The full text of this article


Optimising a help desk performance at a telecommunication company
by Fawaz AbdulMalek, Ali Allahverdi
International Journal of Engineering Systems Modelling and Simulation (IJESMS), Vol. 1, No. 2/3, 2009


Abstract: One of the problems faced by a mobile telecommunication company in Kuwait is the excessive waiting time to fix PC or software related problems of its over 800 employees. We successfully developed, validated and employed a simulation model to determine the number of technicians needed at the company to minimise total cost by considering both the cost of idle time of the employees and the wages of technicians. The simulation results indicated that the total cost can be reduced significantly by just hiring one more technician.

Online publication date: Sat, 01-Aug-2009


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