Preferred Customer Service at US Airways Case Solution & Answer

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Repatriation operations and outsourced call center U.S. airline I was almost finished in the summer of 2011. Director reserves in eastern saw this as an opportunity for a high-quality and faster to “preferred customers” through the creation of a preferred client office in downtown Winston-Salem. The seat has asked the director to provide a comprehensive analysis of the costs and benefits of the proposal before approval. The wider issue of the case is considering whether this initiative has merit. Is it possible to provide sufficient benefits (quantifiable, such as reducing the average waiting time and not quantifiable, such as customer perception of service quality) to justify the additional costs of staff? Call centers operate 24/7 and to experiment with the volume of calls. This makes necessary to economically produce the average waiting times to vary considerably in each time step (e.g. every hour) official number. Therefore, the case more closely, focusing on the challenges of (1) the fundamental tradeoff between latency and utilization of the agent, and (2) Programming the start time of 8:00 moved to provide standard adequate coverage during each period. The Instructor’s Manual provides queues based on multiple servers and linear programming models such technical problems in depth analysis. In addition, the case provides excellent opportunities to discuss human resource strategies and their role in gaining competitive advantage.
by
Umit Akinc
Source: Case Research Association of North America (NACRA)
13 pages.
Publication Date: January 1, 2013. Prod #: NA0202-PDF-ENG
Preferred Customer Service in U.S. Solution Airways Case