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Email Abstract Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system.
Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical software support issues around software installation and upgrades, malware attacks, and processing failures.
The manager of the remote support unit implemented a new triage program for customer calls hoping to reduce customer wait time, improve customer satisfaction, and reduce costs. After one year, customer dissatisfaction is at an all-time high and he must perform a quantitative analysis of the current process, considering wait times for customers as well as cost per call, before making a final recommendation.
It can also be used to introduce simple queuing theory.Delwarca Software Remote Support Unit Shapiro, Morrison Case 7p Yes Managing Quality Operations Management Reading: Managing Quality Bohn Core Curriculum 24p Yes Managing Learning Curves in Factories by Creating and Transferring Knowledge Lapre, Wassenhove Article CMR 20p No.
Search Results for 'delwarca software case' Delwarca Software Remote Support Unit ROY D. SHAPIRO PAUL E. MORRISON Delwarca Software Remote Support Unit Jack McKinnon stood up from his desk to stretch for a moment and take a break from writing.
Software to Support Assessment The advancements in technology have changed the look and feel of education. Technology has provided many benefits to teachers, students, parents and school districts.
The addition of technology to classrooms has enriched student learning, enhanced the delivery of curriculum, and streamlined assessments. In very rare cases customers could be directed to Delwarca’s Critical Support Unit, but in this case we are going to assume that the number of customers being transferred to the CSU does not have a large impact on the situation at hand.
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