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You can’t manage what you can’t measure.hot!

14.05.2007

Ensuring that learning drives measurable business value: Why learning is fueling new business growth

After a few tough years focused mainly on corporate survival, top executives today—and company shareholders—are shifting their sights to improving performance. A recent IBM study of more than 450 top CEOs around the world found that organizations are actively seeking ways to boost financial performance, primarily through revenue growth.1 What will fuel this growth, according to the study, is the development of new products and services, as well as expansion into new markets. (IBM white paper)

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WFM sciencehot!

23.01.2008

De uitdagingen van multi-skill en multi-channel routing, staffing en scheduling

 

•Meerdere skills, meerdere channels: hoe gewenste staffing te berekenen?

•En is mijn call routing wel goed?

•En hoe rooster ik mijn mix van x-trained agents?

•En wie leid ik wanneer voor welke skill op?

door  Prof.dr. Ger Koole

Vrije Universiteit Amsterdam / CCmath

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Telephone Call Centers: a Tutorial and Literature Reviewhot!

23.01.2008

KeyWords: telephone call center, contact center, tele-services, tele-queues, capacity management, staffing, hiring, workforce management systems, ACD reports, queueing, Erlang C, Erlang B, Erlang A, QED regime, time-varying queues, call routing, skills-based routing, forecasting, data mining.

We characterize the state of research on telephone call centers. We begin with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations. We then outline important problems that have not been addressed and identify promising directions for future research.

 

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Teaching creativity

08.09.2008

We want to teach creativity techniques to prospective technological designers in a domain-independent way. To facilitate this, we adopt a format and nomenclature that is close to the terminology used by engineers. Central notions are concepts, attributes and values. A crucial role is played by, what we call, productive attributes: attributes that come with a set of values that can easily be enumerated. In this paper we show how this format supports several creativity techniques and how it allows engineers to explore option spaces in a structured manner. We briefly discuss some practical experiences with our approach.

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Human Capital Measurement: How Do You Measure Up?

14.05.2007

Executives have become aware of the inadequacies of existing techniques used to guide their investments in people. Business leaders need new approaches to measurement, such as the Accenture Human Capital Development Framework, that can accurately assess human performance and make human capital investments that generate real business value.

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