Operations Management

Introduction
The ability of a company to satisfy its customers’ stated or implied needs has a great impact on its profitability. The quality of the process implemented in the organization is the key factor for customer’s satisfaction as it is the totality of features and characteristics of a product or service. Naturally, a firm will always search for a more efficient process in order to satisfy a greater number of needs and gain more reputation.

That was the main goal of Delwarca Software Remote Support Unit, a firm that provides supply chain management software globally to large, sophisticated corporate clients that choose to assemble their systems from various software programs. Jack McKinnon is the manager of …show more content…

The two Director Associates consist in two existent Associates which work in a part-time method (5 hours each). For the times showed in the activities, we considered the same average taking notes time as we did before but, to find the service time, we summed it instead with the values presented in the column “Rapid ID” from Exhibit 2. Concerning the holding time in the buffers, we took them also from Exhibit 2 (like we did in the previous flowchart) but this time the values were taken from the Rapid ID column as well. Regarding the percentages, we proceed the same way as before by looking at Exhibit 3 but this time considering the values from Rapid ID. Finally, under the flowchart, we collocated also the unit of analysis (one call) and the new flow rate (188) presented in Exhibit 4.

Consequently, the main changes that were verified were: - The average number of calls received increased from 174,1 to 188; - The average holding time decreased in the calls for Associates (7,1 < 35,6) and increased in the calls for Senior Associates (38,5 > 23,7 | 57,8 > 24,9 | +4 | +49,8 ). In general, the average holding time increased in 73 minutes (from 84,2 to 157,2); - The average talking time decreased in the calls for Associates (27,4 < 30,2 | +2) and increased for Senior Associates (17,2 < 19,1 | +23,6 | 24,1 > 21,6). In general, the average talking time increased in 23,7 minutes ( from 70,9 to 94,6). - The percentage of calls sent to