Optimizing Human Resources Capacity and Performance of Newroz Telecom Company by Proposing Queuing Theory

Authors

  • Ahmet demir Business and Management Department, Faculty of Administrative Sciences and Economics, Tishk International University, Erbil, Kurdistan Region, Iraq
  • Cumhur Aydinli Department of Business and Administration Ipek University, Ankara, Turkey
  • Karwan Talaat Business and Management Department, Faculty of Administrative Sciences and Economics, Tishk International University, Erbil, Kurdistan Region, Iraq

Keywords:

Queuing Theory, Waiting Lines, M/M/S/∞, Human Resources Capacity, Performance Optimization, Increasing Efficiency

Abstract

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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Published

01.09.2015

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How to Cite

demir, A., Aydinli, C., & Talaat , K. (2015). Optimizing Human Resources Capacity and Performance of Newroz Telecom Company by Proposing Queuing Theory. International Journal of Social Sciences & Educational Studies, 2(1), 28-37. https://ijsses.tiu.edu.iq/index.php/ijsses/article/view/631

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