Processes and systems in operations management

Abstract

Brisbane City Council is the largest local government in Australia. It provides traditional civic services to close to one million people. These services include water supply, sewerage treatment, refuse collection, pet registration, library facilities, public health services, public transportation, roads and parks maintenance, city planning, building services, etc. The council spends over $1.5 billion on these services and employs over 6000 workers. At the insistence of then Lord Mayor Jim Soorley, who had become frustrated with the council's inability to respond in a timely manner to ratepayers needs, a call centre was set up in 1996. The stated objectives of the call centre were: (1) t..