Telephone Sales Manpower Planning at Qantas

Adel Gaballa · W. Pearce

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Advanced Queuing Theory Analysis Healthcare Operations and Scheduling Optimization Scheduling and Timetabling Solutions

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.

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