Das Buch stellt die Grundlagen des Operations Management im Call Center anwendungsorientiert dar. Hierbei zielen die Autoren vorrangig auf Inbound Call Center ab, bei denen die Anrufe von außen eingehen. Im Vordergrund steht der Prozess der Leistungserstellung im Call Center. Zunächst wird die...

In the present paper, we consider the demand management decisions of a manufacturer facing stochastic demand. While in the previous literature, either the order release decisions are fixed upon arrival or a single-stage production environment is assumed, we make online order acceptance and order...

In this study, we analyze a task scheduling problem with small time windows and care workers with different levels of qualification in a nursing home. A set of care tasks has to be assigned to a given number of care workers, so that the total earliness and tardiness from the nursing home...

The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision...

Many production systems cannot produce to stock and utilize capacity management to cope with variability in demand, for example Make-to-order (MTO) systems. Often, regular capacity can be increased through a flexible workforce, but the decision about the additional capacity must be made before...

This paper treats the problem of setting the inventory level and optimizing the buffer allocation of closed-loop flow lines operating under the constant-work-in-process (CONWIP) protocol. We solve a very large but simple linear program that models an entire simulation run of a closed-loop flow...