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Operations Research, Systems Engineering and Industrial Engineering Commons™

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Theses/Dissertations

2018

Cost analysis

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Full-Text Articles in Operations Research, Systems Engineering and Industrial Engineering

Class A Average Handle Time Standard, Stephanie Lee Apr 2018

Class A Average Handle Time Standard, Stephanie Lee

Senior Design Project For Engineers

This report provides an analysis and evaluation on the Average Handle Time performed at Class A. The Universal, Shipping, International, Tracking, InfoNotice, Amazon, Field Support Group, and Preferred Customer Associates call types are evaluated in this study. An Average Handle Time Standard is created, while meeting the appropriate sample size, covering multiple site locations, at various times of the day and days of the week, and meeting corporate quality expectations. Methods of cost analysis, Six Sigma, and optimization are utilized in this study. The V-Process Model is used to verify the system. The implementation and results served as the verification …

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An Analysis Of Major Acquisition Reforms Through Text Mining And Grounded Theory Design, Amanda L. Mcgowin Mar 2018

An Analysis Of Major Acquisition Reforms Through Text Mining And Grounded Theory Design, Amanda L. Mcgowin

Theses and Dissertations

Cost growth is an established phenomenon within Defense Acquisition that the US Government has attempted to abolish for decades through seemingly endless cycles of reform. Dozens of experts and senior leaders within the acquisition community have published their notions on the reasons for cost growth, nevertheless, legislation has yet to eradicate this presumed conundrum. For this reason, this research is aimed at identifying existing trends within past major Defense Acquisition Reform legislation, as well as in a compendium of views from leaders within the Defense Acquisition community on the efficacy of acquisition reform, to determine the possible disconnect. To accomplish …

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