Cross-functional sourcing teams have become a popular coordination mechanism to organize company procurement activities. However, many of these teams fail to meet management’s long-term expectations. A lack of sourcing-specific team research obstructs a clear understanding of the factors that...

This thesis presents an analysis of the benefits of cross-training between the claims division and calls division in a large health insurance call center by building a discrete-event simulation model of the call center. The simulation model was built in Rockwell Software's Arena v. 7.0 using a...