This purpose of this case study was to provide insights about customer service scheduling, to support the continued success and profitability of retail department and specialty stores. Because optimal scheduling relies on an understanding of sales potential, this project also explored how to create realistic sales projections.

Project Objectives:

(1) Accurately predict sales based on historical performance and internal and market trends.

(2) Make scheduling recommendations for sales floor customer service positions that help maximize revenue and customer retention.

(3) Provide methods for store leadership to gain further insight into the effects of staffing on store performance.

(4) Support front-end related operational decisions such as register layout and checkout technology changes.