A look into the perspective of Operation Management in the context of Essay

A look into the perspective of Operation Management in the context of a Bank Call Centre - Essay Example Thus, the relationships and observations are considered to be independent of the theories used to explain them and can hence be studied, manipulated at will, and controlled as needed by the researcher. Another major characteristic of rationalist research is the goal of determining the distributions of a set of pre-specified variables in the population or verifying a set of pre-specified relationships. The main focal pint is to primarily considering the rationalist methods of modeling by equations, laboratory experiments, and statistical survey analysis in making comparisons to case research. Note that the division here does not parallel a frequently-used one of dividing operations management research between so-called 'theoretical' a misnomer, since all these paradigms can be theoretical and 'empirical' methods. Typical equation-modeling research would include variants of the economic order quantity formulation as well as production-inventory system simulations. Statistical survey research is currently being used in quality management, supply chain, and technology management investigations, among many others. Rationalist research methods also have their draw-b... First, obtaining valid empirical generalizations depends to a large extent on the use of sampling procedures that are rigorous, representative of a well-specified population, and provides a source of information concerning the constructs to be measured. Yet, despite the importance of employing rigorous sampling criteria for generalizability of the findings, the great majority of quantitative studies based on sampling appear to use samples of convenience or opportunity. A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues. The attempt summarizes an analysis of a unique operation management record of call center operations. The data comprise a complete operational history of a small banking call center such as UTI, call by call, over a full year. Telephone call centers allow groups of agents to serve customers remotely, via the telephone. They have become a primary contact point between customers and their service providers and, as such, play an increasingly significant role in more developed economies. For example, it is estimated that call centers handle more than 78% of all business interactions and that they employ more than 2.5 million people. While call centers are technology-intensive operations, often 70% or more of their operating costs are devoted to human resources, and to minimize costs their managers carefully track and seek to maximize agent utilization. Well-run call centers adhere to a sharply-defined balance between agent efficiency and service quality, and to do so, they use queuing-theoretic models. The UTI center provides several types of services: information for current and prospective customers,