Optimizing Human Resources Capacity and Performance of Newroz Telecom Company by Proposing Queuing Theory

Demir, Ahmet and Talaat Rashid, Karwan (2015) Optimizing Human Resources Capacity and Performance of Newroz Telecom Company by Proposing Queuing Theory. International Journal of Social Sciences & Educational Studies, 2 (1).

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Abstract

Human resources capacity is one of the very important decision points of a management. In this case efficiency plays a strategic role. On the other hand, customer satisfaction also must be considered when optimizing the human resources capacity. In this research, human resources capacity of a call center was calculated regarding to arrival of calls to the center and optimized by using waiting lines method. As a result it was seen that queuing theory worked and efficiency of the call center was increased.

Item Type: Article
Uncontrolled Keywords: Queuing Theory, Waiting Lines, M/M/S/∞, Human Resources Capacity, Performance Optimization, Increasing Efficiency
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: International Journal of Social Sciences & Educational Studies > VOL 2, NO 1 (2015)
Depositing User: ePrints deposit
Date Deposited: 08 Jun 2022 13:05
Last Modified: 08 Jun 2022 13:05
URI: http://eprints.tiu.edu.iq/id/eprint/977

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