In the business travel division American Express faced with the rapid growth in demand, but is suffering from overstaffing in some offices because of widespread customer demand. The control problem is to reduce spending in local offices, while maintaining a high level of service. One of the options under consideration centralized regional business travel call center features up to 20 other offices AMEXCO. This event gives students the opportunity to apply queuing theory to practical situations. As a rule, in order to facilitate the numerous calculations required, it is used with UVA "turn" of the program. "Hide
by John S. Jr. Whetsel, Edward W. Davis, VE Pommerening Source: Darden School of Business 11 pages. Publication date: April 10, 1991. Prod. #: UV3316-PDF-ENG
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