Presentation

Forecasting and Planning Diagnostic Techniques for Service Operations

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Abstract

The authors propose a systematic methodology to identify problems existing in the forecasting and planning processes for service operations. This procedure enables the identification of areas where improvement is needed and also helps aid the Operations Research Analyst in the selection of appropriate tool(s) to resolve these issues. This process has been deployed in several consumer electronics service operations (e.g., contact and repair centers) and examples will be shared.

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