Analysis of the AVIS Car Rental South Africa call centre

dc.contributor.authorWagenaar, Inge
dc.contributor.emailchristien.jacobs@up.ac.zaen_US
dc.contributor.otherUniversity of Pretoria. Faculty of Engineering, Built Environment and Information Technology. Dept. of Industrial and Systems Engineering
dc.date.accessioned2009-12-07T07:12:29Z
dc.date.available2009-12-07T07:12:29Z
dc.date.created2008-11
dc.date.issued2009-12-07T07:12:29Z
dc.descriptionThesis (B Eng. (Industrial and Systems Engineering))--University of Pretoria, 2008.en_US
dc.description.abstractThe current performance of the Avis Call Centre is measured and the key business operations are analysed. Several possible problem areas are discovered. A complete literature study reveals possible approaches to alleviate these concerns. Analytical modelling is an inappropriate modelling technique and is not sufficient in demonstrating the dynamic network of call centre activities. Simulation modelling is introduced and the Avis Call Centre is simulated with the Rockwell Arena® Software. The required input data is identified and analysed, the simulation model is then constructed. The simulation model is verified and validated. Key performance measures are used to determine the sensitivity of the AVIS Call Centre to external factors and customer influences. The simulation model is used to test many scenarios and possible outcomes to policy and operation changes. AVIS management can use the simulation model to make informed strategic, tactical and operational decisions.en_US
dc.identifier.urihttp://hdl.handle.net/2263/12220
dc.languageen
dc.language.isoenen_US
dc.rightsCopyright: University of Pretoriaen_US
dc.subjectSimulation modellingen_US
dc.subjectQueuing theoryen_US
dc.subjectArena softwareen_US
dc.titleAnalysis of the AVIS Car Rental South Africa call centreen_US
dc.typeTexten_US

Files

Original bundle

Now showing 1 - 1 of 1
Loading...
Thumbnail Image
Name:
Wagenaar_Analysis(2008).pdf
Size:
898.2 KB
Format:
Adobe Portable Document Format
Description:

License bundle

Now showing 1 - 1 of 1
Loading...
Thumbnail Image
Name:
license.txt
Size:
2.45 KB
Format:
Item-specific license agreed upon to submission
Description: