Productivity System Implementation
Essay by 24 • January 29, 2011 • 3,370 Words (14 Pages) • 1,866 Views
Arab Academy Graduate School of Business
Masters in Business Administration Program
2nd Semester
Productivity System Implementation & Application
For EgyNet Call Center
Prof. Asaad Elnidani
Prepared By:
• Ahmed Emad
• Amr Salem
• Tarek Samir
• Yasser Zaky
April.2008
Table of Contents
TABLE OF CONTENTS 2
ABSTRACT 3
INTRODUCTION 4
BACKGROUND MATERIAL 4
PRODUCTIVITY 4
THE UNIT (EGYNET CALL CENTER) 5
PRODUCTIVITY SYSTEM 7
MEASUREMENTS AND ITS TIME FRAME 7
Unit Inputs 7
Unit Outputs 7
Measurements Time Frame 8
EXTERNAL FACTORS 8
SYSTEM METHODOLOGY 10
TAKING THE MEASUREMENTS 11
COMPARE RESULTS 11
Historical 11
Competitor 12
Removing external factors 12
Re-compare cleaned measures 13
Compare comparison results 13
When to take action? 13
PUTTING IT INTO ACTION 14
TAKING THE MEASUREMENTS 14
COMPARE RESULTS 15
Historical 15
Competitor 15
Removing external factors 16
Re-compare cleaned measures 16
Compare comparison results 16
SUMMARY & CONCLUSIONS 17
Abstract
Due to the current increasing need within different industries to understand efficiency and its impact on overall organizational objectives; this paper comes to address such a need within one of the highest agile industries; the telecommunication field.
EgyNet is no exception, with the huge operational problems faced on daily bases they have to find some way to figure out efficiency levels in their daily operations.
Since the organization is huge we decided to limit our paper on only one part of the organization which we believe have a great importance. The unit chosen for this system is vital for daily operations with huge goals that all relate directly to operational aspects.
The system was designed not only for EgyNet but it can also be used for the same unit in any other organization working in the telecommunication field. One very important issue about this system is that it provides a way to be self learning system; meaning you can add whatever comes new that might impact the system.
We are confident that the work done within this paper will provide the perfect ground for EgyNet to be able to measure and understand the efficiency within the chosen unit; also it will be their for years.
Introduction
This paper presents a productivity system that can be used to measure, control and process productivity indicators for the unit under observation.
To come up with a good system, we have chosen to first identify the whole system and all its required data. Then we put that system into action, we make you see how you can use this system in reality.
Of course, no system can really be established without experimenting it, otherwise it is only a theory. During the course of implementing this paper, we have come up with a system then we put that system into experiment. The system presented here is the outcome of our exercise.
We managed to correct lots of points about this system, like external factors effect estimations. We also revised and refined the system methodology to come up with much simpler steps to follow and in the same time, realistic.
We believe that by doing so, we made a system that can survive the complications of actual work environment.
Background Material
Productivity
Productivity is a measure of efficiency & a system of controlling & following the efficiency of any assigned unit.
It is expressed as the ratio of output to input. The total output of some category of goods and/or services is divided by the total input of, say labor, capital and/or materials. In principle any input, or combination of inputs, can be used in the denominator of the productivity ratio.
Productivity measures can be based on single input as partial productivity, or more than one input as multifactor productivity, or all inputs as total productivity. The choice of productivity measure depends on the purpose of the measurements.
Higher productivity means lower costs, and it has an important role in determining how competitive a company is.
Productivity measures are useful in many aspects:
• Track performance over time.
• Judge the performance of entire industry or a country as a whole (aggregate measures).
• Reflects the effective use of resources.
• Relates to competitiveness.
Productivity is often expressed in physical units such as m^2 of a product produced per man-hour,
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