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Eastern Medical Faculty Foundation: The Internal Medicine Call Centre Service

Case 9 50 2011 003
Case published in the International Journal of Case Studies in Management, Vol. 9, No. 1
Author : 
Languages : 
  • English
  • Call center,
  • Service capacity,
  • Service operations,
  • Queuing and scheduling
Year of production : 
Registration date : 
Teaching notes included : 

This case is about the management and analysis of a service capacity system in a call centre at a healthcare facility. The key challenge facing the centre is to match supply and demand in an environment where: (1) quality of service (service delays in this case) is important; (2) variability in arrivals and service times is substantial; and (3) variability is also introduced by the agents. We are asked to calculate the cost of waiting time, to improve the system and to understand the impact of automation on demand patterns.

Primary domain : 
Logistics and operations management
Secondary domain : 
Not available
Sectors : 
  • Healthcare
Source : 
HEC Montréal
Type : 
Traditional case 
Type of data used in the production of the case : 
Event location : 
Chicago, IL, USA
Year of start of the event : 
Year the event ended : 
Business size :