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 withi ...