システム・ダイナミクスを用いたコールセンター経営モデルの検討―人事施策および販売施策の業績への影響―

抄録

Many non-regular employees have filled the gap of workload between peak and slow period. In a labor-intensive business, it is necessary to develop business strategies from both human resource and marketing perspectives. However, it is difficult to compare the effectiveness of two measures with different time axes. In this paper, the author designed a model for predicting the impact of human resource and marketing policy on the business performance at a call center referring to the Service profit chain theory. The model is applied to simulation using the system dynamics (SD) method which analyses chronological changes in multiple factors. In order to create a fictitious model of the call center for healthcare food, the author made three call center cases with different human resources and marketing policies. Then, expected results of measures were compared by a simulation software using differential equations. Finally, the model and simulation were presented to a business officer of a call center company, and they were verified with his feedbacks on the validity and usefulness of this model.