Required knowledge to fully understand this module is knowledge about variability, arrival processes, customer behaviour and single-skill systems, all at practitioner level.

You can test this knowledge in the following quiz. You have to pass this quiz in order to continue with the rest of this course.

In this section, we discuss the effects of scale, why not all agents should be multi-skilled and which other advantages of multi-skilled flexibility there are. We also look at why simulation is used, and which problems these simulations introduce.

In this section we will look into single-skill simulation in more detail.

In this section we will look at multi-skill routing for 2-skill simulations

In this section we look into staffing problems that arise when using the 2-skill simulator.

In this next section we will start using the long-term 2-skill and multi-skill Excel simulators. In the next clip we will show their functionality. You will be able to download the simulator below. Follow the registration instructions and use them for the next assignment.

In this section we look at how the intra-day simulator can be used for multi-skill scheduling.

Good luck on this final assignment!

Before you move on to the next course, we would like to hear your feedback on this one.

To obtain the Certificate of Completion your average grade of all topics should be higher than 80%. You can retry every single topic as much as you would like. There is no limit in time or number of tries.