Service Call Center Dynamics
One organization in the service delivery business experienced a situation where the number of delivery requests increased dramatically due to a seasonal promotion. This increase in requests caused an overload on the service delivery staff by not only having more people requesting service, but also because the amount of time spent with each customer increased. This model is designed to describe why this occurred in a way that can be transferable to other service delivery organizations.
Systems Thinking World Discussions
Systems Thinking World Q&A * Gene Bellinger