BankUSA: Forecasting Help Desk Demand by Day Case Study
1. What are the service management characteristics of the CSR job?
2. Define the mission statement and strategy of the Help Desk. Why is the Help Desk important? Who are its customers?
3. How would you handle the customer affected by the inaccurate stock price in the bank’s trust account system? Would you take a passive or proactive approach? Justify your answer.
4. Using the data on call volume in the accompanying table, how would you forecast short-term demand?