Das Buch stellt die Grundlagen des Operations Management im Call Center anwendungsorientiert dar. Hierbei zielen die Autoren vorrangig auf Inbound Call Center ab, bei denen die Anrufe von außen eingehen. Im Vordergrund steht der Prozess der Leistungserstellung im Call Center. Zunächst wird die...

Flow line design is one of the major tasks in production management. The decision to install a set of machines and buffers is often highly irreversible. It determines both cost and revenue to a large extent. In order to assess the economic impact of any possible flow line design, production...

Long-term throughput, as a key performance indicator of a stochastic flow line, is affected by numerous parameters describing the features of the flow line, such as processing time and buffer size. Fast and accurate evaluation methods for a given set of values for those parameters are a...

Long-term throughput, as a key performance indicator of a stochastic flow line, is affected by numerous parameters describing the features of the flow line, such as processing time and buffer size. Fast and accurate evaluation methods for a given set of values for those parameters are a...