Patrick Bugas must determine a staffing plan to meet targets for average speed of answer (ASA) for a telephone call center. 35,000 records are included in a spreadsheet for student analysis.
This case is used in Darden’s first-year required "Operations" course and in the "Management of Service Operations" elective. It would also serve well as an exam case. Pedagogically, it works best in a module on queueing theory. The instructor could either provide the raw data or aggregate it to fit the course needs.
