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Topic outline

  • General Information

    Before attempting quizzes and assignments, please first watch the video clip. Sometimes, you may need to go over the video multiple times to understand all details. The courses are designed in a specific order. We recommended you follow it in that order.

    At the end of the course, a certificate will automatically be generated. Good luck and enjoy your course!

    • Required Previous Knowledge

      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.

    • Introduction

      Restricted Not available unless: The activity Previous Knowledge Quiz is marked complete

      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.

    • Simulation

      Restricted Not available unless: The activity Introduction Quiz is marked complete

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

    • Skill-Based Routing

      Restricted Not available unless: The activity Simulation quiz is marked complete

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

    • Safety Staffing

      Restricted Not available unless: The activity Multi-Skill routing quiz is marked complete

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

    • Simulation Tools

      Restricted Not available unless: The activity Safety Staffing Quiz is marked complete

      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.

    • Multi-Skill Shift Scheduling

      Restricted Not available unless: The activity Tools quiz is marked complete

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

    • Final Assignment

      Restricted Not available unless: The activity Tools quiz is marked complete

      Good luck on this final assignment!

    • Feedback and Certificate

      To obtain this Certificate of Completion you must score 60% or higher on every assignment and quiz. The final assignment must be 80% or higher. You can retry every single topic as much as you would like. There is no limit in time or number of tries.
      Before you move on to the next course, please give us feedback on this course!