Telephone Sales Manpower Planning at Qantas
Published Online:1 May 1979https://doi.org/10.1287/inte.9.3.1
Abstract
When the traditional procedure for planning annual manpower requirements for the telephone sales reservation offices of Qantas Airways was replaced by a model utilizing queueing and integer linear programming techniques, savings in excess of US$235,000 were realized in staff reductions over a two-year period, and investigation into applications in several other Qantas service areas continues.
Relationships of staff size to waiting time and service time are also evaluated.
