| With the development of science and technology and the call for vigorously development of the tertiary industry in China, Call center business had had a great development domestic and abroad. With the push of globalization, more and more multinational call centers appeared which had elevated the complexity of managing call center operations to a new height. How to analyze and solve practical problems in call center operations from a systematic perspective and make policies that optimized to specific call center operations in a systematic way had been deemed as a very important topic which was placed in front of operation managers.System dynamics is applied to solve practical problems in call center operation. System dynamic simulation software Vensim was utilized to assist analysis. Therefore, in this thesis, a brief introduction to modeling Vensim was provided prior to modeling and simulation. Interviews, process document analysis and side-by-side observation of real-time operation were conducted to identify factors of call center capacity planning and management. Through the establishment of a causal diagram causal relationship among various factors were presented. After that, inventory flow chart were drawn by analyzing the state and rate factors and their adjacent factors. Then, formulas, coefficients and initial values were carried out and tests and simulation were done. After all tests were passed, the model was adjusted to simulate and analyze the "Capacity Borrowing" policy. Decision analysis was supported by this simulation. And it proved that system dynamics approach can be applied in a call center capacity planning and management and it had a certain advantage.At the end of this thesis, a summary of this research can be found. The limitations of this study and expectations to follow-up studies were discussed. It paved the road for future study. Advises and proposals were also provided to future application and improvement. |
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