Network Analysis for Optimizing Customer Support Services

Abstract

The problem of poor project execution, non-completion and behind schedule, and inability to meet customers’ needs on time, are rampant in our society today but this will be a thing of the past if network analysis tools are employed and incorporated into the project plan or services at the onset of work activities.. This will identify the minimum time a project can take before completion. It will eliminate any sort of redundancy or dangling of activities so that the developer can meet the needs of other clients who need its services on other projects. In planning and scheduling the activities of large-sized projects, the two network techniques — PERT and CPM — are used conveniently to estimate and evaluate the project completion time and control the resources to see that the project is completed within the stipulated time and at the minimum possible cost. Many managers, who use the PERT and CPM techniques, have claimed that these techniques drastically reduce the project completion time. Although it may not be the only antidote when incorporated into the project plan, it will make a huge difference. This research will focus on how PERT and CPM are used to schedule projects. Descriptive methodology, information was gathered through interviewing various customer care services organizations, reading relevant literature, and direct observation. The analysis made use of both the Critical Path Method (CPM) and the Project Evaluation and Review Technique (PERT). "Crashing" is a technique used to speed up project completion that entails bringing in extra resources for tasks that are essential to finishing the project. My focus is on "NETWORK ANALYSIS FOR CUSTOMER SUPPORT SERVICE OPTIMIZATION. According to the results of this study, it is possible to draw the conclusion that using both CPM and PERT methods for managing and scheduling clients' complaints, needs and orders of products has a substantial impact on the project's completion time. Since the lines separating these two management tools are becoming increasingly unseen as time goes on and the methodologies gradually cover, it can be quite helpful to use both techniques on a project when appropriate