Fermer
Loading
Fermer

Fermer
You consult a document to analyse its content and determine whether it is useful for your teaching purposes. You order a document to use it in class. Note that the use of certain cases is subject to charges. These cases are easily identified by our business partners’ logos. When you want to use one of these cases in an educational context, you are redirected to the trading partner with which you will carry out the transaction.

Assurances Générales Banque Nationale
Case 9 50 2003 003
Case published in the International Journal of Case Studies in Management, Vol. 1, No. 3
Languages : 
  • French
Keywords: 
  • Centre d'appels,
  • Entreprise de services,
  • Gestion des opérations,
  • Capacité,
  • Assurances
Year of production : 
2001
Registration date : 
2003-11-15
Teaching notes included : 
Yes
Abstract

Le cas expose un problème réel de gestion de la capacité dans un centre d'appels d'une nouvelle entreprise effectuant la vente directe d'assurance automobile. Il met en scène Mme Odette Lavoie, responsable du service d'organisation et méthodes, qui doit planifier les besoins en agents vendeurs pour les prochains mois et tenter d'améliorer l'utilisation des ressources tout en réduisant le temps d'attente des clients.

Primary domain : 
Logistics and operations management
Secondary domain : 
Not available
Sectors : 
  • Banking and financial services
Source : 
HEC Montréal
Type : 
Traditional case 
Type of data used in the production of the case : 
Undefined
Event location : 
Montréal
Year of start of the event : 
2000
Year the event ended : 
Not available
Business size : 
Other