GB701 Operations Management
Spring 2017
Group 1: Katie Brooks, Rachel Guild,
Kyle Harrer, Tim Kelly, & Chad Ringel
US Airways- Preferred Customer Service
Executive Summary
In order to achieve the proposed 30 second wait time for preferred callers our team has
calculated that 23 representatives would be required in order to meet the peak and non-peak
demands. The associated cost has been deemed minimal relative to the benefits to be realized by
improved customer service for this flagship demographic. Associated with the increased
workforce we would also expect to see decreased utilization which while it comes at a cost, may
help improve employee morale and prevent burnout. While this plan could be effective our team
recommends that alternatively the preferred customer reps be cross trained to accept international
