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... [continues]

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