GREYHOUND FREQUENT FLYER CALL CENTER CASE STUDY 1
Greyhound Frequent Flyer Call Center Case Study
Rabriel Etier
Ottawa University
GREYHOUND FREQUENT FLYER CALL CENTER CASE STUDY 2
Greyhound Frequent Flyer Call Center Case Study
1.) Analyze the case data and current schedule, and answer the following “baseline”
questions. What’s labor utilization for each 30-minute period given the current staffing
plan? Is the main problem lack of staff capacity or poor scheduling, or both? Can you
support your answer with numerical analysis?
I believe that there is a problem in staff capacity and scheduling. The current labor utilization
ranges from 38% to 160% that is very variable. This could be a scheduling issue and they
need to try to make sure all staff is available during peak hours. There is also 163.5 units of
30-min staff capacity and they need 168.5 so that’s where the issue lies with staff capacity as
