2. Modelling of Basic Model (Data collection and Issues Raised)
2.2 Director Associate
2.4 Senior Associates
2.5 Result of Basic Model
2.6 Validation Test
3. Modelling of Alternative Model
3.1 Problem Formulation with Assumptions
3.2 New Approach of the Model
3.3 Training programming of Senior Associates (Brief explanation)
3.3.1 Building Model and Solution
3.4 Training Programming of Associates (Brief Explanation)
3.4.1 Building Model and Solution
3.5 Rescheduling Senior Associates (Brief Explanation)
3.5.1 Building the Model and Solution
4. Conclusion and Recommendation
In the Delwarca Software Remote Support Unit, Jack McKinnon considered improving the efficiency and effectively of its calling service in Pre Rapid ID. In addtion, McKnnon improved its customer calling service by Rapid ID. Although the bottleneck of the work to be performed by associates has decreased, the bottleneck of the work to be performed by senior associates has increased dramatically. McKinnon is aware of this problem and has considerable information about the Delwarca company. However, it is difficult for McKinnon to improve the company’s process and to solve its problems.
The basic model in Rapid ID used exponential distribution to explain its operator. In addition, triangular distribution is applied for other activities, such as the director associate and associate, and senior associates. The bottleneck occurs, because the senior associates use more than 80% of the calling service. In addition, this model cannot pass black box validation.
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