Open Collections

UBC Theses and Dissertations

UBC Theses Logo
Featured Collection

UBC Theses and Dissertations

Simulation modeling as a decision analysis support tool : a case study at the PH&N telephone contact centre Hiom, Paul

Abstract

This thesis presents a simulation model for the Contact Centre at Phillips, Hager and North Investment Management, Ltd., to examine the impact of staffing, scheduling and process changes to the delivery of client service. The simulation is implemented using Scitor Process simulation and process mapping software as well as Microsoft Excel for reporting and statistical analysis. The results of the simulation give valuable insight into the operation of the contact centre, and provide management at Phillips, Hager and North with a means for testing changes to the Contact Centre without costly service interruptions.

Item Metadata

Title
Simulation modeling as a decision analysis support tool : a case study at the PH&N telephone contact centre
Creator
Hiom, Paul
Publisher
University of British Columbia
Date Issued
2000
Description
This thesis presents a simulation model for the Contact Centre at Phillips, Hager and North Investment Management, Ltd., to examine the impact of staffing, scheduling and process changes to the delivery of client service. The simulation is implemented using Scitor Process simulation and process mapping software as well as Microsoft Excel for reporting and statistical analysis. The results of the simulation give valuable insight into the operation of the contact centre, and provide management at Phillips, Hager and North with a means for testing changes to the Contact Centre without costly service interruptions.
Extent
3845124 bytes
Genre
Thesis/Dissertation
Type
Text
File Format
application/pdf
Language
eng
Date Available
2009-07-08
Provider
Vancouver : University of British Columbia Library
Rights
For non-commercial purposes only, such as research, private study and education. Additional conditions apply, see Terms of Use https://open.library.ubc.ca/terms_of_use.
DOI
10.14288/1.0089435
URI
http://hdl.handle.net/2429/10411
Degree
Master of Science - MSc
Program
Business Administration
Affiliation
Business, Sauder School of
Degree Grantor
University of British Columbia
Graduation Date
2000-05
Campus
UBCV
Scholarly Level
Graduate
Aggregated Source Repository
DSpace

Item Media

Item Citations and Data

Rights

For non-commercial purposes only, such as research, private study and education. Additional conditions apply, see Terms of Use https://open.library.ubc.ca/terms_of_use.