+

OPEN SYSTEMS VIEW OF SERVICE OPERATIONS: TOOLS FOR CALL CENTERS

TIMOTHY AUSTINE E. BUCAO B.S. Engineering Management - 4

Open Systems View of Service Operations

Consumer arrivals (input) Service Process Consumer participant Consumer Provider interface

Evaluation
Consumer departures (output) Monitor

Criteria Measurement

Control

Customer Demand
Perceived needs Location

Service operations manager Production function: Alter Monitor and control process demand Marketing function: Interact with consumers Control demand

Schedule supply

Service Personnel Empowerment Training Attitudes

Modify as necessary Define standard

Communicate by advertising

Service Package Supporting facility Facilitating goods Explicit services Implicit services

Basis of selection

The Service Package

Service Package

How the SOM determine the feasibility of a given LP/GP/DP, Scoring Models service package?
How will the SOM initially gather the data for Statistical Hypotheses and LP/GP/DP, etc. and make sure that they are non- Analysis biased and are adjusted for minimal statistical deviation? How will the SOM select the best location for the Call Center?

CSF rating method, Center of Gravity, Geographic Information Systems, Network Flow, Correlation Analysis, Demographic Analysis
RN Generation -> Simulation

Given the initial data on facility location, how will the SOM know if the decision based on location data is accurate

Service Package

How will the SOM layout the facility to help makeLine balancing, Ergonomics, Time and Motion Study its service personnel more productive?
Given the preliminary decision of the service package aggregate, how will the SOM know if the given efforts have a significant value (e.g. rate of return)? How will the SOM manage facilitating goods of the call center (such as computer parts and system) in order to ensure the continuity of the business?
Financial Analysis: NPV, Value Analysis

Inventory models, EOQ, ROP, ABC Classification of Inventory, Supply Chain Management

SERVICE PERSONNEL

Open Systems View of Service Operations

Consumer arrivals (input) Service Process Consumer participant Consumer Provider interface

Evaluation
Consumer departures (output) Monitor

Criteria Measurement

Control

Customer Demand
Perceived needs Location

Service operations manager Production function: Alter Monitor and control process demand Marketing function: Interact with consumers Control demand

Schedule supply

Service Personnel Empowerment Training Attitudes

Modify as necessary Define standard

Communicate by advertising

Service Package Supporting facility Facilitating goods Explicit services Implicit services

Basis of selection

Service Personnel

How will the SOM make sure that the service personnel supplies of the Call Center are sustained?

Marketing, HR Management (Training, Motivation, Career Development), Supply Chain Management

How will the SOM determine the work assignment LP/GP/DP, Assignment schedule (managing capacity) and schedules of the agents?

How will the SOM initially gather the data for LP/GP/DP, etc. and make sure that they are non- Statistical Hypotheses and Analysis biased and are adjusted for minimal statistical deviation? How will the SOM structure compensation and benefits in a way that will boost productivity and minimize overhead?
Financial Analysis- NPV, Contribution Analysis, etc., Value Analysis

Service Personnel

How will the SOM select the best value training for HR Management, Financial its employees? Analysis, Value Analysis
How will the SOM measure the performance of the Inventory models, Statistical employees? analysis (e.g. output per
period of time, number of calls answered, average time to resolve a call, absence rate, turnover rate, human capital ROI, etc.)

Recruitment, Selection, Employee Legislation, Discipline, Development, Training, Rewards Systems How will the SOM break the employees into change?
Change Management (e.g. Lewins 3 Step Procedure of Change, Kotters Change Management Model

Service Personnel

How will the SOM make the processes more productive for the employees?

Ergonomics, Time and Motion Studies

How will the SOM know the potential recruitmentMarket Segmentation base of the call center? Demographics, Behavior,
Psychographics

How will the job description/ expectancies and reporting requirements of the employees be clarified?

Statement of Work, Work Breakdown Structure, Responsibility Assignment Matirces

CUSTOMER

DEMAND

Open Systems View of Service Operations

Consumer arrivals (input) Service Process Consumer participant Consumer Provider interface

Evaluation
Consumer departures (output) Monitor

Criteria Measurement

Control

Customer Demand
Perceived needs Location

Service operations manager Production function: Alter Monitor and control process demand Marketing function: Interact with consumers Control demand

Schedule supply

Service Personnel Empowerment Training Attitudes

Modify as necessary Define standard

Communicate by advertising

Service Package Supporting facility Facilitating goods Explicit services Implicit services

Basis of selection

Customer Demand

How will the SOM understand if current supply meets current demand?
How will the SOM initially gather the data for LP/GP/DP, etc. and make sure that they are non-biased and are adjusted for minimal statistical deviation? How will the SOM make sure that supplies are sufficient for demand so that it doesnt outstrip them?

LP/GP/DP

Statistical Hypotheses and Analysis

Forecasting Methods - Nave, Simple Moving Average, Exponential smoothing, Linear Regression

Customer Demand

How will the SOM know the demographic of its customers in order to provide them a more tailored and potentially more efficient service?
How will the SOM know the expected service quality of its customers? How will the SOM select its projects and the businesses that the call center will serve? Project Selection: Checklist Model, Scoring Models, AHP, Financial Models, Payback, NPV, IRR

Macroenvironment Analysis: PESTLE, Porters Five Forces Model of Competition, Market Segmentation
SERVQUAL Model and Service Quality Gaps Model Project Selection: Checklist Model, Scoring Models, AHP, Financial Models, Payback, NPV, IRR

SERVICE

DELIVERY

Open Systems View of Service Operations

Consumer arrivals (input) Service Process Consumer participant Consumer Provider interface

Evaluation
Consumer departures (output) Monitor

Criteria Measurement

Control

Customer Demand
Perceived needs Location

Service operations manager Production function: Alter Monitor and control process demand Marketing function: Interact with consumers Control demand

Schedule supply

Service Personnel Empowerment Training Attitudes

Modify as necessary Define standard

Communicate by advertising

Service Package Supporting facility Facilitating goods Explicit services Implicit services

Basis of selection

Service Process

How will the SOM understand if the current process meets the demands of the customer as well as the demands of the service buyer?

LP/GP/DP

Statistical Hypotheses and How will the SOM initially gather the data for LP/GP/DP, etc. and make sure that they are non- Analysis biased and are adjusted for minimal statistical deviation?

How will the SOM effectively understand the deviations of a service (inter-arrival time and service time) to effectively manage and improve the process?

Queuing and inventory models

How will the SOM effectively know if the concepts RN Generation -> Simulation he took from the queuing and inventory studies are accurate (process design)?

Service Process

How will the SOM help the system in managing the deviations in service time of the customer?

Management Information Systems (e.g. filtering systems, pre-selected answers and procedures)

How will the system of the vendor tie-up with the Management Information system of the buyer in order to make sure that Systems sufficient information is exchanged between them? How will the SOM make sure that the current service process meets the required volume of the buyer?
Project Management: Gantt Chart, Network Diagrams, Quality Tools (Fishbone, check sheet, run chart, histogram, Pareto chart, flow chart)

Service Process

How will the SOM make sure that they meet the SLA?

Service Quality Gaps Model, SERVQUAL Model Failure Mode and Effects

How will the SOM identify potential problems for Analysis, PPA: Kepner-Tregoe the process? Method

In an event of a major overhaul of the process, how will the SOM handle this?
In the event of a process overhaul how will the SOM make sure that the new system and its components meet volume and cost requirements?

Business Process Reengineering

Capacity Planning: Break-even Analysis, Approaches to Capacity Expansion, Decision Tree, NPV, AHP

Service Process

How will the SOM make sure that the process meets requirements?

Process Analysis and Design: Flow Diagrams, Time-function mapping, Process Charts, Work Flow Analysis, Service Blueprinting

How will the SOM schedule the processing of the Scheduling System, calls of the customer? Assignment Method, Priority
Rules (FCFS, SPT, EDD, LPT), Johnsons Rule

How will the SOM make the process productive as Ergonomics, Time and Motion Studies much as possible for the employees?

How will the SOM make sure that the process Line Balancing accomplishes more in a minimum span of time at the most efficient cost?

Service Process

How will the SOM effectively reduce time to service or increase productivity in scenarios wherein the call center is at a significant deficit with the requirements of the buyer?

Project Crashing

How will the SOM manage client accounts so as Project scheduling: Network not to interfere with productivity and schedules? Diagrams, CPM, Gantt Chart
Enterprise Resource Planning How will the SOM make sure that cirtical System, Decision Support information is available to internal stakeholders? System

How will the SOM determine the most efficient network structure for its operations?

Network Optimization Models, Gravity Methods for Location

EVALUATION

Open Systems View of Service Operations

Consumer arrivals (input) Service Process Consumer participant Consumer Provider interface

Evaluation
Consumer departures (output) Monitor

Criteria Measurement

Control

Customer Demand
Perceived needs Location

Service operations manager Production function: Alter Monitor and control process demand Marketing function: Interact with consumers Control demand

Schedule supply

Service Personnel Empowerment Training Attitudes

Modify as necessary Define standard

Communicate by advertising

Service Package Supporting facility Facilitating goods Explicit services Implicit services

Basis of selection

Evaluation

models, Inventory How will the SOM determine what metrics are to Queuing models, Financial analysis, be used in evaluating the performance of the Balanced Scorecard, HR Management Call Center?

How will the SOM translate the results of the evaluation in a language more suited to top tier executives of both the buyer and the vendor? How will the SOM gather such data?

Statistical Analysis, Charts ( Control, Histogram, etc.)

Management Information Systems (e.g. ERP, Statistical Hypotheses and Analysis, Gaps Model, SERVQUAL Model