Operations Research, Systems Engineering and Industrial Engineering Commons^™

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 …