Scheduling

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 Scheduling Definitions
◆ Routing: The operations to be performed, their
sequence, the work centers, & the time standards
◆ Bottleneck: A resource whose capacity is less than the
demand placed on it
◆ Due date: When the job is supposed to be finished
◆ Slack: The time that a job can be delayed & still finish
by its due date
◆ Queue: A waiting line

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 Commonly Used Priorities Rules

◆ First come, first served (FCFS)

◆ Last come, first served (LCFS)
◆ Earliest due date (EDD)
◆ Shortest processing time (SPT)
◆ Longest processing time (LPT)
◆ Critical ratio (CR):
◆ (Time until due date)/(processing time)
◆ Slack per remaining Operations (S/RO)
◆ Slack /(number of remaining operations)
◆
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 Scheduling services
Send Mail
Mail Response

Phone Field Call

Customer Service/
Customer Stop By Troubleshoot Marketer
CS Desk In-Person

Phone
Marketing

Mail
Marketing 4
 Supply Chain Components
Supplier’s Virtual Value Chain Buyer’s Virtual Value Chain

Digital Content Networks Digital Content Networks

Value Chain of Supplier Value Chain of Buyer

Networks of Physical Objects Networks of Physical Objects

Networks of Service Providers Networks of Service Providers

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 Supply Chain Management Technology
Classic Technology
B2B Relationship Management Technology
High
In-Person Sales
Telephone
Fax
Paper
Technology
Mediated
Information
Richness Sales Force Automation

Traditional EDI

Low
Low Technology Mediated High
Information Reach 6
 Supply Chain Management Technology
Model of Types of B2B SCM Technology (Rosenzweig 2002)
B2B Procurement Marketspaces
High
Integrator
Telephone
Paper
Modular
Technology
Mediated
Information
Richness
Traditional EDI e-Transaction

Low
Low Technology Mediated High
Information Reach 7
 CRM Application Perspective

High Integrated Call Center

Phone Call Center Platform
Natural Language Search
Voice Over IP (VoIP)
Human E-Mail
Technology Response
Mediated On-Line Text Chat
Information Templated E-Mail Intelligent E-Mail
Richness Response w/ Human Responder
Qual. Control
E-Mail Autoresponder
Automatic Call Distributor Bulletin Boards & Forums
Low
Low Technology Mediated High
Information Reach 8
 Impact of e-Services
Turning the Value Chain Around
e-Business Design

Outsourced/
Customer Product/ Flexible In-house
Integrated Infrastructure/ Core
Needs Channels Services
Processes Competencies
Partners
Suppliers
e-Business Architecture Distributors
Resellers
Business
Service Intelligence
Response CRM ERP
Selling Supply
Customer, Chain Mktg Logistics
Chain
Reseller Sales Production
Mgmt C.S. Distribution Mgmt
Enterprise
Application
Service Integration 9
Request
 Generic Web Service Architecture
Web Service

Facade
Business
Service

Business
Logic
Request
Data
Listene Dat
Service Acces
r a
Response s
Get
Contract

Partners
Suppliers
e-Business Architecture Distributors
Resellers
Business
Service Intelligence
Response CRM ERP
Selling Supply
Customer, Chain Mktg Logistics
Chain
Reseller Sales Production
Mgmt C.S. Distribution Mgmt
Enterprise
Application
Service Integration 10
Request
 CRM and Call Centers
Channel Interface to CRM Infrastructure
Back Office (includes ERP Apps) Front Office
CRM Apps
Customer
Web

Partners Marketing
Application Integration
Customer e-Mail
and Service &
Fulfillment Billing
Purchases Call Center

Touch Points
WWW email

Custome
Sales Prospect or Loyalty &
History Cross-sell Customer Retention
SFA
Up-sell Telephone Programs
Telesales
Operations Field Sales
and POS
Service
Marketing Direct Mail
Contact Management
Technical Infrastructure
Billing Wireless

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(Source: Kalakota and Robinson, e-Business 2.0, p. 192)
The product, called Oracle Contact Center Anywhere (CCA), is an all-in-one system
for multidimensional routing of Voice, Chat, E-mail, Fax and Web callback requests.
CCA was “born” integrated by design, with its own IVR, Web collaboration,
conferencing, recording, Computer Telephony Integration and predictive/preview
dialing that supports blended I/O environments and offers powerful remote agent
features. Unlike legacy ACDs, (Automatic call distributors) which were based on
proprietary hardware—Oracle Contact Center Anywhere uses standards-based servers.

Product Description
CCA is designed for ease of deployment, management and administration with a single, browser-
based, menu-driven, tool set. These features will make is much easier for you to manage their
call center environment than in the past. The multi-tenancy features will empower you to also
deploy multiple, disparate call centers on a “single system” infrastructure.

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