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dc.contributor.authorPretorius, Philip D
dc.contributor.authorMadisa, Victoira G
dc.contributor.authorKroeze, Jan H
dc.date.accessioned2010-07-12T08:18:45Z
dc.date.available2010-07-12T08:18:45Z
dc.date.issued2010
dc.identifier.citationPRETORIUS, P.D., MADISA, V.G. & KROEZE, J.H. 2010. Using queuing theory to reduce the number of abandoned calls at a central service desk (full paper). Proceedings of the 14th International Business Information Management Association Conference (14th IBIMA), 23 - 24 June 2010, Istanbul, Turkey, pp. 1063 - 1074. (Business Transformation through Innovation and Knowledge Management: An Academic Perspective, edited by Khalid S. Soliman)[http://www.ibima.org/TR2010/index.html]
dc.identifier.isbn978-0-9821489-3-8
dc.identifier.urihttp://hdl.handle.net/10394/3133
dc.descriptionProceedings of the 14th International Business Information Management Association Conference (14th IBIMA), 23 - 24 June 2010, Istanbul, Turkey. (Business Transformation through Innovation and Knowledge Management: An Academic Perspective, edited by Khalid S. Soliman. On CD: ISBN: 978-0-9821489-3-8)en
dc.description.abstractThis paper addresses the problem of an unacceptably high rate of abandoned calls at a centralised service desk of a South African telecommunications company. It uses a queuing methodology to design a system that may achieve the desired performance level. A quality standard is created by determining the number of service channels (employees) that can handle the workload of answering all the calls arriving at the service desk. The paper demonstrates how Queuing Theory may be used to enhance a service desk information system, including the end-users, in order to provide more efficient service delivery.en
dc.language.isoenen
dc.subjectQueuing theoryen
dc.subjectService desken
dc.subjectSensitivity analysisen
dc.subjectVisualisationen
dc.titleUsing queuing theory to reduce the number of abandoned calls at a central service desken
dc.typeArticleen
dc.contributor.researchID10062432 - Pretorius, Philippus Daniël
dc.contributor.researchID10063455 - Kroeze, Jan H


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