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1

Optimization of a Call Centre Performance Using the Stochastic Queueing Models

100%
Brezavšček A., Baggia A.
Business Systems Research Journal
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2014
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vol. 5
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issue 3
6-18
EN
Background A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected performance measure. Results of previous research show that this can be done using the queueing theory approach. Objectives: The paper presents the practical application of the stochastic queueing models aimed at optimizing a Slovenian telecommunication provider’s call centre. Methods/Approach: The arrival and the service patterns were analysed, and it was concluded that the call centre under consideration can be described using the M/M/r {infinity/infinity/FIFO} queueing model. Results: An appropriate number of operators were determined for different peak periods of the working day, taking into consideration the following four performance measures: the expected waiting time, the expected number of waiting customers, the probability that a calling customer will have to wait, and the call centre service level. Conclusions: The obtained results prove the usefulness and applicability of the queueing models as a tool for a call centre performance optimization. In practice, all the data needed for such a mathematical analysis are usually provided. This paper is aimed at illustrating how such data can be efficiently exploited.
2

Implementation of the Scheduling Domain Description Model

81%
Baggia A., Leskovar R., Kljajić M.
Organizacija
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2008
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vol. 41
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issue 6
226-232
EN
This paper presents the problem of auniform scheduling domain description. It was established that the algorithm used for scheduling is general, disregarding the type of scheduling domain. On the basis of five different scheduling domains, a general description model was developed. The research is focused on the programming application of the resource scheduling model, presented as a UML class diagram. Diverse meta-languages for the model description were considered. Of these XML, an EAV model and object oriented languages have shown to be the most effective. Even though Java is not widely used as a description language, it has proved effective as a meta-language for the description of the extensible scheduling model.
3

Data Envelopment Analysis - Basic Models and their Utilization

81%
Martić M., Novaković M., Baggia A.
Organizacija
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2009
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vol. 42
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issue 2
37-43
EN
Data Envelopment Analysis (DEA) is a decision making tool based on linear programming for measuring the relative efficiency of a set of comparable units. Besides the identification of relatively efficient and inefficient units, DEA identifies the sources and level of inefficiency for each of the inputs and outputs. This paper is a survey of the basic DEA models. A comparison of DEA models is given. The effect of model orientation (input or output) on the efficiency frontier and the effect of the convexity requirements on returns to scale are examined. The paper also explains how DEA models can be used to assess efficiency.
4

Awareness and Attitude Towards Green IS in Slovenian Enterprises

61%
Baggia A., Brezavšček A., Maletič M., Šparl P., Raharjo H., Žnidaršič A.
Organizacija
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2016
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vol. 49
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issue 1
15-27
EN
Background: This study draws upon the use of Information Systems in support of achieving sustainability, known as Green IS. Furthermore, this study builds on the premise that Green IS offers the opportunity for organizations to act proactively in terms of environmental preservation as well as to mitigate the effects of global climate change and other environmental problems. Aim: In particular, this study aims to assess the extent of awareness among managers regarding the use and the acceptance of Green IS in Slovenian enterprises. Method: Using empirical data based on a large-scale survey among senior managers within Slovenian enterprises this study utilized several statistical methods (such as t-test, analysis of variance and multiple linear regression) to analyse the research questions. Results: In general, findings seem to suggest that institutional mechanisms might be a plausible explanation for differences regarding the attitude towards Green IS adoption. For instance, enterprises with at least one implemented sustainability related certificate expressed higher levels of willingness to use Green IS in order to facilitate the achievement of sustainable development. Moreover, the results of the regression analysis revealed that both Institutional Mimetic pressure and Internal Environment Impact has positive impact on Green IS adoption. Conclusion: The main conclusion is that the internal environmental impact is considered the most influential factor of the attitude towards Green IS adoption. The culture or individual perception of managers and employees play an important role in the Green IS adoption. Indeed, enterprises that have no intention of improving their environmental performance, but adopt Green IS by the means of seeking legitimacy among external stakeholders, cannot provide a sustainable improvement in environmental management.
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