Reengineering through simulation modeling: Optimizing a telephone ordering system at gpo

Information Systems Management

Volumn 14, Issue 3, 1997, Pages 61-66

  Giannini, Paul J ^a   Grupe, Fritz H ^b   Saholsky, Robert M ^b  

^a University of Nevada ^*  (United States)

^b UNIVERSITY OF NEVADA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

DECISION MAKING; DISCRETE EVENT SIMULATION; TELEPHONE SETS;

CUSTOMER SERVICES; DISCRETE-EVENT SIMULATION MODEL; GOVERNMENT PRINTING OFFICES; ORDER SYSTEMS; QUANTITATIVE DATA; RESOURCE UTILIZATIONS; WORK-FLOWS;

REENGINEERING;

EID: 0039325504     PISSN: 10580530     EISSN: None     Source Type: Journal    
DOI: 10.1080/10580539708907061     Document Type: Article

References (2)

1. A. Brigandi, et al., “AT&T’s Call Processing Simulator (CAPS) Operational Design for Inbound Call Centers, " Interfaces 24, no. 1 (IW), pp. b-28.
2. C. Harrell and K. Tuinay, Sirtiu/ubon Made Easy: A Manager’s Cuide (Norcross CA: Institute of Industrial Engineers, 1995).