The Workers' Compensations Board of British Columbia (WCB) operates 4 call centers in
the province devoted to compensation services. This thesis describes a review of operations
at the call center in the head office, located in Richmond, B.C. We identified the need for a
mathematical model to schedule telephone operators (called CSRs in WCB) in order to
minimize the workforce required, while assuring minimal staffing levels to provide good
customer service. We developed two integer programming models and built an interface that
would enable the supervisors to use the model interactively. We compared the results from
the model to one of their schedules and found that the model used 5 fewer CSRs than
currently in their schedule. The potential savings derived from such a test convinced
management that WCB needed to acquire and implement software to schedule staff.
| Identifer | oai:union.ndltd.org:LACETR/oai:collectionscanada.gc.ca:BVAU.2429/8261 |
| Date | 11 1900 |
| Creators | Sanegre, Rafael |
| Source Sets | Library and Archives Canada ETDs Repository / Centre d'archives des thèses électroniques de Bibliothèque et Archives Canada |
| Language | English |
| Detected Language | English |
| Type | Electronic Thesis or Dissertation |
| Relation | UBC Retrospective Theses Digitization Project [http://www.library.ubc.ca/archives/retro_theses/] |
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