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ACCEL : a Tool for Supporting Concept Generation in the Early Design Phase

12.09.2008

In this thesis we investigate a computer-supported systematic approach to the early design phase. The design problem addressed in this thesis is defined as follows:

Develop a systematic procedure and a tool to support the early design phase in a domain-independent way:

• To evaluate the application of systematic procedures in the early design phase;
• To increase the complexity of the design problems that can be considered by the students during the design courses, and to approach the complexity of realistic design problems in industry;
• To improve the clarity of the decision-making process and the process of communication.

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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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Emotional intelligence, personality and sales performance

16.06.2008

Key words: emotional intelligence, personality, work motivation, sales performance In this study, salespersons in a telecommunications company were tested for perceived risk, emotional intelligence (EI), a number of additional dimensions of work motivation and personality, and performance.

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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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