Contact Details

If you require further information on any of our services please do not hesitate to contact us by telephone or e-mail. All enquiries are extremely welcome.

T: 01636 816 466

The Old Vicarage
Station Road, Rolleston
NG23 5SE                              

Operational Research

You can always be more efficient

Operational Research is all about using analysis to improve decision making. Dr Angela Moore uses mathematical modeling, statistical analysis, optimisation, sequencing and scheduling techniques to create simple heuristics you can employ to run your operation more efficiently.

Global Shift Patterns

When you have a global organisation and some operations require individuals from around the world working together you can create a global shift pattern. One organisation we recently worked with wanted to combine their European and American call centres. They wanted to keep both sets of workers but have them working together even though they were in different time zones. This meant that the teams would work together and through the use of video links would be able to communicate with each other during the shift, as if they were in the same office.

The advantage of this operation is that the workloads for the two call centres were different.  This was due to the time zone differences, and the workload was random, so predicting the workload and having additional operators during busy times was impractical. Since the probability of both call centres being busy at the same time was low, combining the workload was an ideal solution to doubling up both call centres. So now if a call came in from America or Europe it could be answered by either team and reduce call waiting times.

However a shift pattern had to be devised so that the two teams could work together and that the time difference did not mean that the shifts started and finished in the middle of the night. The two groups were put onto the same shift pattern but with different start and finish times, the holidays were incorporated to minimise disruption and cover arrangements were made between the two teams so that the Americans could cover for the Europeans in case of sickness.

The result was, lower call waiting times, lower workloads for both teams, better communication globally, more quality time off, more opportunities for training and project work.