Optimizing Human Resources Capacity and Performance of Newroz Telecom Company by Proposing Queuing Theory
Keywords:
Queuing Theory, Waiting Lines, M/M/S/∞, Human Resources Capacity, Performance Optimization, Increasing EfficiencyAbstract
Human resources capacity is one of the very important decision points of a management. In this case efficiency plays a strategic role. On the other hand, customer satisfaction also must be considered when optimizing the human resources capacity. In this research, human resources capacity of a call center was calculated regarding to arrival of calls to the center and optimized by using waiting lines method. As a result it was seen that queuing theory worked and efficiency of the call center was increased.
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