Assignment Of OR

Maximize profit in Incident Management operations of IT service Company

Akhil Gupta

6/16/2012

Batch – PGCBM-21

SMS ID – 110402

Faculty Name - Dr Supriya Kumar De

Study Center – Grand Mall, Gurgaon

Contents
Introduction 3
Problem Statement 3
Solution 4
Solution from Solver 4
Summary of attached excel 5
Sensitivity Report 5
Answer Report 6
Analysis and Answers 7

Introduction
I am working in a project where we get 3 types of incidents and for each resolution we get some (dollar) amount. At high level, we have 3 teams Design, Build and Test . Analysis and assignment of incidents is done by client team so we don’t have any role to play there. Team size is also decided by clients based on number of incidents they assign to us.
I am formulating that problem based on my project and will provide some analysis based on leanings in class. I have learnt a lot in OR classes and now in a position to suggest my findings to client team.
Data shared below is not exactly same as that is confidential and cannot be shared having said that problem and scenario is exactly what I use in my day to day project work.
Problem Statement
There are three types of incidents say Type X incidents, Type Y incidents, Type Z Incidents. All 3 require Design, build and test efforts. It is mandatory to resolve minimum 10 incidents of each type on each working day.
To resolve one incident of one type data is shown below -
For type X - requires 4 hours of design effort, 5 hours of build and 4 hours of testing effort. Gets revenue of 9500/-
For type Y – requires 2 hour of design, 5 hour of build and 7 hour of testing. Gets revenue of 8000/-
For type Z – requires 3 hour of design, 4 hour of build and 2 hour of testing. Gets revenue of 7000/-
Company has policy to of 8 hour per day work and 5 day a week.
Right now project is