Discussion 1: Bank USA (150 word response) Review “Bank USA: Forecasting Help De

Discussion 1: Bank USA (150 word response)
Review “Bank USA: Forecasting Help Desk Demand by Day” from the end of Chapter 9 in the textbook. Then, please use the information to respond to the following:
From the case study, determine the challenges faced by the Help Desk at Bank USA and suggest strategies to mitigate them.
Using the data on call volume in the case, select a forecasting model to forecast the short-term demand. Justify why this model was selected over other forecasting models. Support your position.
Be sure to respond to at least one of your classmates’ posts.
Peer Response:(75 words)
Fatu Cornneh
Hello, professor and class
The research shows that long wait times and a staff shortage to answer calls are among Bank USA’s issues. The volume of calls is unmanageable, and it just gets worse as the days increase. With 20 employees and a high call volume, it is not enough to have just three of those employees answering the phone. The bank can eventually lose clients due to this forecasting help desk problem. I suggest assigning more staff members to answer the phone based on the call record since this will be advantageous in many ways. My preferred forecasting strategy would involve training all employees to answer phones on the first ring and direct the call to the right CSR support manager or using an answering service that allows customers to speak with the CSR who can best assist them, therefore retaining their business.
Discussion 2: (150 words)
Week 6 Discussion – Looking Critically at Process Flow
Please respond to the following:
Select a service process and describe the flow using no more than ten process steps.
Discuss where bottlenecks are likely to occur and suggest improvements to the process flow.
If you can obtain data, estimate the throughput for the process.
Be sure to respond to at least one of your classmates’ posts.