Content uploaded by Sheylen Jagajodhy
Author content
All content in this area was uploaded by Sheylen Jagajodhy on Jan 12, 2016
Content may be subject to copyright.
Staff Management at a Call Center
Engineering research and development project
Oral presentation Proposal
Submitted by
Sheylen Jagajodhy jagajod@uwindsor.ca
&
Abdur Rahim rahim11@uwindsor.ca
Faculty Sponsor
Dr. Ahmed Azab azab@uwindsor.ca
Assistant Professor/UG Coordinator, Dept. of Industrial & Manufacturing Systems
Engineering,
Director, Product Lifecycle Management (PLM) Research Lab
Tel.: +1 (519) 253-3000 x4958
ii
Abstract
The call center operates 24x7 nowadays. With high demand of call centers being outsourced our
team has developed an optimization model for companies to make profit with maximum customers being
satisfied. As more customers are using the call centers, a number of issues have arisen. Some of the
complaints received from customers are about the long waiting times to schedule an appointment or
dealing with other customer issues. The managers are concerned about the inefficiency of operations at
the call center. Our team has developed the program to solve all the issues that will be discussed in this
report. In this report we focus on all the issues they might had and have tried to optimize the problems.
In this project, we are solving liner assignment problem where both full time and part time
employers of the call center are being assigned to various time slots of a work day. A system analysis and
application have been adopted to develop the decision support system to solve such a problem. System
initiation has been performed where both IDEF and context model have been developed. System analysis
followed by performing problem analytics, requirement analysis and logical design. Fishbone diagram
process mapping and all mathematical problem have been developed tailored; the give model has been
generalized to feed the general requirement of any assignment problem. Physical design is performed and
flowcharts have been written for very small model of the system. For system construction and
implementation, procedural programming have been used; however, VBA (Visual Basics for
Applications) and RSP (Risk solver platform) object have been used for both properties and method. The
application programming interfaces for the RSP solver have been called from within the Excel VBA script
and forms, to automate the process of solving mathematical programming mode.
The excel file of the project will be presented during the presentation at the UWill Discover
Undergraudate Research Conference.
.
iii
Acknowledgements
Our team would like to acknowledge the help and advice given by our instructor Dr. Ahmed
Azab, GA Maral Zafar and technologist Ram Barakat during the project.
Table of Contents
Acknowledgements .................................................................................................................................................. iii
List of Figures ............................................................................................................................................................5
List of Table ...............................................................................................................................................................5
1. Introduction ............................................................................................................................................................6
2. Literature Review ...................................................................................................................................................8
3. Methodology ..........................................................................................................................................................9
3.1 Problem Analysis .........................................................................................................................................9
3.1.1 Integer Programming Model .................................................................................................................9
3.1.2 Decision Variables ................................................................................................................................9
3.1.3 Objective Function ..............................................................................................................................10
3.1.4 Constraints ...........................................................................................................................................10
3.2 System initiation ........................................................................................................................................10
3.2.1 IDEF - Integrated Definition Modeling Techniques ...........................................................................10
3.3 System Analysis .........................................................................................................................................12
3.3.1 Context level Diagram ........................................................................................................................12
3.3.2 Fishbone Diagram ...............................................................................................................................13
3.4 Physical Design ..........................................................................................................................................14
3.4.1 Process Mapping Chart .......................................................................................................................14
3.4.2 Doctors Appointment Flowchart .........................................................................................................15
3.4.3 Lab Work Scheduling Flowchart ........................................................................................................16
3.4.4 Registering New Patient Flowchart .....................................................................................................17
3.4.4 Flowchart for Data Sheet Button .........................................................................................................18
3.4.5 Flowchart for Welcome Sheet Button .................................................................................................19
3.4.6 Sensitivity Analysis .............................................................................................................................20
3.5 System Implementation.............................................................................................................................21
3.5.1 Welcome page .....................................................................................................................................21
3.5.2 Sample Data Sheet ..............................................................................................................................22
3.5.3 User Form ............................................................................................................................................23
3.5.4 Project Management & Scheduling .....................................................................................................25
4. Results ..................................................................................................................................................................26
5. References ............................................................................................................................................................27
6. Appendix ..............................................................................................................................................................28
Source Code for Data Analysis form .................................................................................................................28
Source Code for Shift Scheduling form ............................................................................................................29
Source Code for Welcome form ........................................................................................................................30
5
List of Figures
Figure 1: Illustration of the five stages of Systems Analysis (searchsoftwarequality, 2015) ..................... 7
Figure 2: Sample IDEF diagram (Ergonomics & Human Factors, n.d.)) ................................................. 11
Figure 3: IDEF for Call Waiting Times .................................................................................................... 11
Figure 4: Legend about Context Level Diagram (Burge, 2011) .............................................................. 12
Figure 5: Context Level diagram for shift and employee allotment of a call center ................................ 12
Figure 6: sample fishbone diagram (Simon, n.d.) ..................................................................................... 13
Figure 7: Slow Response Time fishbone diagram .................................................................................... 13
Figure 8: Process Map of Call Centre. ...................................................................................................... 14
Figure 9: Doctors Appointment Flowchart ............................................................................................... 15
Figure 10: Lab Work Scheduling Flowchart ............................................................................................ 16
Figure 11: Registering New Patient Flowchart ......................................................................................... 17
Figure 12: Flowchart for Data Sheet Button ............................................................................................. 18
Figure 13: Flowchart for Welcome Sheet Button ..................................................................................... 19
Figure 14: Welcome page preview ........................................................................................................... 21
Figure 15: Sample Data Sheet preview ..................................................................................................... 22
Figure 16: User Form preview .................................................................................................................. 23
Figure 17 User Form to input data ............................................................................................................ 24
Figure 18: Project Management & Scheduling preview ........................................................................... 25
List of Table
Table 1: Expected number of calls .............................................................................................................. 9
6
1. Introduction
Systems analysis is a problem-solving process which uses mathematical models and analytical
techniques to investigate complex systems with a focus on an integrated, interdisciplinary approach. It is
the second stage in the system development life cycle (SDLC), which is a conceptual model used in project
management that describes the stages involved in an information system development project, from an
initial feasibility study through maintenance of the completed application. Figure 1 on the next page will
illustrate the process of it in sequence.
The person who analyzes the systems is the Systems Analyst, who studies the problems and needs
of an organization to determine how people, data, processes and information technology can best
accomplish improvements for the business. Systems analysis is important because it seeks to understand
what humans need to analyze data input or data flow systematically, process or transform data, store data,
and output information in the context of a particular business. Furthermore, systems analysis and design
is used to analyze, design, and implement improvements in the support of users and the functioning of
businesses that can be accomplished through the use of computerized information systems. Installing a
system without proper planning leads to great user dissatisfaction and frequently causes the system to fall
into disuse. Systems analysis and design lends structure to the analysis and design of information systems,
a costly endeavor that might otherwise have been done in a haphazard way. It can be thought of as a series
of processes systematically undertaken to improve a business through the use of computerized information
systems. Systems analysis and design involves working with current and eventual users of information
systems to support them in working with technologies in an organizational setting. It can be used in various
fields from industrial applications for process optimization, budgetary decisions for cost optimization and
even to military applications. According to Leen Hordjik (Options Magazine, winter 2007), “it is possible
to explain systems analysis using a framework that’s made up of nine steps”;
1. Gather all information and knowledge related to the problem
2. Determine the objective of the stakeholders
3. Determine ways of achieving the objectives and design new alternatives if necessary.
4. Consider the problem in the light of the knowledge accumulated
5. Estimate the impacts of the various possible courses of action, taking
into account the uncertain future and the organizational structures that are required to
implement our proposals.
6. We assess the compared alternatives to see possible impacts and consequences.
7
7. Present the results in framework that facilitates choice by the stakeholders.
8. Provide follow-up assistance
9. Evaluate the results.
Figure 1: Illustration of the five stages of Systems Analysis (searchsoftwarequality, 2015)
The project was kick started by first setting up the System Development Process, which is a set of methods
and automated tools that stakeholders use to develop and maintain information systems and software, by
breaking down the process into four stages. The first is the system initiation & scope definition, where
the problem is identified, and this is done with the help of IDEF (Integrated Definition Modelling
Techniques and Context Diagram. Second is the system analysis stage, where the problem is analyzed
and the requirements and expectations of the solution is identified, this was done using Fishbone Diagram
(Ishikawa Diagram). Third is the system design stage where the best solution is chosen and designed,
this was done using Data Flow Diagrams and flowcharts for the procedures and sub-procedure. The
fourth and final stage is the system implementation stage, where the chosen solution is implemented and
the results are evaluated, this is done by using Microsoft Excel and Visual Basic Applications, in which
RSP VBA codes were used to solve the problem. Project Management was done using Gantt chart that
is also included in the report. The results found of the project are also incorporated in the report and Excel
file.
8
2. Literature Review
Coding is a concentrated movement begins when configuration group is last with the physical
outline determination to transform the framework into working machine code. Despite the fact that testing
is parallel to coding however it likewise needs fitting wanting to attain to the planned goals of the
framework. Establishment of a framework is the replacement of a current framework with the new one
and incorporates change of existing information, programming, documentation and work methodology as
indicated by new framework. The results of these exercises are code, ace gram documentation, test
arrangement, test information, test outcomes, client guides, client preparing arrangement, establishment
and change arrangement, equipment and programming establishment plan, information transformation
plan and site and office redesigning arrangement. The procedure of documentation is brought throughout
the life cycle of the framework however on this stage all the data about the framework are appropriately
and completely archived both for clients and maintainers of the framework. In enterprises there may be
specific staff to give preparing to support laborers and clients and in little association a few clients can be
prepared and rest can gain from them. The results of these initiates are framework documentation, client
documentation, client instructional courses, client training classes, etc. The methodology of keeping up a
data framework is really coming back to the start of SDLC and repeating improvement steps. Four
noteworthy exercises happen within maintenance, acquiring support appeals, planning changes and
actualizing changes. The result of support action is new form of framework alongside overhaul in all sort
of documentation. In a system development life cycle, this is the last stage and prompts the start of a
framework improvement so this is an essential issue to manage serious consideration.
9
3. Methodology
The methodology concepts used in the project are as follows;
3.1 Problem Analysis
3.1.1 Integer Programming Model
Programming model used for this sample project are as follows:
Table 1: Expected number of calls
3.1.2 Decision Variables
x1 The total number of full-time employees who work from 7A.M. to 3P.M. Their salary is
$112 per day.
x2 The total number of full-time employees who work from 9A.M. to 5P.M.
Their salary is $112 per day.
x3 The total number of full-time employees who work from 11A.M. to 7P.M.
Their salary is $116 per day.
x4 The total number of full-time employees who work from 1P.M. to 9P.M.
Their salary is $120 per day.
x5 The total number of part-time employees who work from 1P.M. to 5P.M.
Their salary is $40 per day.
x6 The total number of part-time employees who work from 3P.M. to 7P.M.
Their salary is $44 per day.
x7 The total number of part-time employees who work from 5P.M. to 9P.M.
Their salary is $48 per day.
10
3.1.3 Objective Function
The objective is to minimize the total cost of operating
Min: 112x1 + 112x2 + 116x3 + 120x4 + 40x5 + 44x6 + 48x7
3.1.4 Constraints
3.2 System initiation
3.2.1 IDEF - Integrated Definition Modeling Techniques
Definition: IDEF is the common name referring to classes of enterprise modeling languages.
Objective: IDEF is used for modeling activities necessary to support system analysis, design,
improvement or integration. (Ozgun Demirag, 2004)
11
Figure 2: Sample IDEF diagram (Ergonomics & Human Factors, n.d.))
The IDEF for this project is as follows:
Inputs for our project are Number of calls and Working Hours. The controls are total number of
employees, number of calls answered and salary. The mechanisms used were linear programming, Excel
VBA and Risk solver. Therefore the outputs we get is the optimal number of Full-time, Part-time
employees and operating cost of call center.
Figure 3: IDEF for Call Waiting Times
12
3.3 System Analysis
3.3.1 Context level Diagram
A Context Diagram is a single picture that has the system of interest at the center, with no details of its
interior structure or function, surrounded by those elements in its environment with which it interacts.
Figure 4: Legend about Context Level Diagram (Burge, 2011)
As seen in figure 5 the systems of interest we have are shift and employee allotment of the call center,
management, patients and employees are inputs whereas time allocation and shift allocation are outputs.
Figure 5: Context Level diagram for shift and employee allotment of a call center
13
3.3.2 Fishbone Diagram
Cause and Effect Analysis which is used to identify the issues we encounter.
Figure 6: sample fishbone diagram (Simon, n.d.)
Slow response time is our effect of the call center as seen in figure 7. This effect is caused by
four factors which include employees, management, process involved and patients calling the call
center.
Employees factor is important here because it involves how many calls they get, are they full
time or part time, the pay they get and experience they have to provide service to customers.
Management effect slow response time because they have been doing bad scheduling of
employees, lack of strategies they have and main focus they are having is how can they be cost efficient.
The process and patients effect this as patients don’t know which department’s they want to
contact and the call transferring is also slow between departments.
Figure 7: Slow Response Time fishbone diagram
14
3.4 Physical Design
3.4.1 Process Mapping Chart
Flowcharts are easy-to-understand diagrams showing how steps in a process fit together. This
makes them useful tools for communicating how processes work, and for clearly documenting how a
particular job is done.
The Flowchart figure 8 below shows the procedure on how customer calls are processed.
Customers are given three different options when the phone is first answered, press 1 if they want to make
a doctor’s appointment, 2 if they want to schedule lab work and 3 if he or she is a new patient. If there’s
no response from the customer, the menu would play back. The playback procedure would repeat for three
times, and if there’s still no response after the third time, it automatically ends the call. Now for the sub-
procedures, if option 1 is selected, the customer will be notified that the call will be monitored for quality
and training purposes while the call is being transferred to the next available agent. If there’s an available
agent; the call will be answered, if no not, the call will go back to waiting line for another agent. This sub-
procedure will be used for the other two options as well also seen in figure 9, 10 and 11.
Figure 8: Process Map of Call Centre.
15
3.4.2 Doctors Appointment Flowchart
For doctor’s appointment customer selects option 1, and the following procedure is followed.
Figure 9: Doctors Appointment Flowchart
16
3.4.3 Lab Work Scheduling Flowchart
For Lab Work Scheduling customer selects option 2, and the following procedure is followed.
Figure 10: Lab Work Scheduling Flowchart
17
3.4.4 Registering New Patient Flowchart
For Registering New Patient customer selects option 3, and the following procedure is followed.
Figure 11: Registering New Patient Flowchart
18
3.4.4 Flowchart for Data Sheet Button
The Date Sheet button used on the excel sheet follows the following procedure to operate when clicked
on the data sheet button seen on the excel worksheet.
Figure 12: Flowchart for Data Sheet Button
19
3.4.5 Flowchart for Welcome Sheet Button
The welcome button used on the excel sheet follows the following procedure to operate when clicked on
the welcome sheet button seen on the excel worksheet.
Figure 13: Flowchart for Welcome Sheet Button
20
3.4.6 Sensitivity Analysis
Sensitivity Analysis is extremely valuable when endeavoring to focus the effect the real result of
a specific variable will have in the event that it contrasts from what was already expected. By making a
given set of situations, the analyst can decide how changes in one variable(s) will affect the target variable.
There are certain questions that are addressed by sensitivity analysis, such as how much will the results
change if my data is not accurate? Will this have a minor or major impact on the results? The most
important question is whether my optimum solution is sensitive to any kind of changes in the original
problem coefficients? If the objection function, Z or a decision variable such as Xi change when an original
coefficient is changed, then we say that the LP model is sensitive.
In the case of our project, the parameters that are being examined here are the number of employees, which
is a decision variable, and how this variable will affect the output if any original coefficient is changed.
21
3.5 System Implementation
3.5.1 Welcome page
Figure 14: Welcome page preview
22
3.5.2 Sample Data Sheet
Figure 15: Sample Data Sheet preview
23
3.5.3 User Form
Figure 16: User Form preview
24
Figure 17 User Form to input data
25
3.5.4 Project Management & Scheduling
This project was started and completed in Fall 2014. The process of scoping, planning, staffing, organizing, directing, and controlling
the development of an system at a minimum cost within a specified time frame was done using Gantt Chart.
Figure 18: Project Management & Scheduling preview
Gantt Chart
Oct
No
v
Dec
Tasks
% Done
Start
End
1.
5
.
10
.
15
.
2
0
25
.
30
.
1.
5
.
10
.
15
.
20
.
25
.
1.
5.
11
.
Forming a Team
100%
1-Oct-14
Project Issued
100%
17-Oct-14
Project Selected
100%
30-Oct-14
Logo Created
100%
1-Nov-14
2-Nov-
14
System initiation & scope definition
100%
6-Nov-14
7-Nov-
14
IDEF Diagram & Problem Statement
100%
6-Nov-14
6-Nov-
14
Context Diagram
100%
6-Nov-14
7-Nov-
14
System Analysis
100%
10-Nov-
14
14-Nov-
14
Problem Analysis: Fishbone diagram
100%
10-Nov-
14
11-Nov-
14
Requirement Analysis: Use cases (Logical Design)
13-Nov-
14
14-Nov-
14
System Design
100%
15-Nov-
14
5-Dec-
14
Physical Design
System Implementation & Construction
15-Nov-
14
9-Dec-
14
Term Project Midway Assessment
21-Nov-
14
21-Nov-
14
Working on Project
100%
11-Dec-
14
Final Product Report
11-Dec-
14
Term Project Final Assessment
11-Dec-14
11-Dec-
14
26
4. Results
Using VBA and RSP Solver code the problem was optimized. The results were as follows.
Decision Variables
Constraints
X1
10.00
10.00
>=
9.16
7
X2
5.00
15.00
>=
15
X3
0.00
15.00
>=
13.3
3
X4
0.00
21.00
>=
15.5
X5
6.00
15.00
>=
14.1
7
X6
4.00
8.00
>=
7.5
X7
4.00
4.00
>=
3.33
3
Salary
Objective
asdaFuncfuncti
on
2304
X1
112.00
X2
112.00
X3
116.00
X4
120.00
X5
40.00
X6
48.00
X7
48.00
Optimal number of full-time and part-time employees to work in each shift are
X1
10.00
X2
5.00
X3
0.00
X4
0.00
X5
6.00
X6
4.00
X7
4.00
From running the solver, we we’re able to identify and develop the optimal cost of operating the
call center which is $2304.00. This means that by allocating the right number of employees (full-time
and part-time) for the seven time slots based on the activity of each slot (number of calls received), the
call center would operate on a cost of that’s provided above. Any changes made to parameters;
Decision Variables and Constraints, would affect the Objective Function.
27
5. References
(2015, January 27). Retrieved from searchsoftwarequality:
http://searchsoftwarequality.techtarget.com/definition/systems-development-life-cycle
ais12011.wikispaces.com. (2011). AIS sem 1 2011. Retrieved from IT Governance - System Analysis:
http://ais12011.wikispaces.com/IT+Governance+-+System+Analysis
Burge, D. S. (2011). The Systems Engineering Tool Box. Retrieved from
http://www.burgehugheswalsh.co.uk/uploaded/documents/CD-Tool-Box-V1.0.pdf
Chinneck, J. (2000). Retrieved from http://www.sce.carleton.ca/faculty/chinneck/po/Chapter6.pdf
Ergonomics & Human Factors. (n.d.). Retrieved from http://iehf.org/ehf/wp-
content/uploads/2012/07/IDEF.png
Ganga, S. (n.d.). Inflibnet.ac.in. Retrieved from
http://shodhganga.inflibnet.ac.in:8080/jspui/bitstream/10603/49/6/chapter%203_%20s%20s%20%20re
ddy.pdf
Hordijk, L. (2002-2008). IIASA. Retrieved from
http://www.iiasa.ac.at/web/home/about/whatisiiasa/whatissystemsanalysis/what_is_systems_analysis.
html
Igcseict.info. (2015). IGCSE ICT - What is Systems Analysis?. Retrieved from
http://www.igcseict.info/theory/8/what/
Ozgun Demirag, A. J.-T. (2004). Introduction to IDEF Function and Information Modeling. Retrieved from
www2.isye.gatech.edu/~lfm/8851/IDEF_V4.ppt
Rouse, M. (n.d.). TechTarget. Retrieved from Systems development life cycle (SDLC):
http://searchsoftwarequality.techtarget.com/definition/systems-development-life-cycle
Simon, K. (n.d.). The Cause and Effect (a.k.a. Fishbone) Diagram. Retrieved from http://www.isixsigma.com/wp-
content/uploads/images/stories/migrated/graphics/fishbone_000827.gif?81b48c
28
6. Appendix
Source Code for Data Analysis form
29
Source Code for Shift Scheduling form
30
Source Code for Welcome form