OPTIMIZATION, ASSIGNMENT MODEL, AND DECISION ANALYSIS OF HOSPITAL CALL CENTER IN PT. XYZ

I Nyoman Indra Kusuma Sukma Putra (BINUS Business School, Bina Nusantara University)
Aryo Robinsar Simanjuntak (BINUS Business School, Bina Nusantara University)
Angeliliana Surya (BINUS Business School, Bina Nusantara University)
Desnita Putri Ardiyanti (BINUS Business School, Bina Nusantara University)
Christy Dwita Mariana2 (Faculty of Economics and Business, Universitas Indonesia, Indonesia)

Jurnal Ekonomi
Vol. 11 No. 02 (2022): Jurnal Ekonomi, Periode September 2022

The acquisition led PT XYZ management to prioritize improving the hospital’s public service. One of the main focuses is the centralization of the Call Center from 6 Hospital branches in several areas of Greater Jakarta.  The Call Center centralization plan also need to conduct several analysis using Optimization Model, Assignment Model, and Decision Analysis to increase operating staff's effective performance and to make sure the management decision is aligned with the Hospital’s management plan.