Advanced search
Publication Cover
Quality Engineering Volume 24, 2012 - Issue 3
Submit an article Journal homepage
266
Views
1
CrossRef citations to date
0
Altmetric
Original Articles

Use of Warranty and Reliability Data to Inform Call Center Staffing

Sankaran Mahadevan Reliability Engineering and Risk Management, Vanderbilt University, Nashville, Tennessee
&
Jason Overstreet Reliability Engineering and Risk Management, Vanderbilt University, Nashville, TennesseeCorrespondence[email protected]
Pages 386-399 | Published online: 20 Jun 2012
 
Sample our Mathematics & Statistics journals, sign in here to start your FREE access for 14 days

ABSTRACT

This article develops a call center staffing methodology for a new product release by integrating four models related to supply chain logistics, product reliability, call volume, and call center staffing. The supply chain is assumed to be the same for the new product as the existing product. The call volume for the new product is related to two variables: lead time (production to use) and time to failure. An autoregressive moving average (ARMA) model based on available call volume data is used to forecast future call volume for the existing product. An Erlang C distribution is used to determine appropriate call center staffing levels.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related Research Data

Early Detection of Reliability Problems Using Information From Warranty Databases
Source: Informa UK Limited
On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design
Source: Institute for Operations Research and the Management Sciences (INFORMS)
Statistical Analysis of Product Warranty Data
Source: JSTOR
Modeling Daily Arrivals to a Telephone Call Center
Source: Institute for Operations Research and the Management Sciences (INFORMS)
Performance Analysis and Optimization of Inbound Call Centers
Source: Springer Berlin Heidelberg
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Source: Institute for Operations Research and the Management Sciences (INFORMS)
Analysis of warranty claim data: a literature review
Source: Emerald
The impact of enterprise systems on corporate performance: A study of ERP, SCM, and CRM system implementations
Source: Wiley
Methods for the Analysis and Prediction of Warranty Claims
Source: Informa UK Limited
A practical method for failure analysis using incomplete warranty data
Source: IEEE
A Call-Routing Problem with Service-Level Constraints
Source: Institute for Operations Research and the Management Sciences (INFORMS)
Optimal system design considering warranty, periodic preventive maintenance, and minimal repair
Source: Informa UK Limited
Field-Failure and Warranty Prediction Based on Auxiliary Use-Rate Information
Source: Informa UK Limited
Product warranty and reliability
Source: Springer Science and Business Media LLC

Linking provided by 

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.