs to each selected location, and schedules of staffs, so as to minimize the total cost while maximizing the customer satisfaction level. OptStaff also has capability to do scenario analysis by varying the levels of parameters and to create a variety of graphs and reports with user-friendly interfaces.

Keywords

References

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