The goal of this project was to establish a process for data tracking to be used by the Operations Support Group for the call centers at Staples, Inc. We found that the existing process was inaccurate and inefficient, and created a new method to track incoming volume of work and to evaluate individual agent productivity. We also analyzed the data to determine the current productivity of the agents, and developed a baseline by which future performance should be measured.

• This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.

Creator

• Clay, Elise P.
• Lalli, Michael R.
• Papanicholas, Alex Lammi

Publisher

• Worcester Polytechnic Institute

Identifier

• 07C030M

Advisor

• Zeng, Amy Z.

Year

• 2007

Sponsor

• Staples, Inc.

Date created

• 2007-01-01

Resource type

• Major Qualifying Project

Major

• Management Engineering
• Mathematical Sciences
• Industrial Engineering

Rights statement

• In Copyright