請用此 Handle URI 來引用此文件：
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/52108完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 余峻瑜(Jun-Yu Yu) | |
| dc.contributor.author | Shi-Yuan Mao | en |
| dc.contributor.author | 毛詩沅 | zh_TW |
| dc.date.accessioned | 2021-06-15T16:08:07Z | - |
| dc.date.available | 2021-04-26 | |
| dc.date.copyright | 2021-04-26 | |
| dc.date.issued | 2020 | |
| dc.date.submitted | 2021-03-31 | |
| dc.identifier.citation | Akşin, Z., Ata, B., Emadi, S. M., Su, C.-L. (2017). Impact of Delay Announcements in Call Centers: An Empirical Approach. Operations Research, 65(1), 242-265. doi:10.1287/opre.2016.1542 Baloff, N. (1971). Extension of the Learning Curve — Some Empirical Results. Journal of the Operational Research Society, 22(4), 329-340. doi:10.1057/jors.1971.77 Barth, M., Todd, M. (1999). Simulation model performance analysis of a multiple station shared vehicle system. Transportation Research Part C: Emerging Technologies, 7(4), 237-259. doi:https://doi.org/10.1016/S0968-090X(99)00021- 2 Biskup, D. (1999). Single-machine scheduling with learning considerations. European Journal of Operational Research, 115(1), 173-178. doi:https://doi.org/10.1016/S0377-2217(98)00246-X Borst, S., Mandelbaum, A., Reiman, M. I. (2004). Dimensioning Large Call Centers. Operations Research, 52(1), 17-34. doi:10.1287/opre.1030.0081 Bouzada, M. A. l. C. (2009). Scenario Analysis within a Call Center Using Simulation. Journal of Operations and Supply Chain Management, 2, 89-103. Brown, L., Gans, N., Mandelbaum, A., Sakov, A., Shen, H., Zeltyn, S., Zhao, L. (2005). Statistical Analysis of a Telephone Call Center. Journal of the American Statistical Association, 100(469), 36-50. doi:10.1198/016214504000001808 Chanbunkaew, S., Tharmmaphornphilas, W. (2018). Forecasting of Incoming Calls in a Commercial Bank Service Call Center. Paper presented at the Proceedings of the 10th International Conference on Computer Modeling and Simulation, Sydney, Australia. https://doi.org/10.1145/3177457.3177498 Chokshi, R. (1999). Decision support for call center management using simulation. Paper presented at the Proceedings of the 31st conference on Winter simulation: Simulation---a bridge to the future - Volume 2, Phoenix, Arizona, USA. https://doi.org/10.1145/324898.325349 Draeger, M. A. (1992). An emergency department simulation model used to evaluate alternative nurse staffing and patient population scenarios. Paper presented at the Proceedings of the 24th conference on Winter simulation, Arlington, Virginia, USA. https://doi.org/10.1145/167293.167831 Farayibi, A. (2016). Investigating the Application of Queue Theory in the Nigerian Banking System. Gans, N., Liu, N., Mandelbaum, A., Shen, H., Ye, H. (2010). Service times in call centers: Agent heterogeneity and learning with some operational consequences.In J. O. Berger, T. T. Cai, I. M. Johnstone (Eds.), Borrowing Strength: Theory Powering Applications - A Festschrift for Lawrence D. Brown (Vol. Volume 6, pp. 99-123). Beachwood, Ohio, USA: Institute of Mathematical Statistics. Gogg, T. J., Mott, J. R. A. (1993, 12-15 Dec. 1993). Introduction to Simulation. Paper presented at the Proceedings of 1993 Winter Simulation Conference - (WSC '93). Green, L. V., Soares, J., Giglio, J. F., Green, R. A. (2006). Using queueing theory to increase the effectiveness of emergency department provider staffing. Acad Emerg Med, 13(1), 61-68. doi:10.1197/j.aem.2005.07.034 Gupta, I., Zoreda, J., Kramer, N. (1971). Hospital manpower planning by use of queueing theory. Health services research, 6(1), 76-82. Retrieved from https://pubmed.ncbi.nlm.nih.gov/5569229 https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1067312/ Ibrahim, R., L’Ecuyer, P., Shen, H., Thiongane, M. (2016). Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers. European Journal of Operational Research, 250(2), 480-492. doi:10.1016/j.ejor.2015.10.017 Janssen, A. J. E. M., van Leeuwaarden, J. S. H., Zwart, B. (2011). Refining Square- Root Safety Staffing by Expanding Erlang C. Operations Research, 59(6), 1512- 1522. doi:10.1287/opre.1110.0991 Kim, Y. B., Lee, H., Choi, H.-G. (2005). A Discrete Event Simulation Study for Incoming Call Centers of a Telecommunication Service Company, Berlin, Heidelberg. Lakshmi, C., Sivakumar, A. I. (2013). Application of queueing theory in health care: A literature review. Operations Research for Health Care, 2(1-2), 25-39. doi:10.1016/j.orhc.2013.03.002 Lam, K., Lau, R. S. M. (2004). A simulation approach to restructuring call centers. Business Process Management Journal, 10(4), 481-494. doi:10.1108/14637150410548119 Mandelbaum, A., Zeltyn, S. (2004). The impact of customers’ patience on delay and abandonment: some empirically-driven experiments with the M/M/ n + G queue. OR Spectrum, 26(3), 377-411. doi:10.1007/s00291-004-0164-8 Min, T., Pellom, B., Hacioglu, K. (2003). Call-type classification and unsupervised training for the call center domain. Paper presented at the 2003 IEEE Workshop on Automatic Speech Recognition and Understanding (IEEE Cat. No.03EX721). Mosheiov, G. (2001). Scheduling problems with a learning effect. European Journal of Operational Research, 132(3), 687-693. doi:https://doi.org/10.1016/S0377-2217(00)00175-2 Schlachta, C. M., Mamazza, J., Seshadri, P. A., Cadeddu, M., Gregoire, R., Poulin, E. C. (2001). Defining a learning curve for laparoscopic colorectal resections. Diseases of the Colon Rectum, 44(2), 217-222. doi:10.1007/BF02234296 Sencer, A., Ozel, B. B. (2013). A simulation-based decision support system for workforce management in call centers. SIMULATION, 89(4), 481-497. doi:10.1177/0037549712470169 Shen, H., Huang, J. Z. (2008). Interday Forecasting and Intraday Updating of Call Center Arrivals. Manufacturing Service Operations Management, 10(3), 391- 410. doi:10.1287/msom.1070.0179 Spry, C. W., Lawley, M. A. (2005, 4-4 Dec. 2005). Evaluating hospital pharmacy staffing and work scheduling using simulation. Paper presented at the Proceedings of the Winter Simulation Conference, 2005. Sze, D. Y. (1984). OR Practice—A Queueing Model for Telephone Operator Staffing. Operations Research, 32(2), 229-249. doi:10.1287/opre.32.2.229 Tseng, J. F., Pisters, P. W. T., Lee, J. E., Wang, H., Gomez, H. F., Sun, C. C., Evans, D. B. (2007). The learning curve in pancreatic surgery. Surgery, 141(4), 456- 463. doi:https://doi.org/10.1016/j.surg.2006.09.013 Vaidyanathan, B. S., Miller, D. M., Park, Y. H. (1998, 13-16 Dec. 1998). Application of discrete event simulation in production scheduling. Paper presented at the 1998 Winter Simulation Conference. Proceedings (Cat. No.98CH36274). Vandaele, N., Woensel, T. V., Verbruggen, A. (2000). A queueing based traffic flow model. Transportation Research Part D: Transport and Environment, 5(2), 121- 135. doi:https://doi.org/10.1016/S1361-9209(99)00028-0 Waldman, J. D., Yourstone, S. A., Smith, H. L. (2003). Learning Curves in Health Care. Health Care Management Review, 28(1). Retrieved from https://journals.lww.com/hcmrjournal/Fulltext/2003/01000/Learning_Curves_in _Health_Care.6.aspx Wang, C.-H., Zhu, B. (2017, 2017/11). Sensitivity Analysis of a Simulation Model for Managing Contact Centers with Impatient Customers. Paper presented at the 2017 International Conference on Applied Mathematics, Modeling and Simulation (AMMS 2017). Xiao, H., Zhang, G. (2010, 9-10 Jan. 2010). The queuing theory application in bank service optimization. Paper presented at the 2010 International Conference on Logistics Systems and Intelligent Management (ICLSIM). Żak, J., Jacyna-Gołda, I. (2013). Using queue theory to analysis and evaluation of the logistics center workload. Archives of Transport, 25-25(1-2), 117-135. Zhang, B., van Leeuwaarden, J. S. H., Zwart, B. (2012). Staffing Call Centers with Impatient Customers: Refinements to Many-Server Asymptotics. Operations Research, 60(2), 461-474. doi:10.1287/opre.1110.1016 廖恩青.(2005).電話客服中心最適化資源配置之研究. 李英碩.(2007).客服中心人員排班問題之整數規劃. | |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/52108 | - |
| dc.description.abstract | 近年來公司愈來愈重視顧客關係管理，客服中心則是可以幫助公司與客戶聯繫，維持長久關係的重要工具之一。然而，客服中心的人力成本佔了其營運成本的大宗，隨著人力成本的不斷提升，如何有效利用人力資源，用最小成本達到所要求的服務績效成為客服中心亟待解決的問題。 本研究透過對一家保險公司的客服中心資料進行探索性數據分析，首先瞭解整個客服中心的營運狀況，再使用模擬方法建構客服中心模型，擬合進線間隔時間、服務時間與掛斷等待時間的分配，藉由模擬得出客服中心工作時間內每半小時的最適人力需求數量。除此之外，本研究結合相關文獻探討和客服中心真實情 況，從服務時間的角度出發，提出 6 個情境進行分析。 經過分析後，本研究發現通過控制客服人員的通話時間和話後處理時間，可以有效減少客服中心所需的人員數量，本研究也進一步提出相應的管理意涵，包括提供教育訓練，適時讓客服人員休息，完善 IVR 系統加強客戶分流作用以及使用機器學習方法提高客服人員話後處理時間。 | zh_TW |
| dc.description.abstract | In recent years, companies have been placing more and more emphasis on customer relationship management, and call centers are one of the most important tools that can help companies connect with their customers and maintain long-lasting relationships. However, the human cost of the call center accounts for a large part of its operating costs, and as the human cost rising, how to effectively use human resource and how to achieve the required service performance at minimal cost have become an urgent problem for the call center to solve. In this study, first, an exploratory data analysis of the call center of an insurance company was conducted to help understand the operational status of the call center, then construct the call center model, and use software to fit the distribution of inter-arrival time, service time, and waiting time till hang up, and obtain the optimal amount of manpower demand of the call center per half hour by simulating. In addition, this study combines the relevant literatures and the real situation of the call center, and proposes scenario analysis from the perspective of service time. After analysis, this study finds that by controlling the call time and post-call handling time of the agents, the number of agents required in the call center can be effectively reduced. This study further suggests the corresponding management implications, including providing agents relevant training, giving agents timely rest, improving the IVR system, and using machine learning methods to reduce the call time and post-call handling time of agents. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-15T16:08:07Z (GMT). No. of bitstreams: 1 U0001-3103202112465000.pdf: 1636820 bytes, checksum: 5427d7ccf2256de3e50dd88ac1c9330e (MD5) Previous issue date: 2020 | en |
| dc.description.tableofcontents | 摘要--II ABSTRACT--III 目錄--IV 圖目錄--VI 表目錄--VII 第一章 緒論--1 第一節 研究背景與動機--1 第二節 研究目的與問題--2 第三節 重要名詞釋義--3 第四節 研究流程--3 第二章 文獻探討--5 第一節 客服中心與排隊理論--5 第二節 服務時間與學習曲線--8 第三節 模擬--10 第四節 總結--12 第三章 研究架構與情境--14 第一節 研究架構--14 第二節 問題定義及研究情境--15 第四章 研究設計與方法--18 第一節 研究設計--18 第二節 研究樣本--18 第三節 分析工具之使用--34 第四節 分析方法--34 第一項 擬合分配--34 第二項 建構模型--35 第三項 模擬仿真--36 第五章 研究結果與討論--38 第一節 人力配置最佳化--38 第二節 情境分析--40 第六章 結論與建議--49 第一節 研究發現與結論--49 第二節 研究特色與貢獻--50 第三節 研究限制與建議--51 參考文獻--53 附錄--57 | |
| dc.language.iso | zh-TW | |
| dc.subject | 情境分析 | zh_TW |
| dc.subject | 服務時間 | zh_TW |
| dc.subject | 人力配置最佳化 | zh_TW |
| dc.subject | 客服中心 | zh_TW |
| dc.subject | 管理意涵 | zh_TW |
| dc.subject | Call center | en |
| dc.subject | Manpower optimization | en |
| dc.subject | Service time | en |
| dc.subject | Scenario analysis | en |
| dc.subject | Management implications | en |
| dc.title | 保險公司客服中心人力配置最佳化與情境分析—服務時間角度分析 | zh_TW |
| dc.title | Manpower Optimization and scenario analysis in Call Center of Insurance Company—Service Time Perspective | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 109-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 孔令傑(Ling-Jie Kong),黃奎隆(Kui-Long Huang) | |
| dc.subject.keyword | 客服中心,人力配置最佳化,服務時間,情境分析,管理意涵, | zh_TW |
| dc.subject.keyword | Call center,Manpower optimization,Service time,Scenario analysis,Management implications, | en |
| dc.relation.page | 69 | |
| dc.identifier.doi | 10.6342/NTU202100814 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2021-04-07 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 商學研究所 | zh_TW |
| 顯示於系所單位： | 商學研究所 | |
文件中的檔案：
| 檔案 | 大小 | 格式 | |
|---|---|---|---|
| U0001-3103202112465000.pdf 未授權公開取用 | 1.6 MB | Adobe PDF |
系統中的文件，除了特別指名其著作權條款之外，均受到著作權保護，並且保留所有的權利。