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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


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.

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