Faculty Advisor

Zeng, Amy Z.

Abstract

The goal of this project was to establish a process for data tracking to be used by the Operations Support Group for the call centers at Staples, Inc. We found that the existing process was inaccurate and inefficient, and created a new method to track incoming volume of work and to evaluate individual agent productivity. We also analyzed the data to determine the current productivity of the agents, and developed a baseline by which future performance should be measured.

Publisher

Worcester Polytechnic Institute

Date Accepted

January 2007

Major

Mathematical Sciences

Major

Industrial Engineering

Major

Management Engineering

Project Type

Major Qualifying Project

Accessibility

Restricted-WPI community only

Advisor Department

Business

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