Operations Research, Systems Engineering and Industrial Engineering Commons^™

Using Simulation To Evaluate And Improve Performance Of The Contact Center At Bluecross Blueshield Of Tennessee, Charat Siriphongvuttikorn

Masters Theses and Doctoral Dissertations

BlueCross BlueShield of Tennessee is a not-for-profit organization in health care financing with more than 4,300 employees and has a service area covering ninety five counties in Tennessee. The company now has three customer service divisions and the regional division is the biggest customer service division of the company.The objectives of this study are to evaluate the performance of the contact center of the regional division and improve its performance through the simulation while still maintaining the standard service level required by the BlueCross BlueShield Association. The simulation model was built by using Pro Model 2002 to represent the operation …

Aligning Hierarchical Goals In An Organization: The Path From Training To Performance, Jeanette Denise Selby-Lucas

Engineering Management & Systems Engineering Theses & Dissertations

Training is a multi-billion-dollar industry, and with the advent of the training technology revolution and the possibilities it provides to business and government, as well as to the academic community, it is important to determine if the money invested in training by these communities is providing the expected performance on the part of those who are trained. This can be done by quantitatively evaluating the relationship between training and performance.

This study extends the scholarly literature by developing the concept of organizational alignment through a combination of Human Performance Technology literature and traditional engineering methodologies. Organizational training and performance is …

Analysis Of Costs And Delivery Intervals For Multiple-Release Software, High-Way Sun

Dissertations

Project managers of large software projects, and particularly those associated with Internet Business-to-Business (B2B) or Business-to-Customer (B2C) applications, are under pressure to capture market share by delivering reliable software with cost and timing constraints. An earlier delivery time may help the E-commerce software capture a larger market share. However, early delivery sometimes means lower quality. In addition, most of the time the scale of the software is so large that incremental multiple releases are warranted.

A Multiple-Release methodology has been developed to optimize the most efficient and effective delivery intervals of the various releases of software products, taking into consideration …

Generic Cost Estimation Framework For Design And Manufacturing Evaluation, Uday A. Kilkami

Mechanical & Aerospace Engineering Theses & Dissertations

A major drawback of current cost estimation models is their incapability of embracing effectively complete product development stage. Parametric estimation works well in early stages of design, but in detail design stage, a more complete estimation is provided by process model based and detail estimation techniques. A major paradigm shift is proposed in this work whereby ‘Cost’ is to be considered as a design parameter from scientific perspective, and it is to be treated as a design consequence rather than as an operational outcome. A comprehensive framework using System Analysis fundamentals is designed to study ‘Process Cost’ aspects of part …

Physical-Statistical Modeling And Optimization Of Cardiovascular Systems, Dongping Du

USF Tampa Graduate Theses and Dissertations

Heart disease remains the No.1 leading cause of death in U.S. and in the world. To improve cardiac care services, there is an urgent need of developing early diagnosis of heart diseases and optimal intervention strategies. As such, it calls upon a better understanding of the pathology of heart diseases.

Computer simulation and modeling have been widely applied to overcome many practical and ethical limitations in in-vivo, ex-vivo, and whole-animal experiments. Computer experiments provide physiologists and cardiologists an indispensable tool to characterize, model and analyze cardiac function both in healthy and in diseased heart. Most importantly, simulation modeling empowers the …