Stefan Helber – författare

​This book contains selected papers presented at the "International Annual Conference of the German Operations Research Society (OR2012)" which was held September 4 -7, 2012 at the Leibniz Universität Hannover, Germany. The international conference, which also serves as the annual meeting of the German Operations Research Society (GOR), attracted more than 500 participants from more than 39 countries. Special attention at the conference was given to the three topics "Energy, Markets and Mobility". The OR2012 conference has addressed these topics from an OR perspective, treating them not only in isolation, but also with respect to their numerous and exciting interconnections, such as new energy for new mobility concepts and new market mechanisms for sustainable energy production to name but a few. The proceedings show that this conference topic is an important and promising area to apply Operations Research. The book also contains numerous papers addressing the full scope of fields in Operations Research.

​This book contains selected papers presented at the "International Annual Conference of the German Operations Research Society (OR2012)" which was held September 4 -7, 2012 at the Leibniz Universität Hannover, Germany. The international conference, which also serves as the annual meeting of the German Operations Research Society (GOR), attracted more than 500 participants from more than 39 countries. Special attention at the conference was given to the three topics "Energy, Markets and Mobility". The OR2012 conference has addressed these topics from an OR perspective, treating them not only in isolation, but also with respect to their numerous and exciting interconnections, such as new energy for new mobility concepts and new market mechanisms for sustainable energy production to name but a few. The proceedings show that this conference topic is an important and promising area to apply Operations Research. The book also contains numerous papers addressing the full scope of fields in Operations Research.

Das Buch stellt die Grundlagen des Operations Management im Call Center anwendungsorientiert dar. Hierbei zielen die Autoren vorrangig auf Inbound Call Center ab, bei denen die Anrufe von außen eingehen. Im Vordergrund steht der Prozess der Leistungserstellung im Call Center. Zunächst wird die Frage erörtert, wie man die Performance des Call Centers misst - aus der Sicht der Anrufer wie aus der Sicht der Betreiber. Anschließend erfährt der Leser, wie insbesondere bei großen Call Centern effiziente Strukturen aussehen und wie nicht. Im dritten Teil des Buches wird die Planung der täglichen Abläufe dargestellt. Das Buch richtet sich an Praktiker im Call Center Management. Die Ausführungen sind jedoch auch für Studenten geeignet.

Flow line design is one of the major tasks in production management. The decision to install a set of machines and buffers is often highly irreversible. It determines both cost and revenue to a large extent. In order to assess the economic impact of any possible flow line design, production rates and inventory levels have to be estimated. These performance measures depend on the allocation of buffers whenever the flow of material is occasionally disrupted, for example due to machine failures or quality problems. The book describes analytical methods that can be used to evaluate flow lines much faster than with simulation techniques. Based on these fast analytical techniques, it is possible to determine a flow line design that maximizes the net present value of the flow line investment. The flow of material through the line may be non-linear, for example due to assembly operations or quality inspections.

Das Buch stellt die Grundlagen des Operations Management im Call Center anwendungsorientiert dar. Hierbei zielen die Autoren vorrangig auf Inbound Call Center ab, bei denen die Anrufe von außen eingehen. Im Vordergrund steht der Prozess der Leistungserstellung im Call Center. Zunächst wird die Frage erörtert, wie man die Performance des Call Centers misst - aus der Sicht der Anrufer wie aus der Sicht der Betreiber. Anschließend erfährt der Leser, wie insbesondere bei großen Call Centern effiziente Strukturen aussehen und wie nicht. Im dritten Teil des Buches wird die Planung der täglichen Abläufe dargestellt. Das Buch richtet sich an Praktiker im Call Center Management. Die Ausführungen sind jedoch auch für Studenten geeignet.