Productivity System Implementation

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,

...