8/7/2019 Session7.2

1/12

1

Scheduling Scheduling

8/7/2019 Session7.2

2/12

8/7/2019 Session7.2

3/12

3

Commonly Used Priorities RulesCommonly Used Priorities Rules

x First come, first served (FCFS)x Last come, first served (LCFS)

x Earliest due date (EDD)x Shortest processing time (SPT)x Longest processing time (LPT)x Critical ratio (CR):

x (Time until due date)/(processing time)x Slack per remaining Operations (S/RO)

x Slack /(number of remaining operations)x

8/7/2019 Session7.2

4/12

4

Scheduling servicesScheduling servicesSendMail

Phone

Stop ByCS Desk

Customer Customer Service/

Marketer

MailResponse

Field Call

TroubleshootIn-Person

PhoneMarketing

MailMarketing

8/7/2019 Session7.2

5/12

5

Supply Chain ComponentsSupply Chain Components

Value Chain of Buyer

Buyers Virtual Value Chain

Value Chain of Supplier

Suppliers Virtual Value Chain

Digital Content Networks Digital Content Networks

Networks of Physical ObjectsNetworks of Service Providers

Networks of Physical ObjectsNetworks of Service Providers

8/7/2019 Session7.2

6/12

6

Supply Chain Management TechnologySupply Chain Management TechnologyClassic TechnologyClassic Technology

High

Low

Low High

In-Person SalesTelephone

FaxPaper

Sales Force Automation

Traditional EDI

TechnologyMediated

InformationRichness

Technology Mediated

Information Reach

B2B Relationship Management Technology

8/7/2019 Session7.2

7/12

7

Supply Chain Management TechnologySupply Chain Management TechnologyModel of Types of B2B SCM TechnologyModel of Types of B2B SCM Technology (Rosenzweig 2002)(Rosenzweig 2002)

High

Low

Low High

Telephone

Paper

Traditional EDI

TechnologyMediated

InformationRichness

Technology Mediated

Information Reach

Integrator

Modular

e-Transaction

B2B Procurement Marketspaces

8/7/2019 Session7.2

8/12

8

CRM Application PerspectiveCRM Application PerspectiveHigh

Low

Low High

Phone Call Center

TechnologyMediated

InformationRichness

Technology Mediated

Information Reach

Human E-MailResponse

Automatic Call Distributor

Integrated Call Center Platform

Natural Language Search

On-Line Text Chat

Intelligent E-MailResponder

E-Mail Autoresponder

Bulletin Boards & Forums

Templated E-MailResponse w/ Human

Qual. Control

Voice Over IP (VoIP)

8/7/2019 Session7.2

9/12

9

Impact of e-ServicesImpact of e-Services

Customer

NeedsIntegratedChannels

Product/

Services

FlexibleInfrastructure/

Processes

Outsourced/In-house

CoreCompetencies

e-Business Design

e-Business Architecture

Customer,Reseller

SellingChainMgmt

SupplyChainMgmt

ServiceResponse

ServiceRequest

CRMMktg SalesC.S.

ERPLogistics

ProductionDistribution

PartnersSuppliers

DistributorsResellers

BusinessIntelligence

EnterpriseApplicationIntegration

Turning the Value Chain Around

8/7/2019 Session7.2

10/12

10

e-Business Architecture

Customer,Reseller

SellingChainMgmt

SupplyChainMgmt

ServiceResponse

ServiceRequest

CRMMktg SalesC.S.

ERPLogistics

ProductionDistribution

BusinessIntelligence

EnterpriseApplicationIntegration

PartnersSuppliers

DistributorsResellers

Web Service

Listener

B u s i n e s s

F a c a d e

B u s i n e s s

L o g i c Data

Access

Data

ServiceRequest

ServiceResponse

GetContract

Generic Web Service Architecture

8/7/2019 Session7.2

11/12

11

CRM and Call CentersCRM and Call Centers Channel Interface to CRM InfrastructureChannel Interface to CRM Infrastructure

Back Office (includes ERP Apps) Front Office

Ap p lic a t io n Int e g r a t io n

To u c h Po int s

Customer

Partners

Purchases

History

Operations

Marketing

Billing

Web

e-Mail

Call Center

SFA

POS

Direct Mail

Wireless

Custome

Marketingand

Fulfillment

CustomerService &

Billing

Loyalty &RetentionPrograms

Field Salesand

Service

SalesCross-sell

Up-sell Telesales

Contact Management

Technical Infrastructure

Prospect orCustomer

WWW email

Telephone

(Source: Kalakota and Robinson, e-Business 2.0 , p. 192)

CRM Apps

8/7/2019 Session7.2

12/12

12

The product, called Oracle Contact Center Anywhere (CCA), is an all-in-one systemfor 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/previewdialing that supports blended I/O environments and offers powerful remote agent features. Unlike legacy ACDs, (Automatic call distributors) which were based onproprietary hardware Oracle Contact Center Anywhere uses standards-based servers .

Product DescriptionCCA 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 alsodeploy multiple, disparate call centers on a single system infrastructure.