MODELING AND OPTIMIZATION OF CUSTOMER SERVICE SYSTEMS

Abstract: This project is dedicated to modelling and optimization of a queue system and personnel management in organizations and is designed as a case study of a phone customer service. Customer services have become an important part of the majority of modern business systems thanks to its role as a primary tool for communication between companies and customers. Hence follows great academical and practical interest for splendidly designed customer systems and even for personnel welfare. The latter is an important factor influencing a number of aspects, for example system’s effectiveness, quality of service and personnel turnover. The theory behind queue modelling and simulations can be found in chapter 2, which is followed by data overview. The approach of modeling is described in chapter 4 and includes data processing, estimation of intensities and simulation of similar datasets based on the produced intensities. Simulations are also used to produce working timetables, to show the dependence between target achievements and budget and check the model’s accuracy. The optimal working timetable with different budget targets is presented at the end of the chapter 5. The model’s accuracy and implications of the case study are discussed in chapter 6. Chapter 7 is dedicated to personnel welfare. Firstly, we consider relevant theoretical background such as organization theory and its HR perspective. Overview of personnel welfare system of the customer service modelled in the mathematical part is given in 7.3.1. This part is followed by case study of a company called T-Mobile. After that some aspects of personnel welfare are discussed, and the conclusions are drawn in chapter 8.