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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
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Creator | |
Publisher |
University of British Columbia
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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
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Genre | |
Type | |
File Format |
application/pdf
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Language |
eng
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Date Available |
2009-07-08
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Provider |
Vancouver : University of British Columbia Library
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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
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URI | |
Degree | |
Program | |
Affiliation | |
Degree Grantor |
University of British Columbia
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Graduation Date |
2000-05
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Campus | |
Scholarly Level |
Graduate
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Aggregated Source Repository |
DSpace
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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.