Process Description and Parameters:

A small off-shore Business Process Outsourcing (BPO) center in Hong Kong provides customer support for credit card and customer account operations of its international client banks in theUnited States and the United Kingdom. This organization employs Call Center Assistants (CCA), who are responsible for answering all incoming calls and logging them.

Once a call is logged, the call is automatically transferred (based on information logged by the CCA) to (1) a Customer Service Representative (CSR) for the USA, (2) a customer service representative for the UK (since separate representatives are currently employed for these two countries), or (3) a retention specialist if the US or UK customer wants to cancel their account. For US customers, the CSR-US discusses the problem with the customer to gather relevant information, then decides whether it is a credit card-related problem or a customer account-related problem. Based on the US customer's information, the call is automatically transferred to either the US Credit Card Specialist (CCS-US) if the inquiry is related to credit cards or to an Account Specialist (ACS) if it is related to a customer account. For UK customers, the CSR-UK simply gathers all customer info and then passes all inquiries on to the UK All Inquiries Specialist (AIS-UK).

In an effort to ensure a positive experience for customers, all callers speaking with the AIS-UK, ACS, and CCS-US are given an offer to complete a quality control survey with the chance to win a $500 AMEX gift card (you do not need to account for the cost of the gift card in the model). All quality control surveys are handled by the same Quality Assurance Specialist (QAS). For customers who call to cancel an account, calls are routed from the CCA to a Retention Specialist (RS) to process the account termination request. During the termination request discussion, the RS works to convince the customer to keep their account active. Customers who are convinced to retain the account either hang up or agree to participate in the quality control survey. Customers committed to closing the account move on to account termination (which is also facilitated by the RS) and then hang up once the account has been closed.

In a normal day, it has been observed that 1 call arrives 2 minutes. In addition, it has been observed that 55% of the calls arriving at the center are routed to US Gathering Customer Info, 30% are routed to UK Gathering Customer Info, and 15% are account termination requests. US calls are evenly distributed (50%) between credit card inquiries and customer account inquiries. Additionally, 25% of termination requests decide to keep the account open and hang up, 10% of termination requests decide to keep the account open and participate in the quality control survey, and 65% of termination requests decide to close the account. Finally, it has been observed that on average, 10% of all other callers are willing to complete the quality control survey.

The following activities and their times in minutes have been recorded for each of the activities in this process:

Activity Time

Logging and answering calls 4

Gathering customer info (US customer) 5

Gathering customer info (UK customer) 7

Responding to US credit card inquiry 10

All Inquiries (UK) 15

Responding to customer account inquiry 12

Quality Control Survey 20

Account Termination Request 7

Account Termination 10

Note that decision making for directing calls is made automatically by the system used to handle the calls; routing calls does not take any time in the system and should not be accounted for with decision points. Similarly, no additional time is required for calls to exit the system (but your model should visually account for calls exiting the system).

The number of personnel employed at the center and their hourly costs are provided below:

Resource Quantity Hourly Cost per Resource

CCA 2 $20

CSR-US 1 $30

CSR-UK 1 $25

ACS 2 $40

CCS-US 2 $35

AIS-UK 1 $30

QAS 1 $20

RS 1 $50

Project Requirements:

how do I generate the output and screenshot

1. OUTPUT A: Simulate the model for 15 hours and generate the detailed output report --- take screenshots of this output report and insert the screenshots as the next part of your Word document; label this Output A at the top of the page. All parts of the output report should be visible in the screenshots (i.e., points will be deducted if any part of the output report is not visible)

1. STATS SUBMISSION: Answer the following questions using the output report from the original model.
   1. How many calls are processed during a 15-hour period? __________
   2. What is the cycle time? __________
   3. What is the value-added time? __________
   4. What is the cost per unit (as displayed on the scoreboard in the simulation window)? __________
   5. What is the efficiency? _______________