Question

From the case study, determine the challenges faced by the Help Desk at Bank USA and suggest strategies to mitigate them. Using the data on call volume in the case, select a forecasting model to forecast the short-term demand. Justify why this model was selected over other forecasting models.

Answer 1

Answer-

When you review the Bank USA case there are challenges which can be identified from the case study and you can provide the methods for mitigating this challenges.In the first case you can look at the number of calls which they receive worldwide which might be a challenge for them in answering the calls.You should look at the inadequate workforce .Finally you have to look at how the statistical method can be used in the case of the results so as to be able to determine what might happen in the course of the time.

Explanation:

From the second case study, determine the challenges faced by the Help Desk at Bank USA and suggest strategies to mitigate them.

Basically in the first case you have to look at large number of callers where they have got insufficient staff to handle this calls.You have to also look at the business have inadequate personnel working in other part of the business where you can summarize this by Mr.Miami being tired at 7.42 am which showed he was working overnight.If there was a recording for how long wait time for call is could have been helpful or giving customer option to leave a number for call back or continue to hold.We have only three full time employees to attend support of worldwide market with different time zones which could have been helpful if the number is increased.

Using the data on call volume in the case, select a forecasting model to forecast the short-term demand. Justify why this model was selected over other forecasting models. Support your position.

When it comes to method to be used then you have to look at statistical method which could be helpful because past data can be used to determine what might happen down line in time.Looking at the call some days have higher callers than others without set pattern to days like first of month around middle it is over the place.Method has regression for addition of other factors that will give changes due to the market conditions or probably political change in other market which might affect the international calls where this is my own thought according to the case.