RedCats USA
 

Project Title: Staffing Optimization

Project Team Name: Liquid Solutions

Team Members: Dominic Francioni, Hui OU, Brian Piccolo, Nicole Tilly, Marta Ventura

Executive Summary: Redcats USA operates three contact centers that process customer orders for ten different catalogues across the United States. Three of the most popular brands include Lane Bryant, KingSize, and BryLane Home. Currently, Redcats is searching for a way to minimize the cost of staffing its call centers by developing strategies to handle unexpected spikes in call volume, reducing turnover, and implementing peak season hiring strategies. In order to meet this challenge, Liquid Solutions has proposed the following solutions. First, the project teams recommends the implementation of at home agents that will work regularly schedule shifts as well ha! s have the capacity to be on call during unplanned demand. In addition to increasing flexibility, research has also shown that telecommuters have lower turnover rates due to the satisfaction of working from home. Next, Liquid Solutions suggests that Redcats utilize promotions and other incentives to encourage customers to place orders online. Since internet representatives can execute orders at their own pace, the internet business is more stable easier to efficiently staff. Lastly, in order reduce turnover and increase performance levels, the project team suggests team competition incentives. Such a program would increase performance through competition and lower attrition rates creating a bond amongst employees. Liquid Solutions was able to justify the implementation of these plans through extensive research that included: cost-benefit analysis, previous studies, corporate surveys, and tax incentives. The team was also able to scientifically prove the potential success of its id! eas through the creation of a Simulation in Arena and Linear Program in both Microsoft Excel and Lindo.


Date: Fall 2004

Faculty Coach: Dr. Richard Koubek – Industrial Engineering Department

Sponsor: Redcats USA, New York, NY