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Article
Publication date: 3 August 2015

Jing Shi, Ergin Erdem, Yidong Peng, Peter Woodbridge and Christopher Masek

Telephone response system is the frontline of hospital operations. The purpose of this paper is to analyze a representative telephone response system of Veterans Affairs…

Abstract

Purpose

Telephone response system is the frontline of hospital operations. The purpose of this paper is to analyze a representative telephone response system of Veterans Affairs (VA) hospitals, address the existing inefficiency issues such as long call waiting time, and improve system resilience to changes.

Design/methodology/approach

Resource sharing schemes are proposed to improve the system performance in answering calls related to appointment booking and medication renewal. Discrete event simulation is adopted to model the current system and the resource sharing schemes.

Findings

The resource sharing schemes dramatically improve system performance reflected by the decrease of call waiting time and queue, as well as the extreme high utilization of agents in a key unit. Compared with the less desired alternative of hiring additional employees to mitigate the performance issues, the resource sharing schemes perform at par or even better. Sharing more resource during the peak hours can further balance the agent workload.

Practical implications

The resource sharing schemes could alleviate staffing shortage, long waiting time, and high-abandonment rate in the bottle-beck unit of the system, and lead to better utilization of scarce resources on the hospital floor. The concept reflects localized centralization efforts in traditionally highly decentralized telephone operations in hospital systems.

Originality/value

This research provides a structured approach to analyze the operations of a VA telephone response system. The developed simulation model is validated, and this provides a valuable tool for management to analyze the complicated telephone operations of the telephone systems of other VA and non-VA hospitals. Resource sharing constitutes a cost-effective solution for improving system performance and resilience.

Details

International Journal of Operations & Production Management, vol. 35 no. 8
Type: Research Article
ISSN: 0144-3577

Keywords

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Article
Publication date: 1 June 2000

George K. Chako

Briefly reviews previous literature by the author before presenting an original 12 step system integration protocol designed to ensure the success of companies or…

Abstract

Briefly reviews previous literature by the author before presenting an original 12 step system integration protocol designed to ensure the success of companies or countries in their efforts to develop and market new products. Looks at the issues from different strategic levels such as corporate, international, military and economic. Presents 31 case studies, including the success of Japan in microchips to the failure of Xerox to sell its invention of the Alto personal computer 3 years before Apple: from the success in DNA and Superconductor research to the success of Sunbeam in inventing and marketing food processors: and from the daring invention and production of atomic energy for survival to the successes of sewing machine inventor Howe in co‐operating on patents to compete in markets. Includes 306 questions and answers in order to qualify concepts introduced.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 12 no. 2/3
Type: Research Article
ISSN: 1355-5855

Keywords

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Article
Publication date: 1 April 1988

Leslie B. Southwick

The University of Michigan has installed one of the largest private communications switches in the world. The switch and supporting network are designed to meet the voice…

Abstract

The University of Michigan has installed one of the largest private communications switches in the world. The switch and supporting network are designed to meet the voice, data service, security, and video transmission requirements of the university into the next century. The processes of defining needs, selecting a vendor, and implementing the system are discussed.

Details

Library Hi Tech, vol. 6 no. 4
Type: Research Article
ISSN: 0737-8831

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Article
Publication date: 1 April 1995

Brian Quinn

Although the telephone constitutes an important aspect of reference service in many libraries, it is frequently taken for granted or overlooked by both patrons and…

Abstract

Although the telephone constitutes an important aspect of reference service in many libraries, it is frequently taken for granted or overlooked by both patrons and professional staff alike. Often, it is seen by librarians as merely an adjunct service, or even something of a nuisance. In this view, telephone reference is considered secondary and subordinate to serving on‐site patrons.

Details

Reference Services Review, vol. 23 no. 4
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 1 April 1981

Virginia Hayden

Viewdata was a British invention. The inventor, Sam Fedida, came to work at the Post Office research centre in 1970, on a “viewphone” project. Apart from providing…

Abstract

Viewdata was a British invention. The inventor, Sam Fedida, came to work at the Post Office research centre in 1970, on a “viewphone” project. Apart from providing television pictures of the caller and recipient involved in a telephone conversation, the viewphone was also to allow transmission of computer data. Such a piece of equipment would, it was hoped, increase telephone network use during off‐peak periods.

Details

Library Management, vol. 2 no. 4
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 1 December 1997

Per Andersson and Bengt G. Mölleryd

A longitudinal case study of the diffusion and change of mobile telephony in Sweden highlights the effects on service distribution against the background of rapid…

Abstract

A longitudinal case study of the diffusion and change of mobile telephony in Sweden highlights the effects on service distribution against the background of rapid technological development and deregulations in the telecommunications industry. The descriptive and explorative study advances a contextual‐historical and interorganizational network perspective on service channel change and retail evolution. Explores the service distribution consequences of the emerging, increased technological integration within telecommunications, between fixed and mobile telephony, and between telecommunications and information and computer technology. Argues that these technological changes and the move towards convergence of telecommunications and information technology functions are connected to important structural changes in the distribution channels for these services. Builds on a case study of the Swedish distribution network for mobile telephony and identifies a number of significant structural channel changes. Discusses the distribution network consequences of technological convergence, in terms of new emerging patterns of channel relations and in terms of new roles and role sets. Elaborates on some general business implications of the convergence of former independent telephone, cable and information technology services.

Details

International Journal of Service Industry Management, vol. 8 no. 5
Type: Research Article
ISSN: 0956-4233

Keywords

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Article
Publication date: 1 January 2004

Abdus Sattar Chaudhry and Chua Jeanne

The concept of a call centre is defined and the technologies employed in call centre applications are examined. The principles and practices relevant in the context of…

Abstract

The concept of a call centre is defined and the technologies employed in call centre applications are examined. The principles and practices relevant in the context of telephone services offered by libraries are highlighted. Features of call centres in selected libraries are described and compared with the Reference Point at the National Library of Singapore and recommendations on call centre practices with regard to the provision of LIS are presented.

Details

Library Review, vol. 53 no. 1
Type: Research Article
ISSN: 0024-2535

Keywords

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Article
Publication date: 1 February 1982

Raymond R. Panko

In 1980, U.S. organizations spent approximately $120 billion on technology to enhance the productivity and performance of office workers. This represented approximately…

Abstract

In 1980, U.S. organizations spent approximately $120 billion on technology to enhance the productivity and performance of office workers. This represented approximately $3000 per office worker. The total does not include the cost of building space or the cost of utilities; these would have added $2000 more per office worker. These dollar estimates should be taken as approximate and provisional, but they are sufficiently accurate to show that the office, viewed as a market, is already a very large one. Office technology, then, is already a major cost in business and government; its careful management cannot wait until some future time.

Details

Office Technology and People, vol. 1 no. 2/3
Type: Research Article
ISSN: 0167-5710

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Article
Publication date: 1 November 1982

IT was no surprise to us, that news published just as this issue was being prepared, that Clive Sinclair was in an advanced stage of examining the possibilities of his…

Abstract

IT was no surprise to us, that news published just as this issue was being prepared, that Clive Sinclair was in an advanced stage of examining the possibilities of his firm, known all over the world as pioneers of electronics and the one which has brought micro‐computers within the reach of every family, expanding into the production of battery‐driven electric motorcars. He has recognised, as so many other directorates have failed to do, that the recession can only be beaten by finding new markets for new products. The world of yesteryear will never return.

Details

Work Study, vol. 31 no. 11
Type: Research Article
ISSN: 0043-8022

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Article
Publication date: 1 January 1968

IFAN MOELWYN HUGHES

Only a small proportion of large companies has taken the step of appointing a communications manager; and frequently the rôle is limited to co‐ordinating the…

Abstract

Only a small proportion of large companies has taken the step of appointing a communications manager; and frequently the rôle is limited to co‐ordinating the communications load that already exists within the organization.

Details

Management Decision, vol. 2 no. 1
Type: Research Article
ISSN: 0025-1747

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