Now showing items 1-2 of 2

    • Achieving the efficiency frontier in IT service delivery 

      Pretorius, Philip D; Madisa, Victoria G; Kroeze, Jan H (IBIMA, 2010)
      This paper researches and implements the best practices that lead to best performance in Information Technology service delivery. A customer quality defined standard is created by benchmarking the Information Technology ...
    • Using queuing theory to reduce the number of abandoned calls at a central service desk 

      Pretorius, Philip D; Madisa, Victoira G; Kroeze, Jan H (2010)
      This paper addresses the problem of an unacceptably high rate of abandoned calls at a centralised service desk of a South African telecommunications company. It uses a queuing methodology to design a system that may achieve ...